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Skills

  • Employee productivity improvement strategies
  • Hiring and staff retention management
  • Customer service
  • Time management
  • Labor cost optimization strategies
  • Customer engagement and loyalty program initiatives
  • Communications
  • Process improvement
  • Supervision
  • Onboarding and Training New Employees

Work Experiences

  • Coordinated coverage during peak seasons.
  • Analyzed guest feedback data.
  • Coordinated with event planning departments, ensuring smooth guest experiences during initiative, leading to positive client reviews and repeat business requests.
  • Collaborated with the sales team to upsell premium room packages, contributing an additional $17 in annual revenue.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Accommodated employee preferences.
  • Conducted bi-weekly training on hospitality best practices.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Analyzed guest feedback data and provided actionable insights to management, which contributed to a 55% increase in year-end retention rates.

Summaries

  • Achieved a 47% success rate in addressing guest concerns.
  • Achieved a 37% success rate in resolving guest complaints.
  • Clear understanding of process improvement and quality assurance as well as process improvement training.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Achieved over 49% guest satisfaction year after year.
  • Achieved a 31% reduction in labor costs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Costs were consistently reduced while profits were increased.
  • Within Miscellaneous, senior Front Desk Team Lead and outstanding performer in client relations and risk assessment.

Accomplishments

  • Collaborated closely with the housekeeping department to improve communication channels, which reduced same-day cleaning delays by 73%.
  • Developed and initiated departmental training strategies, decreasing customer incident reports by 55% in the past 11 quarters.
  • Simultaneously managed multiple guest requests, improving average response times by 62% and contributing to improved guest review scores.
  • Integrated a new POS system at the front desk, improving billing accuracy by 72% and reducing payment disputes.
  • Developed and executed a sales strategy that increased in-hotel product sales by $12 within the first 11 quarters of its launch.
  • Spearheaded efforts to balance third-party reservation platform discrepancies, decreasing double bookings by 22% and improving overall booking accuracy.
  • Collaborated directly with sales and event teams to provide room assignments for large events, ensuring seamless bookings for 7 attendees over 11 days.
  • 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.
  • Mentored and coached all new front desk hires, decreasing average onboarding time by 5% and improving their first-month CSAT rating by 49% points.
  • Supervised front desk staff during high-occupancy events, successfully staffing an efficient team to ensure a 33% decrease in guest wait times during peak hours.

Affiliations

  • Association of Information Technology Professionals
  • Guest Services Certification – AHLEI
  • International Association of Hotel Receptionists (AICR)
  • Certified Hospitality Supervisor (CHS) designation - Lean
  • National Concierge Association (NCA)
  • American Hotel & Lodging Association (AHLA)
  • Customer Service Excellence Certification – American Hotel & Lodging Educational Institute
  • Multilingual Communication Certification – Vantage
  • International Association of Administrative Professionals
  • Hotel Concierge Certification – National Concierge Association (NCA)

Certifications

  • Multilingual Proficiency Certification (Spanish, French, etc.) - category
  • Certified Meeting Professional (CMP) - program
  • Advanced Hospitality Accounting - metric
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Front Desk Representative (CFDR) – American Hotel & Lodging Educational Institute (AHLEI)
  • Advanced End-to-End Guest Experience Optimization - International Hospitality Management (IHM)
  • Certified Public Accountant
  • Inventory & Asset Control Certification - Vantage
  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Public Accountant (CPA)

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