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Skills

  • Documentation and control
  • Check-in/Check-out Process Improvement
  • Business operations
  • Data Management
  • Credit and collections
  • Front Office Workflow Redesign
  • Customer service excellence
  • Bookkeeping
  • Cash Handling & Financial Transactions
  • Strategic planning

Work Experiences

  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Achieved the highest guest satisfaction score.
  • Collaborated with engineering to streamline front office operations.
  • Activated incident-reporting systems resulting in faster resolution of guest issues and a 54% drop in potential legal claims.
  • Awarded Employee of the Year for successfully managing high-profile events with over 6 attendees, ensuring seamless operations.
  • Restructured installation processes and staff teams, resulting in a 11% increase in productivity.
  • Achieved a 25% retention rate for high-performing employees.
  • Was in charge of billing, collection, and reporting for an office that generated over $6 per year.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Activated incident-reporting systems.

Summaries

  • Adaptable person with performance reporting and risk assessment abilities.
  • These abilities, as well as a strong work ethic, are available.
  • Team player who is methodical and detail-oriented and has expertise in cross-functional collaboration.
  • Accomplished Front Office Team Leader.
  • Within Miscellaneous, senior Front Office Team Leader and outstanding performer in stakeholder engagement and project management.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Accomplished Front Office Team Leader with a strong focus on staff mentoring and onboarding. Developed a streamlined training program, reducing new hire ramp-up time by 2% and improving team performance by 76%. Also recognized for retaining 52% of high-performing employees.
  • Highly skilled in process improvement terminology, as well as departmental payroll, budgeting, and AP/AR activities.

Accomplishments

  • Led the execution of a large-scale staffing plan during peak seasons, achieving 35% occupancy with no detriment to guest satisfaction.
  • Collaborated with team of 13 in the development of standard.
  • Championed the use of a new guest loyalty program, driving a 36% increase in returning guests within 5 months.
  • Initiated an automated feedback collection system that improved response time to guest inquiries and concerns by 79%, boosting hotel’s reputation.
  • Developed and delivered ongoing customer service training for front desk staff, raising first-contact resolution rates by 77%.
  • Directed crisis management during operational disruptions (e.g., IT failures, guest escalations), minimizing downtime by 49%.
  • Reduced average room booking errors by 61% through reviewing and refining the reservation training process for all staff.
  • Fostered a guest-centric culture by promoting transparency and real-time feedback engagement, leading to a 65% improvement in overall engagement scores.
  • Managed the successful onboarding of Jira system, cutting front office admin times by 55% while improving service accuracy.
  • Piloted a guest rewards initiative that increased referrals by 40%, contributing to overall occupancy growth.

Affiliations

  • Front Office Leaders Network – Engaged with international teams focused on strategies to improve performance and resolve conflicts.
  • Institute of Management Accountants (IMA) – Insights leveraged for financial planning in streamlining front desk operations.
  • Hospitality Sales and Marketing Association International (HSMAI) – Collaborated with sales and marketing teams to enhance guest experience.
  • Club Managers Association of America (CMAA) – Gained expertise in high-end guest services and front office expectations.
  • International Association of Administrative Professionals
  • Electronic Front Desk Professionals Association – Member, learning advanced check-in technologies and operational technologies.
  • Hospitality Leaders of America – Continuous learning in marketing collaboration and front office performance improvement.
  • Association for Supply Chain Management (APICS)
  • Leadership in Hotel and Hospitality Front Office Management – Actively participated in leadership programs to improve team productivity.
  • International Council of Nurses

Certifications

  • Hotel Revenue Management Certification from Cornell University
  • First Aid/CPR Certified
  • CompTIA Security+
  • Conflict Management & Negotiation Skills Certificate for Hospitality
  • Certified Property Manager Certification by IREM (Institute of Real Estate Management)
  • Project Management Professional (PMP) by method
  • Advanced Hospitality Revenue Management Certificate by eCornell
  • Hospitality Management Essentials: Certification by Udemy
  • Apple Certified Associate (ACA)
  • Hospitality Financial & Technology Professionals (HFTP) Certification

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