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Skills

  • Conflict mediation
  • Music showcase training
  • Multi-Task Management
  • Problem resolution
  • Bilingual in German
  • Client-focused
  • Results-oriented
  • Switchboard management
  • Territory Sales Experience
  • Computer literate

Work Experiences

  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Achieved 21% accuracy.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Achieved a 58% decrease in shift coverage gaps.
  • Achieved a 77% improvement in service quality.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as initiative and standard, in order to expedite resolution.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Boosted return guest bookings by 16%.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.

Summaries

  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Knowledgable in a variety of design and testing methodologies.
  • Motivated Front Desk Specialist with experience managing large-scale projects, including budgeting and administration.
  • Experienced front-desk professional capable of balancing guest needs with business objectives.
  • Customer-focused Sales Representative with 12 years of experience solving problems for clients.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Front Desk Specialist with 17 years of successful data analysis and team leadership experience.
  • Adaptable and energetic, with quality assurance and client relations abilities.
  • Design and development of successful category embedded software applications in the past.
  • Highly organized when it comes to administrative functions, team leadership, and facility services coordination.

Accomplishments

  • Created detailed, clear reports on guest data using Microsoft Excel, increasing managerial oversight and guest satisfaction by 72%.
  • Resolved product issue through consumer testing.
  • Achieved a guest satisfaction rate of 75% during one year by promptly addressing special requests and complaints.
  • Trained new front desk staff on framework and office procedures, resulting in a 82% faster onboarding process.
  • Handled 7+ inbound calls per shift across a multi-line switchboard, ensuring rapid communication between departments.
  • Successfully resolved charge disputes and billing errors for 6 guests, reducing refund time and improving guest confidence in billing processes.
  • Collaborated with housekeeping and maintenance teams to ensure timely room availability for 15 guests daily.
  • Ensured compliance with hotel security policies by performing daily verifications of guest identification and improving safety measures by 67%.
  • Documented and resolved standard which led to initiative.
  • Collaborated with IT to optimize the hotel booking system interface, ultimately reducing system downtime by 52%.

Affiliations

  • Association for Computing Machinery
  • Hotel Sales and Marketing Association International (HSMAI)
  • Rotary International
  • Customer Service Association of America (CSAA)
  • Professional Association of Customer Engagement (PACE)
  • Certified Guest Service Professional (CGSP), AHLEI
  • National Society of Customer Service Excellence
  • Hospitality Financial and Technology Professionals (HFTP)
  • Meeting Professionals International (MPI)
  • Educational Institute of the American Hotel & Lodging Educational Foundation (AHLEF)

Certifications

  • Certified Hospitality Sales Professional (CHSP) - National Restaurant Association
  • First Aid/CPR Certified
  • Certified Customer Service Professional (CCSP) metric
  • Health & Safety Awareness Certification - Northwind
  • Google Certified Professional Cloud Architect
  • Certified Concierge Professional (CCP), Les Clefs d'Or
  • Certificate in Front Desk Operations - Lakeside Partners
  • Certified Hospitality Operations Professional (CHOP)
  • Cisco Certified Network Associate (CCNA)
  • Conflict Resolution and Mediation Certification - Cedar Works

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