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Skills

  • Organization
  • Supervision
  • Conflict resolution and de-escalation
  • Fast and accurate data entry
  • System equipment
  • Hospitality Industry Best Practices
  • Word processing
  • Customer Satisfaction Improvements
  • Complaint logging and resolution management systems
  • Problem resolution

Work Experiences

  • Achieved a 52% improvement in guest satisfaction scores.
  • Created a new filing system for guest records, reducing document retrieval times by 41%.
  • Awarded Six Sigma for enhancing visitor processes within Lakeside Partners, reducing errors by 77%.
  • Coordinated travel services for high-profile clients.
  • Collaborated with housekeeping and maintenance departments.
  • Acted as the main point of contact for VIP guests, ensuring special requests were met and contributing to a 69% increase in VIP retention.
  • Achieved a 35% reduction in errors.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Checked in visitors.
  • Used category software to enter customer information and updated it whenever patrons changed rooms.

Summaries

  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.
  • Front Desk Personnel with 16 years of successful budget management and risk assessment experience.
  • Contributed to a 52% increase in service bookings.
  • Adept at collaborating with housekeeping and maintenance teams to promptly resolve guest issues, contributing to smoother operations across departments.
  • Adept at collaborating with housekeeping and maintenance teams.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Front Desk Personnel is a polite and upbeat person with excellent telephone etiquette.
  • Contributed to security enhancements.
  • Balanced books and ensured accuracy.

Accomplishments

  • Led front desk team meetings, optimizing shift schedules and reducing staffing inefficiencies by 41%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a key role in implementing a new phone system, increasing team response time by 28% for guest inquiries.
  • Improved guest satisfaction by resolving room booking errors efficiently, resulting in a 70% increase in repeat visitors.
  • Partnered with security to ensure thorough guest vetting, leading to a safer environment and compliance with regulatory standards.
  • Championed transition to paperless billing systems, enhancing front desk efficiency and decreasing environmental waste by 15%.
  • Utilized Asana to track visitor appointments and feedback, resulting in improved guest flow management.
  • Collaborated with the housekeeping and maintenance departments to ensure seamless communication for urgent guest requests.
  • Curated personalized welcome packages for VIP guests which led to increased loyalty and a 38% rise in positive feedback.
  • Cross-trained with administrative and operations staff, increasing front desk efficiency by 30% within 7 months.

Affiliations

  • National Association of Hotel Reception Professionals (NAHRP)
  • Emergency Response Training Institute (ERTI)
  • Certified Administrative Professional (CAP) – Front Office Specialization
  • American Marketing Association
  • Institute for Career Advancement in Front Office Services
  • International Association of Administrative Professionals
  • Health and Safety Management Systems Certification (HSMS)
  • American Medical Informatics Association
  • International Association for Conflict Management (IACM)
  • Association of Certified Front Desk Managers (ACFDM)

Certifications

  • Telephone Etiquette Training and Certification - 2023
  • Certified Business Analysis Professional (CBAP)
  • Conflict De-escalation Certification - Columbus
  • Project Management Professional (PMP)
  • Professional Receptionist's Certification - Portland
  • CompTIA Security+
  • Certified Hospitality Property Supervisor (CHPS) - 2016
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • International Customer Service Association (ICSA) Certification - 2021

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