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Skills

  • File management
  • Relationship development
  • Team Leadership
  • Project organization
  • Budgets
  • Cash Handling
  • Guest Loyalty Programs Management
  • Complaint tracking and resolution systems (Asana)
  • Metric equipment
  • Hospitality software proficiency Workday

Work Experiences

  • Avoided operational and legal issues.
  • Collaborated with facilities management to ensure guest issues were resolved in a timely fashion, achieving a 21% decline in negative reviews related to service delays.
  • Collaborated with marketing to promote front desk services.
  • Collaborated with marketing to promote front desk services, resulting in a 76% boost in on-site purchases linked to upselling efforts.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Achieved 6% occupancy during peak vacation seasons.
  • Balanced daily cash drawers totaling over $4.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.

Summaries

  • Anticipated guest needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Achieved Excellence Award for outstanding guest service.
  • Possessing a complete dedication to guest satisfaction.
  • Adaptable and energetic, with budget management and strategic planning abilities.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Front Desk Leader with 16 years of successful strategic planning and data analysis experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Front Desk Leader is a polite and upbeat person with excellent telephone etiquette.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.

Accomplishments

  • Recognized for delivering top-tier service that led to a 19% increase in guest returns over one year.
  • Documented and resolved framework which led to standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Initiated communication channels across departments (housekeeping, security, maintenance) improving work-order fulfillment by 73%.
  • Spearheaded cross-departmental collaboration to ensure seamless execution of group bookings, achieving a 83% increase in event referrals.
  • Designed incentive programs for front desk team resulting in a 49% boost in overall employee engagement and performance.
  • Successfully coordinated booking logistics for large conference events, resulting in a 43% increase in conference attendee satisfaction.
  • Provided detailed analysis of guest satisfaction surveys leading to targeted improvement efforts that increased positive feedback by 42%.
  • Played a key role in planning and executing high-volume check-ins during standard, successfully accommodating 17 guests without service disruptions.
  • Resolved guest service issues efficiently, resulting in an improvement of 22% in online guest review scores.

Affiliations

  • Rotary International
  • Project Management Institute (PMI) - Hospitality Division
  • International Association of Reservation Executives (IARE)
  • National Association of Professional Women in Hospitality (NAPWH)
  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • Global Business Travel Association (GBTA)
  • Society of Human Resource Management
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute
  • Project Management Institute

Certifications

  • Certificate in Hospitality Digital Marketing
  • Hospitality Management Certificate - Cornell University
  • Certified Public Accountant
  • Certified Customer Support Specialist (CCSS)
  • Conflict Resolution Specialist Certificate (American Management Association)
  • ServSafe Food Handler Certification
  • Time Management and Efficiency Specialist Certification
  • Certified Guest Service Professional (CGSP)
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)

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