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Skills

  • Cross-Selling Techniques
  • Communications
  • Customer service team training
  • Supervision
  • Digital systems for guest onboarding
  • Budgets
  • Customer service
  • Guest accommodations
  • Event coordination for large groups
  • Guest personalization strategies

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Answered 11 calls per one year to help customers with their questions and concerns.
  • Boosted team-wide performance.
  • Achieved retention of repeat guests.
  • Achieved President's Club for hospitality best practices.
  • Kept track of the concierge book at the front desk in order to provide visitors with useful local information.
  • Captured market insights through guest interaction.
  • Collaborated with framework customers to determine their needs and deliver program service.
  • Transported ServiceNow to the past year customer locations.
  • Contributed to a 75% increase in positive online reviews.

Summaries

  • Comprehensive knowledge of cross-selling techniques.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Anticipated guest needs effectively.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Professional with more than 18 years of experience working as a Concierge for high-end hotel chains.
  • Boosted guest satisfaction score by 23%.
  • Achieved a satisfaction rating of 73%.
  • Guest Experience Associate with 9 years of successful stakeholder engagement and quality assurance experience.
  • Within Miscellaneous, senior Guest Experience Associate and outstanding performer in process improvement and workflow optimization.

Accomplishments

  • Regularly analyzed guest feedback through surveys and online platforms, providing actionable insights that raised service quality ratings by 34%.
  • Managed bookings and event coordination for high-profile events, successfully accommodating up to 10 guests per event with flawless execution.
  • Designed and launched a digital guest preference profile, streamlining communication and ensuring a personalized guest experience, leading to loyalty increase by 37%.
  • Set up new guest onboarding procedures, reducing check-in times by 11% for first-time visitors.
  • Supported front desk operations during peak hours, managing check-ins/check-outs for 7 guests per shift.
  • Systematically managed 11 VIP guest accounts, ensuring personalized amenities and improving retention rates by 15%.
  • Tailored service offerings for VIP guests, directly contributing to 60% growth in service requests from high-profile clients.
  • Developed and maintained relationships with over 4 local vendors, boosting guest engagement through curated local deals.
  • Regularly organized local site tours for guests, amplifying guest engagement with the local area and supporting a 22% increase in amenity usage.
  • Collaborated with local vendors to secure exclusive guest discounts, driving a 29% increase in returning customers.

Affiliations

  • Guest Relations and Concierge Club
  • Rotary International
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Lions Club
  • Society of Human Resource Management
  • International Live Events Association (ILEA)
  • Travel and Tourism Research Association (TTRA)
  • Society of Customer Experience Professionals
  • American Society of Safety Professionals
  • Emerging Leaders in Hospitality Program

Certifications

  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Management of Hotel Operations Certificate – Meridian
  • Positive Leadership in Hospitality Certificate – procedure
  • Emotional Intelligence and Negotiation Skills Certificate – Cedar Works
  • Certified Hospitality and Tourism Professional (CHTP) - American Hotel & Lodging Educational Institute
  • Project Management Professional (PMP)
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Service Quality and Improvement for Hospitality Certificate – Beacon Labs

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