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Skills

  • Maintaining a clean and organized front desk space
  • Relationship development
  • Front desk float management
  • Guest Relationship Building
  • Regulatory compliance
  • Anticipating guest needs
  • Contributing to monthly revenue goals
  • Problem-solving skills
  • Communications
  • Customer service

Work Experiences

  • Averaged 11 reservations per shift.
  • Collaborated with catering staff to ensure seamless delivery of in-room dining services, contributing to a 66% increase in positive guest reviews.
  • Assisted the accounting team with end-of-day balancing, ensuring no more than 4 discrepancies over two years.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Collaborated with catering staff.
  • Ensured transaction security by comparing payment cards to identification.
  • Balanced front desk cash drawer daily, identifying and resolving discrepancies to prevent a loss that could exceed $126,000 per month.
  • Achieved a 51% resolution rate.
  • Accurately inputted guest data in CRM software.
  • Was in charge of a fast-paced front desk operation at a busy initiative facility with up to 3 nightly visitors.

Summaries

  • Customer engagement, budget management and strategic planning skills are well-known.
  • Consistently added $15 in monthly revenue.
  • Provides dynamic service to customers and visitors.
  • Achieved a 69% success rate in settling disputes.
  • Achieved zero discrepancies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Front Desk Hostess is a polite and upbeat person with excellent telephone etiquette.
  • Individual with a charming and poised demeanor who performs various tasks, including team leadership and stakeholder engagement.
  • Achieved outstanding customer feedback.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Coordinated with the events and catering teams to ensure proper service execution for group reservations, improving large group satisfaction by 36%.
  • Implemented feedback intake strategies from departing guests, which contributed to a 43% improvement in final-presentation and guest enjoyment rates over two years.
  • Coordinated with multiple departments to schedule guest laundry or room service pickups, minimizing guest complaints by 45%.
  • Monitored guest satisfaction metrics and implemented corrective strategies that resulted in a 39% increase in overall stay ratings.
  • Successfully addressed and resolved guest complaints, achieving a 56% reduction in unresolved issues.
  • Designed a new welcome package for guests, which contributed to a 80% increase in positive first interaction feedback from visitors.
  • Organized VIP guest check-ins and personalized their stay, contributing to a 61% increase in loyalty program enrollments.
  • Coordinated transportation arrangements for guests, contributing to a 71% increase in positive relocation services feedback.
  • Successfully handled and responded to 11 high-priority guest inquiries daily, ensuring a smooth and professional experience.
  • Developed and implemented upsell strategies for room upgrades and amenities, resulting in a 43% increase in revenue for 10 months.

Affiliations

  • Travel and Tourism Research Association (TTRA)
  • Professional Association of Innkeepers International (PAII)
  • International Association of Administrative Professionals
  • Association of Hotel Concierges
  • Rotary International
  • Certified Hotel Administrator (CHA)
  • Jaycees
  • Project Management Institute
  • Certified Revenue Management Executive (CRME)
  • Certified Guest Service Professional (CGSP)

Certifications

  • Certified Hospitality Department Trainer (CHDT) – category
  • SalesForce CRM Administrator Certification for Hotels - initiative
  • Certificate in Hotel Industry Analytics (CHIA) - STR and AHLEI
  • CompTIA A+ Technician
  • Certified Public Accountant
  • Certificate in Hospitality Regulatory Compliance - framework
  • Advanced Microsoft Excel for Hospitality Certification - initiative
  • Health, Safety & Hygiene for Hospitality Certification - initiative
  • CompTIA Security+
  • Conflict Resolution and Mediation Certification - method

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