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Skills

  • File management
  • System equipment
  • Budgets
  • Team building
  • Attention to cleanliness and presentation
  • Cash handling and reconciliation
  • Team management
  • Problem resolution
  • Complaint resolution
  • Event coordination and planning

Work Experiences

  • Collaborated with external service vendors to resolve maintenance issues within 17 hours, maintaining a 35% satisfaction rate.
  • Awarded Employee of the Month Outstanding Service Award for achieving a 32% customer satisfaction score in 2016.
  • Answered a multi-line phone system.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Oversaw 6 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Coordinated transportation requests for guests.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as system and process, in order to expedite resolution.
  • Assisted in training new front desk personnel, resulting in a 25% improvement in overall team efficiency.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Awarded system.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Possessing a complete dedication to guest satisfaction.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Front Desk Employee with 13 years of successful budget management and workflow optimization experience.
  • Front Desk Employee who has spent more than 8 years assisting guests with project management and stakeholder engagement.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Provides dynamic service to customers and visitors.
  • Within Miscellaneous, senior Front Desk Employee and outstanding performer in stakeholder engagement and risk assessment.
  • Achieved a 35% increase in revenue.

Accomplishments

  • Responded to guest inquiries and complaints with a 58% first-contact resolution rate, ensuring a seamless guest experience.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Processed group bookings and managed special event requests for up to 10 guests, ensuring smooth coordination.
  • Successfully resolved overbooking conflicts, creating alternate booking arrangements while minimizing guest dissatisfaction by 42%.
  • Recommended and implemented loyalty program improvements that drove repeat business up by 61% within 2016.
  • Utilized Power BI to track guest feedback and implemented solutions that resulted in a 82% increase in satisfaction scores.
  • Led the adoption of SAP, improving the efficiency of front desk operations and reducing task completion times by 54%.
  • Collaborated with departmental managers to streamline the guest check-in process, reducing manual input errors by 33%.
  • Received PMP for proficiency in conflict resolution, contributing to 60% improvement in guest satisfaction.
  • Documented and resolved metric which led to system.

Affiliations

  • Rotary International
  • Society of Women Engineers
  • Toastmasters
  • Women in Hospitality Leadership
  • National Association of Hotel & Lodging Election Officials
  • American Medical Informatics Association
  • Meeting Professionals International (MPI)
  • Property Management System (PMS) Certification Adobe Creative Suite
  • International Council of Nurses
  • International Concierge & Lifestyle Management Association (ICLMNet)

Certifications

  • Certificate in Hotel Industry Analytics (CHIA)
  • Certificate in Hospitality Leadership Development - Ironclad Systems
  • Certified Rooms Division Executive (CRDE) - 2022
  • Certified Hospitality and Tourism Management Professional (CHTMP) - Vantage
  • Hotel Operations Certificate from Cornell University
  • Certified Meeting Professional (CMP)
  • Occupational Safety and Health (OSHA-10) Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Workplace Violence Prevention Specialist - Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)

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