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Skills

Change management in hospitality transformations
Customer Relationship Management (CRM) Software Proficiency
Budgeting and expense forecasting
Complaint resolution with measurable outcomes
Business operations
Digital check-in process implementation
Data-driven decision making
Time management and prioritization
Cross-departmental communication
Vendor interaction

Work Experiences

Contributed to the redesign of guest itinerary services.
Achieved highest guest satisfaction ratings.
Hired and trained new employees, demonstrating the most effective ways to serve clients and visitors.
Collaborated with method customers to determine their needs and deliver system service.
Achieved a 75% increase in mid-week bookings.
Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
Answered 10 calls per two years to help customers with their questions and concerns.
Pushed for operational changes that resulted in cost savings and higher profit margins.
Solved procedure issues, improved operations, and provided excellent customer service.

Summaries

Adept at leveraging CRM software to streamline front-office processes, contributing to heightened operational efficiency and customer satisfaction.
Achieved this over two years.
Achieved improved service quality.
Adept in training and mentoring staff.
Achieved a 25% improvement in customer flow.
Accomplished Front Manager with 12 years of experience.
Adept at conducting operational meetings that kept teams aligned on daily objectives, reducing interdepartmental inefficiencies and increasing service reliability.
Aligned services with guest expectations.
Collaborative Front Manager.
Within Miscellaneous, senior Front Manager and outstanding performer in risk assessment and performance reporting.

Accomplishments

Successfully implemented cost-saving front office procedures, reducing operating expenses by 77% without compromising service quality.
Collaborated closely with sales and events teams to coordinate guest stays for corporate bookings, resulting in 70% increase in event-related revenue.
Achieved and maintained a 53% error-free rate in financial transactions over an average of 18 check-ins/check-outs per shift.
Achieved a 38% increase in guest satisfaction scores by applying innovative front desk processes and elevated customer interaction strategies.
Led front desk staff through category, ensuring smooth operations and minimizing customer impact.
Identified guest service pain points through analysis of feedback, subsequently refining workflows and achieving a 36% reduction in guest complaints.
Implemented multi-language customer service scripts, resulting in 27% reduced miscommunications for international guests.
Awarded Outstanding Service Award for maintaining the highest guest satisfaction ratings across the Southeast properties for 2016.
Developed and introduced ongoing front desk training programs, resulting in a 33% increase in first-contact guest issue resolution.
Led the implementation of new check-in software Salesforce, cutting average guest check-in time by 18% within one year.

Affiliations

Women in Hospitality Industry (WiHI)
Institute of Hospitality, Certified Member
Association of Information Technology Professionals
International Council of Nurses
Certified Guest Service Professional (CGSP) 2024
Project Management Institute
European Hospitality Association
Hospitality Sales and Marketing Association International (HSMAI)
Rotary International
Hotel Management Professionals Network

Certifications

Certified in Facilities Management (CFM) by IFMA
Certified Hospitality Facilities Executive (CHFE) by American Hotel & Lodging Educational Institute (AHLEI)
Google Certified Professional Cloud Architect
Six Sigma Green Belt Certification by Meridian
Certified Hotel Administrator (CHA) by American Hotel & Lodging Educational Institute (AHLEI)
Change Management in Hospitality Certification by Brightline
First Aid/CPR Certified
CompTIA A+ Technician
Service Excellence in Hospitality Certification by Harbor & Co.
Microsoft Certified Systems Engineer (MCSE)

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