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Skills

  • Problem resolution
  • Customer service
  • Operational improvement
  • Scheduling
  • Documentation and control
  • Project organization
  • Customer feedback analysis
  • Budgeting and cost control
  • Team building
  • Employee development and succession planning

Work Experiences

  • Activated incident-reporting systems resulting in faster resolution of guest issues and a 54% drop in potential legal claims.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Conducted competitive analysis to benchmark industry standards, leading to a restructured pricing model that increased bookings by 36%.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Achieved a 55% boost in front office efficiency.
  • Intervened between Front Office Team Leaders during arguments and diffused tense situations using vendor management and team leadership.
  • Addressed concerns promptly.
  • Restructured installation processes and staff teams, resulting in a 11% increase in productivity.
  • Achieved 56% increase in upsell.
  • Awarded Employee of the Year for successfully managing high-profile events with over 6 attendees, ensuring seamless operations.

Summaries

  • Accomplished within 9 months of implementation.
  • To meet project objectives, prioritize projects and multitask effectively.
  • A self-motivated and disciplined professional recognized for improving operational efficiencies and reducing front office department costs by $17 per year.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Meticulous Front Office Team Leader capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Microsoft Excel.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Front Office Team Leader who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Professional in office management and administration with 4 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • 17 years of experience streamlining processes, managing talented team members, and performing data analysis by an educated professional.
  • Recruiting established talent in workflow optimization and client relations for Front Office Team Leader.

Accomplishments

  • Collaborated with IT to launch new software system for booking management, which decreased manual administrative tasks by 71%.
  • Facilitated a 64% increase in repeat bookings by personalizing guest interactions and recommending tailored services.
  • Collaborated with marketing to incorporate guest feedback into targeted campaigns, resulting in a 18% uptick in bookings.
  • Managed the successful onboarding of Jira system, cutting front office admin times by 55% while improving service accuracy.
  • Collaborated with team of 13 in the development of standard.
  • Resolved product issue through consumer testing.
  • Enhanced hotel safety procedures, leading to a 66% decrease in reportable incidents while maintaining guest satisfaction.
  • Decreased guest complaints related to billing errors by implementing a Salesforce system for real-time financial tracking.
  • Streamlined inventory and supply management processes, reducing overall operational cost by 84%.
  • Led the front desk team through a significant procedure installation, improving guest service capabilities by 34%.

Affiliations

  • Certified Hospitality Supervisor (CHS) – Achieved certification that focuses on leadership and time management in front office operations.
  • Automation Professionals in Hospitality – Engaged with industry-specific automation tools to reduce scheduling conflicts and cut costs.
  • Certified Guest Service Professional (CGSP) – Recognized certification to enhance guest interactions and satisfaction scores.
  • Institute of Management Accountants (IMA) – Insights leveraged for financial planning in streamlining front desk operations.
  • Association for Supply Chain Management (APICS)
  • Certified Hotel Concierge (CHC) – Earned certification in 2015 through intensive training in customer service and guest satisfaction.
  • International Customer Service Association – Member, with quarterly participation in events focused on complaint resolution strategies.
  • International Association of Administrative Professionals
  • American Hotel & Lodging Association (AHLA) – Active member focusing on guest satisfaction and operational excellence.
  • Electronic Front Desk Professionals Association – Member, learning advanced check-in technologies and operational technologies.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP) by method
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Data-Driven Decision Making Certification from eCornell
  • Project Management Professional (PMP)
  • Hospitality and Tourism Management Certification by Florida Atlantic University
  • Certified Rooms Division Executive (CRDE) by American Hotel & Lodging Educational Institute
  • SHRM Senior Certified Professional (SHRM-SCP)

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