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Skills

  • Customer service
  • Communications
  • Team management
  • Customer service excellence
  • Process improvement
  • Team building
  • Adaptability during system downtimes
  • Shorthand writing
  • Business Administration
  • Attention to detail in all guest interactions

Work Experiences

  • Collected guest feedback surveys.
  • Was in charge of collecting, sorting, distributing, and sending mail and packages.
  • Contributed key insights.
  • Checked guests in and out of Phoenix hotel.
  • Was in charge of inventory management, which included materials monitoring, ordering or requisitioning, and stocking or restocking supplies.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Achieved improvement over 18 months.
  • Assisted with coordinating packages and mail.
  • Assisted in onboarding and training new front-desk associates, improving training efficiency and reducing average onboarding time by 71% days.
  • Addressed room concerns promptly.

Summaries

  • Positive and upbeat personality with excellent relationship-building skills.
  • Offering 8 years of experience in customer relations management.
  • Receptionist with a positive attitude who is dedicated to providing excellent customer service and administrative support.
  • Known for taking initiative, making process improvements, and following procedures in accordance with company and client goals.
  • Proven track record of initiative, process improvement, and procedure adherence.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Task prioritization, organization, and workflow optimization are all skills she possesses.
  • Outstanding time management, organization, prioritization, and work ethic have all been recognized.
  • With strong planning, problem-solving, and communication skills, I am extremely efficient and accurate.
  • Detail-oriented Front Desk Host with essential skills in corporate event coordination, planning, and management, as well as travel and venue accommodations.

Accomplishments

  • Contributed to maintaining high levels of hotel security by adhering to strict check-in/check-out identification protocols.
  • Improved front desk efficiency by streamlining check-in/check-out procedures, reducing customer wait times by 34%.
  • Successfully upsold HubSpot, increasing average guest spend by 83% over the past year.
  • Monitored and managed the reception area, ensuring it remained clean and welcoming for 15 guests daily.
  • Assisted in forecasting and scheduling staffing needs based on reservation data, improving staff allocation by 45% during peak seasons.
  • Streamlined the processing of special requests and guest preferences, reducing response time for requests by 42%.
  • Reduced the number of booking errors by 40% through meticulous attention to detail in reservation management.
  • Developed and implemented training materials for new front desk hires, reducing common mistakes during the onboarding process by 43%.
  • Implemented cost-saving measures in office supply procurement, reducing front desk supply expenses by 30% over three years.
  • Collaborated with human resources to achieve an Employee of the Year, demonstrating a commitment to excellence in guest services.

Affiliations

  • Local Tourism Board Advisory Committee member for Seattle focused on guest experience strategy
  • Professional Association of Innkeepers International (PAII)
  • Delegate at International Hospitality Conference 2017
  • Initiative Chamber of Commerce
  • Association of Information Technology Professionals
  • National Concierge Association (NCA)
  • Society of Human Resource Management (SHRM) - Member for Front Desk Team Leadership Skills
  • National Association of Social Workers
  • American Society of Safety Professionals
  • Guest Experience Enhancement Working Group Member at Brightline

Certifications

  • Hotel Receptionist Certification – Northwind
  • Data Privacy and Confidentiality Course - Summit Group
  • Google Certified Professional Cloud Architect
  • Professional Development in Reception Desk Operations - Meridian
  • Conflict Resolution Certificate – Lakeside Partners
  • Data Protection and Security Certification - Asana
  • Time Management and Prioritization Certificate - Summit Group
  • Certified Hospitality Revenue Manager (CHRM) – Ironclad Systems
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)

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