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Skills

  • Staff management
  • Supervision
  • Customer complaint resolution
  • Organization
  • Scheduling
  • Relationship development
  • Business operations
  • Continuous Staff Development and Recognition
  • First Aid/CPR
  • Credit and collections

Work Experiences

  • Anticipated guest needs.
  • Audited room inventory discrepancies.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Was in charge of billing, collection, and reporting for an office that generated over $2 per year.
  • Collaborated with management to adjust shift schedules in response to staffing requirements, resulting in a 27% enhancement in coverage during peak times.
  • Intervened between Front Office Shift Leaders during arguments and diffused tense situations using cross-functional collaboration and budget management.
  • Collaborated with sales for ADA compliance.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Conducted regular team briefings.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.

Summaries

  • Looking for a management position with a company in the Miscellaneous sector.
  • Accomplished professional skilled in optimizing front office operations, reducing check-in errors by 72%, and maintaining high standards in guest service delivery.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Team player who is methodical and detail-oriented and has expertise in performance reporting.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Achieved 'Best Front Office Service' recognition in 2023.
  • Front Office Shift Leader is a multi-talented Front Office Shift Leader who is consistently rewarded for planning and operational improvements.
  • These abilities, as well as a strong work ethic, are available.
  • Accelerated new team members' productivity.
  • With 6 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.

Accomplishments

  • Reduced pre-arrival errors and miscommunication by 68% through the implementation of a CRM system coupled with staff retraining.
  • Developed and executed new front office staff training programs for a property management system upgrade, reducing check-in errors by 73%.
  • Collaborated with the management team to implement ADA compliance measures, increasing accessibility satisfaction rates among disabled guests by 25%.
  • Implemented a dynamic scheduling system that optimized staff availability during peak periods, reducing wait times by 67%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with IT department to integrate key software upgrades, ensuring smooth operations and improving system uptime by 21%.
  • Worked closely with the housekeeping department to reduce room turnover delays, coordinating efforts to meet engineering efficiency goals by 40%.
  • Led a team of front office staff, ensuring optimal performance during high-volume shifts while maintaining service quality standards.
  • Achieved Lean in 2016, leading efforts to ensure consistent compliance with hospitality industry standards and property regulations.
  • Documented and resolved procedure which led to metric.

Affiliations

  • International Travel and Tourism Association (ITTA)
  • Hospitality Leaders Forum
  • Certified Hotel Administrator (CHA) Certification
  • Association of Information Technology Professionals
  • Professional Convention Management Association (PCMA)
  • Association for Computing Machinery
  • Hospitality Technology Professionals Network
  • Hotel Sales & Marketing Association International (HSMAI)
  • Certified Hospitality Supervisor (CHS) - Lean
  • Association for Supply Chain Management (APICS)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Risk Management for Hospitality Certificate - program
  • Train-the-Trainer Certification - metric
  • Guest Service Gold® Certification (American Hotel & Lodging Educational Institute)
  • Customer Service Excellence Certification - metric
  • Leadership Through Emotional Intelligence Certificate - system method
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • First Aid/CPR Certified
  • Hotel Operations Tactics & Strategy (HOTS) - framework
  • Complaint Management in Hospitality Certificate - metric

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