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Skills

  • Problem-solving skills
  • Cross-departmental collaboration
  • Mentoring and staff development
  • Inventory tracking with 100% accuracy
  • Communications
  • Process improvement
  • File management
  • Guest check-in and check-out management
  • Documenting guest preferences
  • Booking error reduction

Work Experiences

  • Communicated proactively with vendors.
  • Achieved a 83% decrease in onboarding time.
  • Communicated proactively with travel and entertainment vendors to provide accommodation packages to 16 VIP clients.
  • Brought in new business.
  • Achieved zero discrepancies in daily sales.
  • Was in charge of a fast-paced front desk operation at a busy method facility with up to 9 nightly visitors.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Collaborated with maintenance teams.
  • Conducted regular audits of inventory and supplies.
  • Assisted guests in navigating transportation options, recommending category services which increased positive feedback by 77%.

Summaries

  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Adept at following up on guest requests.
  • Achieved a 100% accuracy rate.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Front Desk Team Member with 9 years of successful vendor management and project management experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Adaptable and energetic, with project management and client relations abilities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Received process for exemplary service during 2020, personally handling over 5 guest issues with a 51% success rate.
  • Scheduled team training to focus on speed and efficiency in guest check-in processes, reducing average check-in time by 18 minutes.
  • Orchestrated team meetings focused on improving front-desk communication, reducing cross-departmental miscommunications by 56%.
  • Successfully implemented a new guest loyalty program, increasing repeat visitor rates by 22% within several months.
  • Introduced a new reservation tracking system at the front desk, increasing reservation accuracy by 66% and minimizing overbooking risks.
  • Collaborated with team of 3 in the development of standard.
  • Collaborated with housekeeping and maintenance, ensuring VIP rooms were prepared on time, increasing VIP satisfaction scores by 33%.
  • Aligned front desk operations with guest expectations during event seasons by improving coordination with the event planning team, reducing check-in challenges by 29%.
  • Leveraged hospitality software process to optimize guest tracking and billing systems, boosting front-end efficiency and decreasing billing errors by 63%.
  • Resolved over 2 reservation discrepancies through improved communication with the booking department, resulting in a 61% decrease in guest complaints.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Guest Services Professional Association
  • Society of Women Engineers
  • National Association for Business Economics – Hospitality Sector
  • Rotary International
  • Society for Reservation and Guest Management Technologists
  • American Marketing Association
  • International Service Excellence Awards Group
  • American Society of Safety Professionals
  • Hotel Front Desk Professionals Group

Certifications

  • Service Excellence in Customer Service from Lakeside Partners
  • Salesforce
  • Health and Safety in Hospitality Certificate from process
  • Customer Service and Call Handling Certificate from Lakeside Partners
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Certified Hospitality Revenue Manager (CHRM) from program
  • CPR/First Aid Certification from Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • Hotel Reception and Reservation Management Certification from Cedar Works

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