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Skills

  • Employee onboarding and training
  • Hospitality Industry Best Practices
  • Process improvement
  • Organization
  • Relationship development
  • Communications
  • Hotel accomodations
  • CRM software proficiency
  • Booking error tracking and minimization
  • Personalized guest accommodation

Work Experiences

  • Acted as a liaison between front office and housekeeping.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the delivery of procedure project by program team, which resulted in initiative.
  • Collaborated closely with the sales department to create customized group booking packages for corporate clients, increasing total revenue by $9.
  • Achieved process award recognition.
  • Conducted daily team meetings to review booking metrics and share department insights, driving a 56% improvement in team goal alignment.
  • Acted as a liaison between the front office and the housekeeping departments to improve room readiness, reducing wait time for guests by 56% minutes.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Contributed to a $16 increase in sales.
  • Assisted in the integration of new technologies.

Summaries

  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Accomplished Front Office Reservation Supervisor.
  • Client relations expertise and 3 years of experience are ready to be put to use.
  • Strengths in stakeholder engagement and quality assurance backed up by Miscellaneous training.
  • Contributed to a 45% increase in guest satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Accomplished Front Office Reservation Supervisor with a deep understanding of reservation systems, compliance regulations, and customer service principles that increase guest satisfaction scores by 68%
  • Accomplished supervisor with a collaborative approach.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Customer-focused supervisor with a strong background in CRM software, successfully managing 12 front desk agents and maintaining less than 16% booking errors.

Accomplishments

  • Assisted senior management in forecasting occupancy rates for 2022, improving accuracy and revenue projections by 65%.
  • Designed and executed training programs for new hires, reducing onboarding time by 30% and increasing job performance by 65% within 18 months.
  • Generated detailed front office reports and KPI data for management assessments, paving the way for more effective future sales promotions and strategic planning.
  • Spearheaded a reservation system overhaul, reducing system booking errors by 65% and leading to enhanced guest experiences.
  • Developed personalized packages for loyal and corporate clients, increasing repeat bookings by 52% in 2020.
  • Ensured the hotel's adherence to method by overseeing policy compliance, achieving a system% rating in performance audits.
  • Implemented a streamlined reservation system that increased overall booking processing efficiency by 19%, reducing manual entry errors.
  • Enhanced the hotel’s VIP services, including multilingual communication for international guests, resulting in increased guest satisfaction scores and repeat business.
  • Introduced a cross-departmental collaboration program, improving communication between reservations and housekeeping, and reducing booking conflicts by 72%.
  • Led the transition to a new reservation logging process, improving booking accuracy rates to 67% and reducing billing discrepancies by 20%.

Affiliations

  • Certified Hospitality Digital Marketer (CHDM) Program
  • Group Bookings and Reservation Specialists Network
  • International Association of Convention and Visitor Bureaus
  • National Concierge Association (NCA)
  • Toastmasters
  • Project Management Institute
  • Certified Rooms Division Executive (CRDE) through AHLEI
  • National Association of Social Workers
  • International Association of Hotel Receptionists (IAHR)
  • American Marketing Association

Certifications

  • CompTIA Security+
  • Project Management for Front Office Managers – PMI
  • Certified Business Analysis Professional (CBAP)
  • Hotel Industry Analytics (CHIA) Certification – STR
  • Property Management System (PMS) Training Certification – Adobe Creative Suite
  • Reservation Sales Specialist Certification – Cedar Works
  • Certified Hospitality Revenue Manager (CHRM) – eCornell
  • Cisco Certified Network Associate (CCNA)
  • Hospitality Financial Leadership Program – Brightline
  • Certificate in Hotel Revenue Management – eCornell

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