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Skills

  • Emergency response protocols
  • Operational improvement
  • Workforce scheduling
  • Guest check-in/check-out efficiency
  • Problem resolution
  • Attention to detail
  • Team Leadership
  • Adaptability During Peak Seasons
  • Process optimization
  • Conflict resolution

Work Experiences

  • Coordinated rapid responses.
  • Assisted with hotel billing and checkout processes.
  • Coordinated with vendors to replace malfunctioning front desk equipment, ensuring downtime was minimized to less than 10 hours.
  • Consistently maintained accurate data.
  • Answered and directed an average of 4 daily calls to appropriate departments, significantly reducing caller hold time by 56%.
  • Collaborated with security personnel.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Ensured transaction security by comparing payment cards to identification.
  • Achieved zero data breaches throughout the year.
  • Administered emergency first aid to guests at the front desk, holding Scrum Master, and ensuring medical assistance arrived promptly.

Summaries

  • Achieved 100% security compliance in 2023.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Front Desk Monitor who has spent more than 8 years assisting guests with budget management and cross-functional collaboration.
  • Consistently met or exceeded customer service goals by resolving guest allocation concerns within 15 minutes, enhancing overall guest rapport.
  • Adept at managing emergency situations, ensuring the safety of occupants by reducing building evacuation time by 16 seconds during category emergencies.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Front Desk Monitor is a polite and upbeat person with excellent telephone etiquette.
  • Customer-focused multitasker looking for a process position with an exciting company.
  • Achieved 73% accuracy during peak operations.

Accomplishments

  • Collaborated closely with security personnel to ensure safety procedures were followed, reducing security incidents by 82%.
  • Created detailed front desk training manuals for new hires, improving onboarding time by 6 days.
  • Utilized Asana to manage daily appointment bookings for 15 clients, ensuring all schedules remained well-coordinated.
  • Played a key role in handling back-to-back guest interactions during peak seasons, contributing to a 39% increase in return visits.
  • Supervised reception area operations and managed a team of 2 front desk assistants, improving service efficiency.
  • Developed contingency plans for front desk operations during emergencies, leading to a 44% increase in operational preparedness.
  • Reconciled cash drawer with 100% accuracy for 13 shifts per week, maintaining strong financial oversight for the front desk operations.
  • Recognized with the Innovation Award for exceptional customer service and efficiency in guest handling, awarded in 2024.
  • Collaborated with team of 17 in the development of system.
  • Monitored and resolved front desk technical issues, resulting in a 23% reduction in service interruptions.

Affiliations

  • RoomKey PMS Users Group
  • Certified Front Desk Supervisor (CFDS) 2017
  • Society of Women Engineers
  • Project Management Institute
  • International Facility Management Association (IFMA)
  • Jaycees
  • Society of Customer Management Professionals
  • Toastmasters
  • Association of Front Office Managers and Deputy Managers of Luxury Hotels
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Certified Crisis Management and Response Coordinator
  • Security Awareness and Emergency Response Certified by Harbor & Co.
  • Certified Front Office Manager by the American Hotel & Lodging Educational Institute (AHLEI)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Certified Front Desk Representative (CFDR), by the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Reservations Sales Specialist (CRSS) by the American Hotel & Lodging Association (AHLA)
  • Certified in Business Travel Front Desk Operations
  • Salesforce
  • Certified Business Analysis Professional (CBAP)

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