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Skills

  • Hardware evaluation
  • Data Management
  • Materials preparation
  • Mail handling
  • Time management and prioritization
  • Supervision
  • Risk management processes and analysis
  • Budgets
  • Report writing
  • Process improvement

Work Experiences

  • Achieved a monthly reduction of 31% in guest complaints.
  • Addressed billing discrepancies.
  • Converted guest interaction data into actionable insights.
  • Achieved a 18% improvement in online reservation confirmations by updating outdated booking systems and training staff in enhanced data entry procedures.
  • Achieved successful implementation in 2016.
  • Collaborated with local tour operators.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.
  • Balanced front office tasks and team assignments, managing rotating shifts and workloads to achieve a 85% increase in overall team output.
  • Assisted in developing long-term relationships with QuickBooks suppliers, improving cost-efficiency of front office operations by $18 annually.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.

Summaries

  • Professional with budget management and risk assessment fluency.
  • System are well-understood.
  • Professional with 9 years of progressive experience in the field who is highly organized and detail-oriented.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Motivated Front Office Agent with experience managing large-scale projects, including budgeting and administration.
  • Analyzing administrative effectiveness and developing improved procedures is something I've done before.
  • Within Miscellaneous, senior Front Office Agent and outstanding performer in project management and client relations.
  • Accomplished Front Office Agent with expertise in leveraging technology for optimized front desk operations. Led the integration of a cloud-based system, reducing IT-related issues by 54%.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Professionals who are computer literate adapt quickly to new software and programs.

Accomplishments

  • Identified
  • Guided
  • Represented
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Improved
  • Resolved
  • Solved
  • Developed custom guest service training programs for the front office team, increasing customer satisfaction scores by 25% over 18 months.
  • Recorded
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.

Affiliations

  • Professional Convention Management Association (PCMA)
  • Hospitality Sales & Marketing Association International (HSMAI)
  • Society of Women Engineers
  • Project Management Institute
  • International Institute of Modern Butlers (IIMB)
  • Customer Experience Professionals Association (CXPA)
  • Council of Hotel and Restaurant Trainers (CHART)
  • Hotel and Catering International Management Association (HCIMA)
  • International Association of Administrative Professionals
  • American Resort Development Association (ARDA)

Certifications

  • Certified Hospitality Supervisor (CHS) by AHLEI
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Certified Travel Associate (CTA) through The Travel Institute
  • Advanced Computerized Reservations Systems diploma - from procedure
  • Cash Handling Excellence Training - by process/Ironclad Systems
  • Travel and Tourism Professional (TTP) - awarded by Tourism Cares
  • Global Distribution Systems (GDS) Training – by method
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Relationship Management (CRM) Certificate - by Salesforce or initiative

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