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Skills

  • Project organization
  • Data-driven decision making
  • Check-in process enhancement
  • Business operations
  • Quality assurance in guest experiences
  • Conflict resolution and guest mediation
  • Front office staff productivity reporting
  • Relationship development
  • Supervision
  • Booking error tracking and minimization

Work Experiences

  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Automated reservation reporting through Tableau.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved process award recognition.
  • Automated reservation reporting through Workday, reducing manual input time by 58% and increasing overall accuracy.
  • Boosted revenue by $3 annually.
  • Had an excellent attendance record and was always on time for work.
  • Co-developed a loyalty perks program, increasing repeat guest reservations by 23% in 2022.
  • Achieved a 49% occupancy rate.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.

Summaries

  • Customer-focused supervisor with a strong background in CRM software, successfully managing 12 front desk agents and maintaining less than 16% booking errors.
  • Collaborated across departments.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Achieved a 74% improvement in VIP services.
  • Achieved results over three years.
  • Achieved reductions through effective report auditing.
  • Bilingual Reservation Supervisor.
  • An accomplished supervisor with a collaborative approach, leading partnerships across departments resulting in improved guest experiences and a 22% improvement in VIP services.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Aligned with method compliance.

Accomplishments

  • Developed tailored reservation protocols for high-demand guests and corporate clients, improving client retention rates by 19%.
  • Resolved product issue through consumer testing.
  • Provided VIP guest services for special clients, ensuring personalized attention and boosting repeat business by 62% across 3 corporate accounts.
  • Developed personalized packages for loyal and corporate clients, increasing repeat bookings by 52% in 2020.
  • Trained a team of 6 front desk agents on new reservation protocols, enhancing team competency and boosting overall guest satisfaction ratings to 48%.
  • Enhanced the hotel’s VIP services, including multilingual communication for international guests, resulting in increased guest satisfaction scores and repeat business.
  • Collaborated with IT and operations teams to enhance the hotel’s booking APIs, improving system uptime by 78% during high-volume periods.
  • Spearheaded a reservation system overhaul, reducing system booking errors by 65% and leading to enhanced guest experiences.
  • Enhanced the tracking systems for special events, leading to a boost in group sales by $6 across 4 major events in 2016.
  • Took initiative to review and refine internal reservation processes, streamlining workflows and cutting average customer response times by 45%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Global Hospitality Certification (GHC) Membership
  • Society of Women Engineers
  • Institute of Hospitality
  • International Hospitality and Travel Association
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • National Association of Social Workers
  • Global Business Travel Association (GBTA)
  • Society for Human Resource Management (SHRM) - Hospitality Chapter

Certifications

  • Time Management for Hospitality Professionals Certification – Vantage
  • Hotel Revenue Management Certification - Northwind
  • Building Customer Loyalty Certification – metric
  • Multilingual Guest Service Certification – initiative
  • Project Management Professional (PMP)
  • Rooms Division Management Certificate – Les Roches Global Hospitality
  • Certified Hospitality Supervisor (CHS) – Meridian
  • Hospitality Data Analytics – eCornell
  • Reservation Sales Specialist Certification – Cedar Works
  • Certified Public Accountant

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