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Skills

  • First Aid/CPR
  • Marketing
  • Crisis management and emergency response
  • Conflict resolution and de-escalation techniques
  • Supervision
  • Guest experiences
  • Problem resolution
  • Relationship development
  • Customer data analysis for service improvement
  • Budgets

Work Experiences

  • Transported Asana to the past year customer locations.
  • Conducted quarterly performance evaluations for 2 staff members.
  • Assumed full responsibility for department budgets and operational expenses, reducing departmental costs by $11 while maintaining service quality standards.
  • Assumed full responsibility for department budgets.
  • Booked large groups for weddings, seminars, conferences, and other events at the best rates available.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 40% decrease in overtime pay.
  • Collaborated with marketing teams on guest retention strategies which increased loyalty program enrollment by 24% % within several months.
  • Addressed all guest concerns within 10 hours.
  • Improved the bottom line by streamlining process processes, budgets, and procurement strategies.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Within Miscellaneous, senior Guest Care Manager and outstanding performer in data analysis and cross-functional collaboration.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Working for high-end hotel chains for more than 9 years, I am a highly communicative professional.
  • Achieved 57% complaint reduction.
  • Clear understanding of stakeholder engagement and team leadership as well as budget management training.
  • Achieved results through personalized guest engagements.
  • Team player with the ability to provide outstanding customer service.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Utilized ServiceNow CRM to manage guest profiles, successfully increasing returning guest satisfaction scores by 59%.
  • Documented and resolved process which led to system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 9 in the development of process.
  • Led crisis management efforts during standard, achieving a 43% boost in guest trust and satisfaction post-resolution.
  • Monitored and analyzed guest data trends, contributing to key decision-making that improved guest retention by 40%.
  • Managed a team of 16 frontline staff, resulting in a 55% increase in on-site guest satisfaction during peak operations.
  • Led a team to exceed guest loyalty program enrollment targets by 25% through proactive guest engagement and personalized offerings.
  • Managed a budget of 2, ensuring optimal resource allocation while maintaining a 46% guest satisfaction rate.
  • Took initiative in organizing annual category, achieving a 16% increase in guest participation and satisfaction year-over-year.

Affiliations

  • Society of Women Engineers
  • Certified Hotel Administrator (CHA) - 2023
  • Certified Hospitality Revenue Manager (CHRM) 2024
  • Certified Guest Service Professional (CGSP) 2023
  • Institute of Hospitality (IOH)
  • National Customer Service Association (NCSA)
  • Association of Information Technology Professionals
  • Society for Human Resource Management (SHRM)
  • Association for Supply Chain Management (APICS)
  • National Organization for Guest Relations Professionals

Certifications

  • Certified Revenue Management Executive (CRME) - HSMAI
  • Luxury Sales and Service Certification - Forbes Travel Guide
  • CompTIA Security+
  • ServSafe
  • Project Management Professional (PMP)
  • Emergency Response and Crisis Communication in Hospitality Certification - Brightline
  • ServSafe Manager Certification - National Restaurant Association
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Revenue and Distribution Management - eCornell
  • Hotel & Hospitality Management Training Program - University of Central Florida

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