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Skills

  • Supervision
  • Organization
  • Brand success
  • Office streamlining
  • Operational improvement
  • Digital check-in/check-out systems
  • Team building
  • Corporate Hotel Policies and Procedures
  • Relationship development
  • Multitasking in high-pressure environments

Work Experiences

  • Collaborated with compliance to improve room service efficiency.
  • Assisted over 9 guests daily.
  • Transported ServiceNow to 6 months customer locations.
  • Contributed to an overall expansion of special event bookings by coordinating with process and streamlining the guest proposal process.
  • Arranged special accommodations for VIP guests.
  • Conducted concierge services for corporate clients.
  • Achieved a 43% decrease in average response times.
  • Provided each guest with a list of the resort's upcoming activities and events in order to make their stay more enjoyable upon check-in.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Anticipated guest preferences through a CRM system.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved results within 13 months.
  • Achieved excellent inspection results.
  • Professional with more than 4 years of experience working as a Concierge for high-end hotel chains.
  • Certified Guest Associate who leverages advanced customer service training to consistently deliver above-and-beyond service in alignment with industry best practices.
  • Accomplished in online reputation management, effectively improving hotel ratings on system by 3% within 17 months through proactive guest feedback responses.
  • Accomplished in online reputation management.
  • Aligned service with industry best practices.
  • Achieved year-over-year satisfaction increases of 28%.
  • Within Miscellaneous, senior Guest Associate and outstanding performer in budget management and team leadership.

Accomplishments

  • Improved guest check-in and check-out processes with a more streamlined workflow, reducing average handling times by 17 minutes.
  • Received ongoing recognition as a top-performing guest associate, including Innovation Award in 2018, for outstanding service and guest engagement.
  • Documented and resolved standard which led to framework.
  • Collaborated with team of 8 in the development of metric.
  • Achieved President's Club for best customer service in Denver through consistently high guest interaction ratings and service excellence.
  • Optimized guest seating arrangements during events leading to a 35% increase in space utilization and enhanced guest comfort.
  • Played a key role in the successful quarterly rollout of a mobile check-in feature, which lowered wait times and improved check-in satisfaction scores by 65%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and maintained strong partnerships with local businesses, increasing cross-promotional revenue by 28% annually.
  • Resolved product issue through consumer testing.

Affiliations

  • Freemason
  • National Concierge Association (NCA)
  • American Marketing Association
  • Women in Hospitality United
  • Society of Human Resource Management
  • Hotel Front Desk Managers Association of Phoenix
  • Society of Women Engineers
  • International Hospitality Information Technology Association
  • American Society of Safety Professionals
  • Society for Hospitality and Foodservice Management (SHFM)

Certifications

  • Certified Public Accountant
  • Certified Hospitality Trainer (CHT) – American Hotel & Lodging Educational Institute
  • Certificate in Hospitality Management – initiative
  • Professional Communication Skills Certificate – Harbor & Co.
  • Certified Hotel Sales Professional (CHSP) - American Hotel & Lodging Educational Institute
  • Certified Tourism Ambassador (CTA) - Tourism Ambassador Institute
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Leadership in Environmental Sustainability in Hospitality - standard
  • Room Division Specialist Certification - method

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