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Skills

  • Data analysis for guest trends
  • Cash handling and reconciliation
  • Customized VIP guest experiences
  • Marketing collaboration for themed experiences
  • Business operations
  • MS Office
  • Guest complaint resolution
  • Relationship development
  • Guest satisfaction improvement
  • Customer service

Work Experiences

  • Boosted guest repeat visits by 21% through follow-up communication and personalized event invitations.
  • Gave clear instructions to activity and program participants in order to ensure their enjoyment and safety.
  • Collaborated with standard customers to determine their needs and deliver framework service.
  • Adjusted staffing based on data analytics.
  • Achieved recognition for excellence in 2019.
  • Achieved ITIL.
  • Achieved 12 additional event bookings.
  • Achieved 15 social media mentions.
  • Communicated upcoming events to guests.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 39% increases in brand awareness.
  • Consistently maintained a 100% accuracy record for daily transactions.
  • Experienced recreational leader with a strong focus on creating a robust and successful schedule.
  • Collaborate effectively in groups to generate innovative ideas and solutions to complex problems.
  • Within Miscellaneous, senior Guest Experience Host and outstanding performer in strategic planning and budget management.
  • Analyzed customer feedback trends.
  • Actively involved in cross-department initiatives.
  • Confident public speaker with experience leading tours that consistently receive the highest possible feedback ratings from guests.

Accomplishments

  • Trained 4 new team members on guest interaction best practices, raising customer feedback scores by 84%.
  • Worked directly with guests to resolve service issues and ensure long-term satisfaction, reducing negative feedback by 28% over one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Directed set-up and breakdown procedures for initiative events, ensuring venue readiness and staff efficiency.
  • Reduced service delays by 15% through proactive monitoring of venue operations and real-time problem-solving.
  • Collaborated daily with housekeeping and maintenance teams to maintain a venue cleanliness score of 40%, reducing guest complaints about venue appearance.
  • Integrated guest feedback into post-event reports, which directly influenced a 82% improvement in service design.
  • Collaborated with team of 5 in the development of procedure.
  • Resolved product issue through consumer testing.
  • Organized event scheduling and staff assignments for method, ensuring smooth operations and maintaining guest service quality.

Affiliations

  • Event Services Professionals Association (ESPA)
  • Jaycees
  • Luxury Hospitality Institute (LHI) Membership
  • Project Management Institute
  • The Institute of Hospitality
  • National Association of Professional Women in Hospitality (NAPWH)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Freemason
  • National Retail Federation (NRF) – Customer Experience Sector
  • Toastmasters

Certifications

  • Certified Business Analysis Professional (CBAP)
  • POS Systems and Software Training Certification by Summit Group
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute (AHLEI)
  • Cisco Certified Network Associate (CCNA)
  • Hospitality and Tourism Digital Marketing Certification by Asana
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Intermediate Business Analytics Certification by Jira
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)

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