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Skills

  • Conflict resolution and de-escalation techniques
  • Brand management
  • Guest accommodations
  • Vendor interaction
  • Customer data analysis for service improvement
  • Digital reputation management (Microsoft Excel)
  • Team management
  • Budget Management and Cost Control
  • Problem resolution
  • Office and staff streamlining

Work Experiences

  • Assured ADA-compliance for all guest areas, enabling a 67% improvement in accommodation satisfaction for guests with accessibility needs.
  • Achieved a 79% increase in repeat guest bookings through personalized follow-ups and post-departure satisfaction checks.
  • Addressed all guest concerns within 10 hours.
  • Booked large groups for weddings, seminars, conferences, and other events at the best rates available.
  • Transported Asana to the past year customer locations.
  • Was in charge of the day-to-day operations of a brand new 8-room hotel with a staff of 10.
  • Continuously audited service protocols, leading to a 36% improvement in operational efficiency across all guest-facing departments.
  • Achieved a 45% improvement in reviews.
  • Collaborated with framework customers to determine their needs and deliver standard service.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Achieved 39% increase in repeat business over the past year.
  • Achieved 53% operational efficiency improvements.
  • Automated and coordinated have a history of driving company growth.
  • Awarded Top Performer for excellence in hospitality.
  • Costs were consistently reduced while profits were increased.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Award-winning Guest Care Manager with demonstrated success in enhancing service quality by 51% and driving revenue growth through upselling techniques across HubSpot.
  • Guest Care Manager with 4 years of successful stakeholder engagement and project management experience.
  • Achieved superior customer service ratings.

Accomplishments

  • Utilized ServiceNow CRM to manage guest profiles, successfully increasing returning guest satisfaction scores by 59%.
  • Led crisis management efforts during standard, achieving a 43% boost in guest trust and satisfaction post-resolution.
  • Led and organized framework, achieving a 17% increase in guest engagement and boosting repeat bookings over two years.
  • Enhanced the check-in and check-out process through targeted technology improvements, reducing guest wait time by 38% minutes.
  • Achieved and sustained guest experience personalization standards across the team, leading to a 84% increase in positive online reviews.
  • Reduced operational costs by 85% through improved inventory management, without compromising service quality.
  • Managed a team of 16 frontline staff, resulting in a 55% increase in on-site guest satisfaction during peak operations.
  • Refined guest check-in process, shortening wait times by 47% and contributing to a seamless guest experience.
  • Enhanced team morale and retention by implementing a staff recognition program, achieving a 42% reduction in turnover.
  • Streamlined the complaint escalation process, reducing resolution time by 82% and bolstering guest favorability ratings.

Affiliations

  • International Concierge and Guest Relations Association (Les Clefs d’Or)
  • International Council of Nurses
  • Event Planning Association (EPA)
  • Institute of Hospitality (IOH)
  • National Association of Hotel & Lodging Executives
  • First Aid/CPR Certification - 2024
  • Toastmasters
  • Jaycees
  • National Customer Service Association (NCSA)
  • Society of Human Resource Management

Certifications

  • Certified Hospitality Digital Marketer (CHDM) - standard
  • CompTIA Security+
  • Customer Experience Certification Program (CXCP) - Lakeside Partners
  • Certified Special Events Professional (CSEP) - International Live Events Association
  • First Aid/CPR Certified
  • Hospitality and Tourism Management Certification, Florida Atlantic University
  • Advanced Hospitality & Tourism Operations Certification - Cornell School of Hotel Administration
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)

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