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Skills

  • Budget management and control
  • Guest Relationship Management
  • Problem resolution
  • Customer service excellence
  • Improvement in team productivity
  • Multilingual communication skills
  • Communications
  • First Aid/CPR
  • Guest check-in/check-out process optimization
  • Program equipment

Work Experiences

  • Achieved a 30% resolution rate.
  • Collaborated with the marketing department.
  • Ensured transaction security by comparing payment cards to identification.
  • Contributed to a Innovation Award for guest satisfaction in 2018.
  • 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.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Contributed to a Employee of the Year for hospitality excellence.
  • Used program software to enter customer information and updated it whenever patrons changed rooms.
  • Advertised local entertainment and sporting events and provided information to patrons.

Summaries

  • Achieved 72% task completion accuracy.
  • Adept at implementing service improvement strategies.
  • Clear understanding of strategic planning and stakeholder engagement as well as workflow optimization training.
  • Achieved operational efficiency.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Achieved a 70% reduction in guest complaints.
  • A skilled multi-tasker able to analyze daily occupancy reports and adjust staffing levels, reducing guest wait times during high-traffic periods by 24%.
  • Individual with a charming and poised demeanor who performs various tasks, including cross-functional collaboration and client relations.
  • Achieved a 38% resolution rate.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Exceeded monthly room booking targets by 84% by recommending promotional packages and upselling hotel amenities during the guest check-in process.
  • Implemented a new multi-tiered check-in process, successfully reducing check-in time per guest during peak hours by 27%.
  • Played a critical role in securing a Six Sigma that enhanced the hotel’s reputation and increased bookings by 24%.
  • Negotiated a new front desk supply contract that resulted in an annual savings of $2 while maintaining high-quality materials for staff use.
  • Created a guest feedback system which improved the hotel’s guest satisfaction score by 50%. Addressed and resolved negative feedback within 18 hours.
  • Handled escalated guest complaints professionally, resolving 57% of issues within 3 hours to ensure positive experience and retaining customer loyalty.
  • Coordinated effectively with housekeeping and maintenance teams to minimize room readiness times, leading to improved room availability by 49% for early check-ins.
  • Cross-trained staff on new front desk technology, leading to a 59% faster adoption rate and reduced system-related errors across shifts.
  • Utilized Microsoft Excel to simplify staff scheduling, resulting in a 60% increase in team adherence to time schedules and reduced absenteeism.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association for Supply Chain Management (APICS)
  • North American Guest Service & Excellence Consortium
  • Society of Human Resource Management
  • National Association of Social Workers
  • Hotel Management International (HMI) Association
  • VIP Guest Services Leadership Network
  • American Marketing Association
  • Jaycees
  • Certified Guest Service Professional (CGSP), AHLEI
  • Educational Institute of the American Hotel & Lodging Association (AHLEI)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Front Desk Leadership and Operations Certificate by Cedar Works – 2017
  • Cisco Certified Network Associate (CCNA)
  • Certified Professional in Hospitality (CPH) – Ironclad Systems, 2015
  • Certified Hotel Administrator (CHA) - Harbor & Co.
  • Certified Customer Experience Professional (CCXP) – 2020
  • Conflict Resolution & Emotional Intelligence Certification – Summit Group, 2020
  • Certified Hospitality Supervisor (CHS) – program
  • Operational Efficiency & Time Management Certification – Harbor & Co., 2016
  • Cisco Certified Internetwork Expert (CCIE)

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