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Skills

  • Conflict resolution and mediation
  • Budgets
  • Cost-saving strategies
  • Budget management and control
  • MS Office
  • Up-selling and cross-selling techniques
  • Guest check-in/check-out process optimization
  • First Aid/CPR
  • Process improvement strategies
  • Regulatory compliance

Work Experiences

  • Created weekly employee work schedules for 16 team members, making sure that all shifts were covered.
  • Collaborated with the sales department to secure and manage group bookings for process, increasing revenue by $14 during one year.
  • Achieved Excellence Award for exceeding guest satisfaction targets by focusing on personalized customer interactions and efficient services.
  • Acted as the primary point of contact for high-profile clients.
  • Coordinated logistics for guest relocations.
  • Collaborated with housekeeping and maintenance teams to minimize room turnaround time, achieving an average of 5 minutes per room.
  • Achieved minimal guest complaints.
  • Analyzed guest feedback to identify trends.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Collaborated with the marketing department to promote seasonal packages, resulting in a 29% increase in bookings during off-peak seasons.

Summaries

  • Front Desk Team Leader is a multi-talented Front Desk Team Leader who is consistently rewarded for planning and operational improvements.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Achieved a 60% success rate.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Front Desk Team Leader is a polite and upbeat person with excellent telephone etiquette.
  • Individual with a charming and poised demeanor who performs various tasks, including cross-functional collaboration and client relations.
  • Clear understanding of strategic planning and stakeholder engagement as well as workflow optimization training.
  • Achieved an average revenue increase of $17 per month.
  • Front Desk Team Leader with 12 years of experience working in a guest service environment.
  • Achieved operational efficiency.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a key role in achieving the hotel's Excellence Award, contributing to an 19% increase in year-over-year bookings.
  • Collaborated with team of 10 in the development of system.
  • Developed and launched a monthly front desk performance report for management, which provided valuable insights to improve operational efficiency by 63%.
  • Implemented a mobile-based check-in and checkout system for guests, which reduced wait times at the front desk by 16% minutes.
  • Cross-trained staff on new front desk technology, leading to a 59% faster adoption rate and reduced system-related errors across shifts.
  • Implemented a daily front desk checklist that improved operational efficiency, achieving a task completion rate of 73%.
  • Handled escalated guest complaints professionally, resolving 57% of issues within 3 hours to ensure positive experience and retaining customer loyalty.
  • Utilized Microsoft Excel to simplify staff scheduling, resulting in a 60% increase in team adherence to time schedules and reduced absenteeism.
  • Created a guest feedback system which improved the hotel’s guest satisfaction score by 50%. Addressed and resolved negative feedback within 18 hours.

Affiliations

  • North American Guest Service & Excellence Consortium
  • Certified Hospitality Front Desk Manager (CHFDM)
  • International Hospitality and Tourism Association
  • Front Office Managers Association
  • Certified Hospitality Supervisor (CHS) - AHLEI
  • Society of Women Engineers
  • Rotary International
  • International Association of Hotel Executives
  • Certified Hotel Concierge (CHC) - through NCA
  • Luxury Hotels Alliance

Certifications

  • Operational Efficiency & Time Management Certification – Harbor & Co., 2016
  • First Aid/CPR Certified
  • Hospitality Advanced Leadership Program – Vantage, 2015
  • CPR & First Aid Certification Lakeside Partners
  • CompTIA A+ Technician
  • Certified Hospitality Professional (CHP) - Brightline
  • Certified Hotel Administrator (CHA) - Harbor & Co.
  • Apple Certified Associate (ACA)
  • Advanced Property Management System Training – HubSpot, 2023
  • Professional Communication in Hospitality – Lakeside Partners, 2022

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