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Skills

  • Guest satisfaction management
  • Workflow Optimization
  • Dispute resolution and conflict management
  • Organization
  • Vendor interaction
  • Budgeting and expense forecasting
  • Problem resolution
  • Change management in hospitality transformations
  • Business operations
  • Financial reporting and analysis

Work Experiences

  • Was in charge of the day-to-day operations of a brand new 16-room hotel with a staff of 11.
  • Achieved on-time check-in performance rates above 37%.
  • Achieved results over the past year.
  • Collaborated with the finance department.
  • Collaborated with the finance department to accurately forecast front desk staffing needs, reducing overtime costs by framework during off-peak periods.
  • Collaborated with the food and beverage team.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.
  • Achieved results within the first 18 months.

Summaries

  • When it comes to greeting guests and resolving issues, she is extremely effective.
  • Achieved improved service quality by developing staff with targeted training programs, reducing onboarding times and improving guest-facing processes by 30%.
  • Extensive experience in high-end resort hotel management positions.
  • Achieved 50% improvement in team productivity during peak seasons.
  • Consistently delivered exceptional check-in service.
  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Within Miscellaneous, senior Front Manager and outstanding performer in risk assessment and performance reporting.
  • Accomplished Front Manager with 2 years of experience leading front desk teams and optimizing operational workflows to enhance guest satisfaction by 25%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Team player with the ability to provide outstanding customer service.

Accomplishments

  • Documented and resolved system which led to program.
  • Effectively managed high-volume front desk operations during peak travel times, ensuring a 42% decrease in wait times across reception lines.
  • Identified guest service pain points through analysis of feedback, subsequently refining workflows and achieving a 36% reduction in guest complaints.
  • Participated in the opening of initiative, establishing front desk processes that contributed to a 29% reduction in guest check-in times from day one.
  • Optimized the front desk's booking system, increasing overall front office handling capacity by 61% using Microsoft Excel.
  • Facilitated weekly staff meetings to address operational challenges, achieving quicker issue resolution and enhancing team communication by 74%.
  • Designed and integrated a guest data tracking system, enabling personalized service for VIP clients and increasing satisfaction ratings by 28%.
  • Collaborated with housekeeping and security teams to ensure compliance with cleanliness and safety standards, enhancing guest safety perception by 52%.
  • Successfully upsold hotel services such as dining packages and spa treatments, increasing ancillary revenue by 62% during 18 months.
  • Developed and introduced ongoing front desk training programs, resulting in a 33% increase in first-contact guest issue resolution.

Affiliations

  • International Housekeeping and Hospitality Summit, 2016
  • Cornell University School of Hotel Administration alumni group
  • National Association of Social Workers
  • Customer Experience Professionals Association (CXPA)
  • International Concierge and Guest Relations Association (Les Clefs d’Or)
  • National Housekeeping and Front Office Managers Association
  • Society of Human Resource Management
  • American Marketing Association
  • Association of Professional Guest Services Agents
  • Society of Women Engineers

Certifications

  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) by ASQ
  • Project Management Professional (PMP)
  • Certified Hospitality Revenue Manager (CHRM) by American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hospitality Industry Analytics (CHIA) by STR and AHLEI
  • CompTIA Network+
  • Certified Meeting Professional (CMP) by Events Industry Council
  • Google Certified Professional Cloud Architect
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute (AHLEI)
  • Advanced Leadership and Management for Hospitality by eCornell
  • Certified Professional in Supply Management (CPSM) by ISM

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