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Skills

  • Sorting and labeling
  • Customer service
  • Customer Support and Problem Solving
  • MS Office
  • Business operations
  • Initiative equipment
  • Problem resolution
  • Data Entry and Updating Procedures
  • Time management and prioritization
  • 4 WPM typing speed

Work Experiences

  • Achieved 100% accuracy.
  • Oversaw the scheduling, preparation, and distribution of information for board and committee meetings.
  • Assessed the urgency and priorities before accepting or declining appointments and meetings with the CEO.
  • Assisted guests.
  • Achieved zero discrepancies.
  • Kept the reception area clean to foster a positive, professional atmosphere for all stakeholders, including Front Office Attendants and clients.
  • Collaborated with the security team.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Anticipated guest needs by creating personalized welcome packages for VIPs, leading to a 36% increase in return bookings for the VIP program.
  • Compiled reports to support decision-making.

Summaries

  • Achieved a 49% boost in positive feedback from follow-up surveys.
  • Collaborative and detail-oriented Front Office Attendant with a track record of supporting interdepartmental communication, ensuring rooms are ready and guest complaints about quality are reduced by 59%.
  • Achieved 74% improvement in customer satisfaction rates.
  • Adept at maintaining operational quality under pressure.
  • Front Office Attendant is a talented Front Office Attendant who goes above and beyond basic administrative tasks by juggling multiple projects at the same time.
  • Balanced cash drawer effectively.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Talented Administrative professional with background in accounting and finance. Extensive knowledge of AR/AP, Microsoft Excel and QuickBooks software. Leveraging 12 years of excellence in initiative settings and ITIL competencies.
  • Detail-oriented office support specialist with demonstrated expertise in workflow optimization.
  • Using CPA competencies and 10 years of excellence in method settings.

Accomplishments

  • Balanced high guest check-in traffic with efficient back-office work, maintaining excellent Guest Service Index scores above 29%.
  • Handled VIP guests and special requests, achieving a guest satisfaction score of 65% for personalized service.
  • Created and fine-tuned training materials for new office staff, improving overall team performance and reducing onboarding periods by 13 days.
  • Improved complaint resolution processes to address issues within 4 hours, enhancing the guest experience and reducing negative online reviews by 19%.
  • Worked with the IT department to upgrade front desk software systems, resulting in the reduction of reservation processing time by 62% minutes.
  • Collaborated with housekeeping and maintenance teams to efficiently sort and delegate work orders, enhancing service speed by 77%.
  • Provided exceptional customer service during high-demand periods, boosting repeat business by 28% in 2020.
  • Resolved 4 guest complaints monthly related to front desk service, contributing to a 23% increase in overall guest satisfaction.
  • Implemented new auditing procedures for night shifts, improving front desk reconciliation speed by 32% and ensuring compliance with audit standards.
  • Assessed and managed frontline guest services operations through staff performance reviews, growing customer satisfaction ratings by 41% year on year.

Affiliations

  • Certified Revenue Management Executive (CRME), HSMAI
  • Society of Human Resource Management
  • Project Management Institute (PMI) - Membership (For time management and prioritization)
  • Society of Human Resource Management (SHRM) - Member (For employee training and team efficiency)
  • Guest Service Excellence Committee
  • Association for Supply Chain Management (APICS)
  • Certified Hospitality Trainer (CHT) – American Hotel & Lodging Educational Institute
  • International Luxury Hotel Association (ILHA)
  • Certified Hotel Concierge Association
  • Conflict Resolution Practitioners Network

Certifications

  • ServSafe Food Handler Certification – Harbor & Co.
  • Certified Hospitality Housekeeping Executive (CHHE) - Beacon Labs
  • ServSafe
  • Certified Hospitality Revenue Manager (CHRM) – Cedar Works
  • Certified Hotel Receptionist - Ironclad Systems 2019
  • Customer Service Excellence Certificate (CSEC) - Meridian
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Front Desk Safety and Emergency Preparedness Certification - Brightline
  • Certified Resort Spa Professional (CRSP) - Northwind

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