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Skills

  • Strategic planning
  • Mail handling
  • First Point of Contact Management
  • Guestroom Accommodation Requests
  • Method equipment
  • Appointment Scheduling Software (Power BI)
  • Operational improvement
  • High-Volume Email and Phone Correspondence Management
  • Professional telephone etiquette
  • Data entry accuracy and speed

Work Experiences

  • Assisted in the preparation of standard events, coordinating with multiple departments to ensure flawless execution, contributing to Top Performer.
  • Evaluated framework and standard data in order to provide customers with appropriate answers to procedure questions.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Achieved 4 savings on office supplies annually.
  • Maintenance of office equipment
  • Assessed customer service feedback daily.
  • Achieved category.
  • Compiled and evaluated customer feedback reports to present to management, enabling actionable insights and operational enhancements.
  • Assisted front office staff in managing guest check-ins and check-outs.
  • Assessed customer service feedback daily and implemented changes to improve overall desk operations, achieving Employee of the Year.

Summaries

  • Achieved a service score improvement of 35%.
  • Assisted with marketing promotions.
  • Professional with stakeholder engagement and quality assurance fluency.
  • Uses stakeholder engagement and workflow optimization skills to run an efficient office.
  • Adept in organizing large-scale event bookings.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Front Office Intern is a multi-talented Front Office Intern who is consistently rewarded for planning and operational improvements.
  • Adept in conflict resolution.
  • Adept at collaborating with maintenance and housekeeping.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Standardized guest feedback reporting for management teams, leading to a 25% increase in actionable insights from customer interactions.
  • Trained incoming interns on customer service protocols, leading to a 75% improvement in guest satisfaction during the past year.
  • Managed real-time room status updates in Microsoft Excel, improving booking accuracy and increasing hotel room occupancy rates by 75%.
  • Resolved over 14 guest complaints per week, achieving a 39% first-contact resolution success rate.
  • Collaborated with team of 17 in the development of system.
  • Implemented a more efficient categorization system resulting in a 55% reduction in document retrieval time for front office reports.
  • Coordinated VIP guest arrivals by overseeing special requests and room arrangements, resulting in a program satisfaction score.
  • Handled client inquiries and issues through phone and email support, leading to a 58% reduction in response time.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Boosted the efficiency of check-in procedures by implementing new time management strategies, decreasing average processing time by 82%.

Affiliations

  • Project Management Institute
  • Lions Club
  • International Customer Service Association (ICSA) – Hospitality Focus
  • Affiliated with Hospitality Financial and Technology Professionals (HFTP)
  • Hospitality Internship Program (HIP) – Phoenix
  • Hospitality Sales & Marketing Association International (HSMAI) – Student Chapter
  • Certified Hotel Industry Analyst (CHIA) – Industry Knowledge Certification
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Guest Relations Association for Hospitality Professionals

Certifications

  • First Aid/CPR Certification - process
  • Certified Food and Beverage Executive (CFBE), Harbor & Co., 2016
  • Hospitality Leadership Certificate - Cedar Works
  • Certification in Event Operations - Meridian
  • Project Management Professional (PMP)
  • Hotel Management Certification - Harbor & Co.
  • Hospitality and Tourism Management Certificate – framework
  • Microsoft Office Specialist Certification - category
  • Customer Service Representative Certification - program
  • Certified Accommodation Manager - Meridian

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