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Skills

  • Process improvement
  • Relationship development
  • Problem resolution
  • Time management
  • Regulatory compliance
  • Team management
  • File management
  • Onboarding and Training New Employees
  • Implementation of front-office technology platforms
  • Hospitality industry trends and best practices

Work Experiences

  • Achieved positive outcomes.
  • Assumed responsibility for guest retention programs, leading to an increase in repeat bookings by 68% year-over-year.
  • Coordinated dining reservations.
  • Analyzed guest feedback data.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as framework and metric, in order to expedite resolution.
  • Achieved results over 2018.
  • Used framework software to enter customer information and updated it whenever patrons changed rooms.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Achieved a 25% conflict resolution rate.

Summaries

  • Front Desk Team Lead is a multi-talented Front Desk Team Lead who is consistently rewarded for planning and operational improvements.
  • Achieved a 29% reduction in cash shortages.
  • Adaptable and energetic, with strategic planning and client relations abilities.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Provides dynamic service to customers and visitors.
  • Mathematical prowess and the ability to manage all front-office operations.
  • A practical and optimistic leader skilled in performance monitoring, empowering associates, and achieving over 79% guest satisfaction year after year.
  • Accomplished team lead with 7 years of expertise in customer feedback analysis and mentoring, achieving a 52% increase in guest satisfaction ratings over 2021.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Helping guests with reservations, valuables, and luggage is a strong suit.

Accomplishments

  • Collaborated with team of 3 in the development of standard.
  • Implemented daily KPI tracking and reporting for the front desk, achieving a 36% increase in check-in efficiency over six months.
  • Effectively communicated with management on resource allocation, leading to a 25% reduction in desk operational costs while still improving service standards.
  • Implemented a guest pre-arrival process that enabled quicker identification of VIP clients, elevating their experience and raising VIP retention by 41%.
  • Implemented a new shift scheduling system that improved employee availability by 19% and contributed to a more balanced workload across all shifts.
  • Collaborated with the marketing team to introduce promotional packages that increased weekend occupancy rates by 56% over the last quarter.
  • Resolved product issue through consumer testing.
  • Led the relaunch of a customer loyalty program, increasing guest retention by 20% year-over-year and contributing to a $14 increase in recurring revenue.
  • Orchestrated front desk operations during a property rebranding effort, ensuring smooth transitions with minimal impact on guest experience and increasing positive feedback by 43%.
  • Managed staffing schedules for 11-person front desk team, ensuring full coverage during peak hours and reducing overtime expenses by 76% annually.

Affiliations

  • American Hotel & Lodging Association (AHLA)
  • Rotary International
  • Financial Auditing and Hotel Compliance Workshop Columbus
  • International Association of Hotel Receptionists (AICR)
  • Hospitality Sales & Marketing Association International (HSMAI)
  • International Front Office Professionals Affiliation (IFOPA)
  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • Hotel Concierge Certification – National Concierge Association (NCA)
  • Jaycees
  • Digital Check-in & Hospitality Technology Course – Vantage

Certifications

  • Certified Meeting Professional (CMP) - program
  • Inventory & Asset Control Certification - Vantage
  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • Cisco Certified Network Associate (CCNA)
  • Advanced Hospitality Accounting - metric
  • Cisco Certified Internetwork Expert (CCIE)
  • Conflict Resolution and Mediation Certification - Brightline
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Associate in Project Management (CAPM) – Project Management Institute
  • Hospitality Leadership Certification - program

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