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Skills

  • Supervision
  • Cash Handling
  • Guest feedback analysis
  • First Aid/CPR
  • Word processing
  • Data-driven decision making
  • Supervisory skills
  • Interdepartmental coordination
  • Continuous learning and development
  • Framework equipment

Work Experiences

  • Created process flowcharts for daily front desk tasks.
  • Collaborated with the IT department to develop troubleshooting guides for front desk software, leading to a 22% decrease in technical downtime.
  • Was in charge of a fast-paced front desk operation at a busy metric facility with up to 11 nightly visitors.
  • Bolstered collaboration across departments.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Collaborated with HR to streamline the interview process for new front desk hires, reducing recruitment time by 17 weeks.
  • Achieved a 46% faster booking process.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Coordinated with department heads to offer specialized training modules, which resulted in Outstanding Service Award and a 22% rise in team efficiency.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Achieved significant results in service quality.
  • Customer-focused multitasker looking for a category position with an exciting company.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Front Desk Trainer is a polite and upbeat person with excellent telephone etiquette.
  • Achieved substantial improvements in interdepartmental collaboration.
  • Mathematical prowess and the ability to manage all front-office operations.
  • A leader in cross-training programs, enabling front desk teams to collaborate with other departments seamlessly, resulting in streamlined operations and superior guest experiences.

Accomplishments

  • Documented and resolved standard which led to framework.
  • Optimized front desk training curriculum by incorporating real-time data analytics, reducing completion time by 15 days.
  • Implemented a system to track and measure performance KPIs for front desk staff, leading to a 35% increase in frontline efficiency.
  • Developed and delivered a front desk-standardized service excellence program that resulted in winning Employee of the Year for guest service.
  • Developed a staff incentive program based on guest feedback, leading to a 37% boost in overall morale and guest satisfaction.
  • Collaborated with team of 10 in the development of metric.
  • Resolved product issue through consumer testing.
  • Designed and implemented a training program that improved guest satisfaction scores by 19% over 9 months.
  • Spearheaded training on compliance with industry standards, resulting in achieving or maintaining CPA in guest service excellence.
  • Collaborated with regional managers to implement company-mandated front desk procedures, resulting in improved consistency across 2 locations.

Affiliations

  • National Society for Leadership and Success in Hospitality
  • Project Management Institute
  • This Week In Hospitality School (TWHS) Virtual Training Contributor
  • American Medical Informatics Association
  • Lions Club
  • Worldwide Hospitality Professionals Network
  • Society of Human Resource Management
  • International Concierge and Hospitality Association (ICHA)
  • National Customer Service Association (NCSA)
  • Toastmasters

Certifications

  • HIPAA Awareness for Business Associates Certification - method
  • CompTIA Network+
  • Microsoft Excel Certification for Business Reporting - metric
  • Basic Adult and Pediatric CPR/First Aid/AED Certification - American Red Cross
  • Certified Hospitality Administrator (CHA) – Summit Group
  • Certified Public Accountant (CPA)
  • Certified Customer Service Professional (CCSP) program
  • Certified Hospitality Supervisor (CHS) - procedure
  • Organizational Communications Certificate - standard
  • Salesforce

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