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Skills

  • Operational improvement
  • Team management
  • Organization
  • Efficient handling of multiple reservations
  • Cash Handling
  • Collaboration with housekeeping and maintenance teams
  • First Aid/CPR
  • Familiarity with online booking systems
  • Ensuring financial accuracy in guest accounts
  • Implementing operational efficiencies

Work Experiences

  • Achieved an occupancy rate of 61%.
  • Averaged 11 reservations per shift.
  • Was in charge of a fast-paced front desk operation at a busy initiative facility with up to 3 nightly visitors.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Used program software to enter customer information and updated it whenever patrons changed rooms.
  • Coordinated shift coverage.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Assisted in coordinating airport shuttle services, ensuring timely guest pickups and reducing delayed departures by 76%.
  • Achieved zero discrepancies.
  • Assisted in coordinating airport shuttle services.

Summaries

  • Achieved 100% accuracy in bookings.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved outstanding customer feedback.
  • Accurate billing reconciliation.
  • Collaborative team player.
  • Front Desk Hostess is a friendly and polished Front Desk Hostess with demonstrated experience in initiative environments.
  • Achieved industry-leading guest satisfaction levels.
  • Within Miscellaneous, senior Front Desk Hostess and outstanding performer in workflow optimization and process improvement.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.

Accomplishments

  • Maintained a high occupancy rate of 45% by effectively managing room availability across various online and in-person reservations.
  • Implemented feedback intake strategies from departing guests, which contributed to a 43% improvement in final-presentation and guest enjoyment rates over two years.
  • Effectively reconciled cash drawers and completed end-of-day financial reports, reducing discrepancies by 16 monthly.
  • Successfully handled and responded to 11 high-priority guest inquiries daily, ensuring a smooth and professional experience.
  • Coordinated transportation arrangements for guests, contributing to a 71% increase in positive relocation services feedback.
  • Coordinated with the events and catering teams to ensure proper service execution for group reservations, improving large group satisfaction by 36%.
  • Enabled a 59% decrease in booking errors by refining the front desk communication protocol between staff members during high-traffic hours.
  • Trained new front desk staff, resulting in a 62% improvement in customer feedback scores related to front desk interactions.
  • Monitored guest satisfaction metrics and implemented corrective strategies that resulted in a 39% increase in overall stay ratings.
  • Collaborated with the hotel's marketing team to offer exclusive promotions to guests, boosting room occupancy by 74% during low-season.

Affiliations

  • International Association of Administrative Professionals (IAAP)
  • Hotel Front Desk Managers Association
  • Certified Hotel Administrator (CHA)
  • International Association of Administrative Professionals
  • American Hotel & Lodging Association (AHLA)
  • Association of Information Technology Professionals
  • Event Industry Council (EIC)
  • Travel and Tourism Research Association (TTRA)
  • International Tourism and Hospitality Academy (ITHA)
  • Association for Computing Machinery

Certifications

  • Certified Room Division Executive (CRDE) - American Hotel & Lodging Educational Institute
  • Telephone Sales and Service Certification - Cedar Works
  • Hotel Revenue Management Certification - Cornell University
  • CompTIA A+ Technician
  • Front Office Management Certification - method or Brightline
  • Health, Safety & Hygiene for Hospitality Certification - initiative
  • Certified Hospitality Department Trainer (CHDT) – category
  • ServSafe
  • Conflict Resolution and Mediation Certification - method
  • Effective Communication in Hospitality Certificate - category

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