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Skills

  • MS Office
  • Workflow Optimization
  • Active listening and empathy
  • Operational improvement
  • Customer satisfaction initiatives
  • Cash handling and reconciliation
  • Cash Handling
  • Data entry and reporting accuracy
  • Booking error reduction
  • File management

Work Experiences

  • Achieved zero discrepancies in daily sales.
  • Assisted guests in navigating transportation options, recommending category services which increased positive feedback by 77%.
  • Collaborated with the front office and guest services departments to fine-tune premium loyalty member experiences.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Checked in over 15 guests daily with an average wait time of under 18 minutes, enhancing overall guest satisfaction.
  • Addressed administrative tasks.
  • Communicated proactively with vendors.
  • Achieved results within system.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Achieved a 54% boost in revenue.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Achieved 33% improved ratings.
  • Multitasker and planner who is smooth and efficient.
  • Front Desk Team Member who has spent more than 13 years assisting guests with strategic planning and process improvement.
  • Achieved over 44% in guest satisfaction surveys.
  • Provides dynamic service to customers and visitors.
  • Front Desk Team Member is a friendly and polished Front Desk Team Member with demonstrated experience in process environments.
  • Adept at following up on guest requests.
  • Strengths in quality assurance and vendor management backed up by Miscellaneous training.
  • Front Desk Team Member is a multi-talented Front Desk Team Member who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Introduced a new reservation tracking system at the front desk, increasing reservation accuracy by 66% and minimizing overbooking risks.
  • Reduced call hold times by integrating an enhanced phone management system, resulting in a 15% increase in guest call satisfaction.
  • Successfully implemented a new guest loyalty program, increasing repeat visitor rates by 22% within several months.
  • Documented and resolved program which led to system.
  • Proposed and implemented a solution for frequent booking errors, resulting in a 15% reduction in complaints related to reservations.
  • Organized shift schedules for staff of 13, ensuring adequate coverage during peak and off-peak hours without increasing overtime costs.
  • Automated inventory control processes, improving accuracy and reducing overstock issues by 50% across front desk and supply areas.
  • Handled escalated customer issues relating to room availability and cancellations with professionalism, resulting in a 47% increase in problem resolution satisfaction.
  • Resolved over 2 reservation discrepancies through improved communication with the booking department, resulting in a 61% decrease in guest complaints.

Affiliations

  • National Association of Hotel & Concierge Employees
  • International Customer Service Association
  • International Council of Nurses
  • Association for Hospitality Financial Management
  • American Hospitality Workers Union
  • American Society of Safety Professionals
  • International Association of Hospitality Advisors
  • Institute of Certified Professional Managers (ICPM)
  • Society for Reservation and Guest Management Technologists
  • Toastmasters

Certifications

  • Health and Safety in Hospitality Certificate from process
  • CompTIA Network+
  • Confidentiality and Data Privacy Training from Cedar Works
  • CompTIA A+ Technician
  • Digital Skills for Hospitality from Ironclad Systems
  • Multilingual Customer Assistance Certificate from Meridian
  • Effective Communication Skills Certificate from Vantage
  • Certified Hospitality Professional from standard
  • CompTIA Security+
  • CPR/First Aid Certification from Harbor & Co.

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