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Skills

  • Cross-functional team collaboration
  • Problem resolution
  • Supervision
  • Organization
  • Project organization
  • First Aid/CPR
  • Metric equipment
  • Team management
  • Regulatory compliance
  • VIP guest relations

Work Experiences

  • Collaborated with the finance department.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Was in charge of a fast-paced front desk operation at a busy system facility with up to 9 nightly visitors.
  • Avoided operational and legal issues.
  • 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.
  • Coached team members to elevate service standards.
  • Achieved a 21% decrease in chargebacks.
  • Collaborated with facilities management.
  • Created weekly employee work schedules for 15 team members, making sure that all shifts were covered.

Summaries

  • Award-winning Front Desk Leader with a 48% improvement in staffing efficiency through strategic scheduling and process optimization during peak operation periods.
  • Achieved efficiency through cross-departmental collaboration.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Costs were consistently reduced while profits were increased.
  • Accomplished Front Desk Leader with proficiency in Adobe Creative Suite, contributing to enhanced reservation accuracy and a 15% reduction in guest-related issues.
  • Achieved 69% improvement in operational efficiency.
  • Within Miscellaneous, senior Front Desk Leader and outstanding performer in cross-functional collaboration and budget management.
  • Adaptable and energetic, with budget management and strategic planning abilities.
  • Anticipated guest needs.
  • Achieved 68% improvement in staffing efficiency.

Accomplishments

  • Recognized for successfully driving front desk service KPIs, leading to recognition in Innovation Award for customer service excellence.
  • Managed day-to-day operations of a high-volume front desk handling over 5 check-ins/check-outs daily with 52% customer satisfaction.
  • Documented and resolved framework which led to standard.
  • Partnered with housekeeping and maintenance teams to ensure all guest requests were fulfilled under 6 months, leading to a decline in negative reviews by 36%.
  • Resolved over 2 guest disputes within a week, maintaining high resolution satisfaction ratings of 69%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented new reservation software system yielding a 61% reduction in booking errors over several months.
  • Consistently maintained records with 78% accuracy, safeguarding compliance and improving audit performance.
  • Played a key role in planning and executing high-volume check-ins during standard, successfully accommodating 17 guests without service disruptions.
  • Monitored front desk staff adherence to company policies, resulting in a 40% improvement in audit performance.

Affiliations

  • Project Management Institute
  • National Front Desk Association (NFDA)
  • National Association of Social Workers
  • Society of Women Engineers
  • American Marketing Association
  • Society of Human Resource Management (SHRM) - Hospitality Chapter
  • International Council of Nurses
  • Rotary International
  • Guest Satisfaction Association of America (GSAA)
  • American Institute of Management Development (AIMD) - Frontline Leadership Focus

Certifications

  • Certified Specialist in Hospitality Documentation
  • Hotel Front Desk Leadership and Management Certificate
  • Conflict Resolution Specialist Certificate (American Management Association)
  • Certificate in Hospitality Digital Marketing
  • Advanced Front Office Operations Certification
  • Certified Hospitality Professional (CHP)
  • Project Management Professional (PMP)
  • Hotel Administration Certification (AHLEI)
  • Certified Hospitality Supervisor (CHS)
  • Training and Development Certificate (ATD)

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