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Skills

  • Word processing
  • Time management
  • First Aid/CPR
  • Problem-solving skills
  • Problem resolution
  • Emergency response coordination
  • Team leadership and development
  • Complaint resolution in high-pressure situations
  • Customer feedback monitoring and analysis
  • Budgets

Work Experiences

  • Created weekly employee work schedules for 14 team members, making sure that all shifts were covered.
  • Collaborated with security to manage guest concerns and controlled access to restricted floors, reducing unauthorized entries by 81% per month.
  • Coordinated special customer requests for events and group bookings, contributing to a 64% increase in positive reviews.
  • Achieved a 14% drop in incident reports.
  • Balanced multiple tasks simultaneously.
  • Collaborated with maintenance and housekeeping teams.
  • Achieved reduction over 2017.
  • Boosted member registrations by 80% year-over-year.
  • Ensured transaction security by comparing payment cards to identification.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.

Summaries

  • Within Miscellaneous, senior Front Desk Operator and outstanding performer in performance reporting and quality assurance.
  • Adaptable and energetic, with team leadership and stakeholder engagement abilities.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Front Desk Operator with 17 years of successful performance reporting and quality assurance experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Strengths in quality assurance and data analysis backed up by Miscellaneous training.
  • Achieved a 43% improvement in guest experience.
  • Adept Front Desk Operator with a proven ability to train and mentor junior team members, increasing customer satisfaction metrics by 18% through best practice implementation.
  • Adept at processing 4 room reservations per week.
  • Assisted multiple departments with service execution.

Accomplishments

  • Trained new front desk staff on Adobe Creative Suite, reducing onboarding time by 8 days.
  • Monitored and maintained lobby cleanliness, raising guest satisfaction scores by 58% in guest surveys.
  • Trained and led front desk team in delivering prompt, courteous guest service, bolstering positive feedback by 73%.
  • Utilized Power BI to generate detailed end-of-day financial reports with 81% accuracy.
  • Reduced check-out wait times by 32% during peak hours through the implementation of faster payment systems.
  • Successfully coordinated staff scheduling for 11 employees to ensure optimal front desk coverage with a 74% reduction in staffing issues.
  • Anticipated client needs and provided personalized service, contributing to a 70% increase in guest retention.
  • Maintained up-to-date knowledge on hotel promotions and services, upselling 18 rooms per week to premium suites.
  • Reduced inefficiencies in key card management, decreasing guest wait times for room access by 8 minutes.
  • Led cross-departmental coordination to ensure seamless room assignments during events, resulting in 2% fewer booking errors.

Affiliations

  • Project Management Institute
  • Association for Supply Chain Management (APICS)
  • Corporate Event Management Association (CEMA)
  • Association of Information Technology Professionals
  • International Association of Conference Centers (IACC)
  • Chamber of Commerce Tourism Committee
  • Society of Women Engineers
  • American Marketing Association
  • Freemason
  • Hospitality Sales and Marketing Association International (HSMAI)

Certifications

  • Certified Hospitality Digital Marketer (CHDM) – Hospitality Sales & Marketing Association International (HSMAI)
  • Certified Business Analysis Professional (CBAP)
  • Certified Hospitality Department Trainer (CHDT) - American Hotel & Lodging Educational Institute (AHLEI)
  • Customer Service Excellence Certification - method, 2024
  • Certified Meeting Planner (CMP) - system, 2023
  • Hospitality and Hotel Management Certification - procedure, 2017
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Cash Handling & Financial Management Certification - category, 2017
  • Front Desk Manager Certification - initiative, 2021

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