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Skills

  • Conflict de-escalation skills
  • Conflict resolution and mediation
  • Mail handling
  • Scheduling
  • Customer service
  • Bookkeeping
  • Supervision
  • Data entry
  • First Point of Contact Management
  • Operational improvement

Work Experiences

  • Confirmed guest appointments.
  • Collaborated with the sales team to convert phone inquiries into room bookings, increasing hotel occupancy by 66% during high-demand seasons.
  • Assisted front office staff in managing guest check-ins and check-outs.
  • Print, copy, and organize documents that are related.
  • Assessed customer service feedback daily and implemented changes to improve overall desk operations, achieving Employee of the Year.
  • Balanced daily cash drawers with 100% accuracy, enacting internal checks to ensure consistency across financial reports.
  • Distributed administrative tasks strategically among method employees and provided guidance to help them perform better.
  • Balanced daily cash drawers with 100% accuracy.
  • Addressed issues regarding room amenities and service quality.
  • Achieved results within the past year.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Achieved a 62% improvement in guest satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Extensive experience in initiative office administration and related positions.
  • Versatile Front Office Intern with data analysis knowledge and strong strategic planning abilities.
  • Hands-on professional with team leadership and stakeholder engagement abilities.
  • Achieved a service score improvement of 35%.
  • Adept at collaborating with maintenance and housekeeping.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Collaborated closely with housekeeping and maintenance teams to ensure timely room turnover, resulting in a 34% increase in guest satisfaction.
  • Enhanced guest loyalty program enrollment by 67% through effective promotion at check-in and checkout, increasing retention by 60%.
  • Actively communicated with front and back office teams to ensure smooth operations during high-volume shifts, contributing to a 64% increase in team productivity.
  • Standardized guest feedback reporting for management teams, leading to a 25% increase in actionable insights from customer interactions.
  • Documented and resolved framework which led to metric.
  • Assisted in organizing front-desk resources and restocking processes, decreasing supply shortages by 31% and operational disruptions by 50%.
  • Successfully onboarded 13 new hires, introducing them to best practices which led to a 54% reduction in training time.
  • Boosted the efficiency of check-in procedures by implementing new time management strategies, decreasing average processing time by 82%.
  • Assisted in financial report generation and reconciliation, ensuring on-time monthly submission with a 42% accuracy improvement over time.
  • Spearheaded the introduction of automated room availability tools in QuickBooks, increasing the accuracy of booking systems by 68%.

Affiliations

  • American Resort Development Association (ARDA) – Student Internship Program
  • Rotary International
  • National Hospitality Institute (NHI) – Workshops & Training Participant
  • Freemason
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Jaycees
  • Host for Hotel Management Student Conferences
  • Executive Trainee Program for Front Office Operations at initiative
  • Society of Women Engineers

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Hospitality Supervisor (CHS) – program
  • Certified Reservation Sales Specialist (CRSS) - Beacon Labs
  • Apple Certified Associate (ACA)
  • Certificate in Hotel Operations - initiative
  • Hospitality Human Resources Certification - Beacon Labs
  • Hotel Management Certification - Harbor & Co.
  • Guest Service Gold® Certification (American Hotel & Lodging Educational Institute)
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)

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