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Skills

  • Customer service
  • Hospitality Standards and Compliance
  • Front desk operations
  • Supervision
  • Relationship development
  • Data entry and records management
  • Customer feedback loop integration
  • Process improvement
  • Customer Relationship Management (CRM)
  • Program equipment

Work Experiences

  • Achieved results over 6 months.
  • Collaborated with cross-functional teams.
  • Achieved results within 6 months.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Addressed guest concerns around safety.
  • Collaborated with cross-functional teams to introduce eco-friendly guest programs, increasing guest engagement by 68% with the green initiative.
  • Collaborated with housekeeping and maintenance teams.
  • Used metric software to enter customer information and updated it whenever patrons changed rooms.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.

Summaries

  • Guest Experience Agent is a polite and upbeat person with excellent telephone etiquette.
  • Adaptable and energetic, with data analysis and workflow optimization abilities.
  • Accomplished hospitality specialist with a proven track record of improving operational workflows, reducing check-in and check-out times by 42% during peak hours.
  • Multitasker and planner who is smooth and efficient.
  • Achieved 23% faster onboarding.
  • Within Miscellaneous, senior Guest Experience Agent and outstanding performer in quality assurance and client relations.
  • Clear understanding of project management and client relations as well as workflow optimization training.
  • Provides dynamic service to customers and visitors.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adaptive Guest Experience Agent proficient in budget management and project management.

Accomplishments

  • Obtained Scrum Master in hospitality and service excellence, leading to a 71% increase in guest satisfaction.
  • Documented and resolved framework which led to method.
  • Consistently exceeded monthly sales targets by increasing upsell of room upgrades and premium packages by 43%.
  • Created detailed itineraries for guests, increasing utilization rates of in-house and partnered services by 16 per quarter.
  • Improved on-site guest experiences by implementing a new digital check-in system that lowered queue times by 2 minutes.
  • Collaborated with team of 16 in the development of initiative.
  • Designed guest feedback surveys, achieving a 38% increase in response rate and actionable insights that improved services.
  • Streamlined the check-in process, reducing wait times by 10 minutes and boosting guest satisfaction scores by 38% on Jira.
  • Attended to VIP clientele, delivering a tailored experience that increased repeat bookings by 75% year-over-year.
  • Managed and grouped guest transportation logistics for Denver, reducing delays and response times by 42%.

Affiliations

  • International Luxury Hotel Association (ILHA)
  • Jaycees
  • Guest Experience Network (GEN)
  • American Resort Development Association (ARDA)
  • International Association of Business Communicators (IABC)
  • American Medical Informatics Association
  • International Council of Nurses
  • Hospitality Technology Next Generation (HTNG)
  • Society of Women Engineers
  • Rotary International

Certifications

  • ServSafe
  • CompTIA Security+
  • Hotel and Restaurant Services Certificate by eCornell
  • Customer Relationship Management (CRM) Professional Certificate by Beacon Labs
  • Hospitality Management Certification by American Hotel Association (AHA)
  • Certified Rooms Division Executive (CRDE) by AHLEI
  • Certificate in Diversity and Inclusion in Hospitality by Summit Group
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Housekeeping Management Certification by AHLEI

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