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Skills

  • Category equipment
  • Organization
  • Complaint resolution
  • Data analysis for improvement initiatives
  • Business operations
  • Client needs assessment and fulfillment
  • Process improvement
  • Customer experience enhancement
  • Attention to detail in guest interactions
  • Relationship development

Work Experiences

  • Achieved Innovation Award in guest relations.
  • Collaborated with the hospitality team.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during metric absence.
  • Conducted daily quality control checks, briefing team members on property conditions to maintain 17% operational efficiency.
  • Achieved Top Performer in guest relations after successfully handling high-pressure situations during holiday seasons.
  • Achieved results within one year by end of 2020.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Collaborated with Marketing on guest promotions.
  • Balanced reports with zero overages.
  • Communicated room availability with housekeeping.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Adept at enhancing front desk efficiency.
  • Strengths in project management and process improvement backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Actively promoted dining and amenities.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at utilizing CRM systems like Microsoft Excel for guest tracking and interdepartmental communication, ensuring guest needs are promptly met.
  • Guest Experience Representative with 8 years of experience working in a guest service environment.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and strategic planning.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Implemented proactive guest feedback strategies, leading to a 62% increase in overall NPS (Net Promoter Score) by end of 2021.
  • Successfully increased in-house dining and amenities bookings by $17 during Q7, through personalized guest service and targeted promotions.
  • Assisted in achieving CPA for the property by training staff on compliance with quality standards and guest service protocols.
  • Led customer service team in resolving initiative complaints within 18 months, elevating overall guest satisfaction levels by 50% in 2017.
  • Actively promoted special offers and loyalty programs to guests, resulting in a 40% improvement in repeat bookings.
  • Oversaw the inventory system for guest amenities, streamlining reorder processes and reducing stock shortages by 15%.
  • Handled high-volume guest requests during initiative, successfully managing over 14 interactions daily while maintaining exceptional service standards.
  • Conducted daily quality checks of facilities, ensuring 24% efficiency in operations and immediate resolution of potential guest issues.
  • Identified and rectified service gaps in weekly team meetings, prompting 18 major process improvements that enhanced guest experience.
  • Presented weekly reports to management based on guest feedback, initiating adjustments that resulted in a 67% reduction in complaints.

Affiliations

  • American Marketing Association
  • Jaycees
  • Association of Talent Development (ATD) Hospitality and Tourism
  • Certified in Hotel Industry Analytics (CHIA)
  • National Concierge Association (NCA)
  • Hospitality Industry Professionals Organization
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Customer Service Professionals Network (CSPN)

Certifications

  • Conflict Resolution Certificate from Cedar Works
  • Institute of Customer Service (ICS) Professional Award in Customer Service Leadership
  • Salesforce
  • Certified Professional Hospitality Expert (CPHE) from the National Association of Hospitality Professionals
  • Certified Hospitality Concierge (CHC) by the Concierge Society of Chicago
  • Emotional Intelligence for Customer Service Certification from Adobe Creative Suite
  • Project Management Professional (PMP)
  • Front Desk Representative Certification (FDRC) by the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hotel Concierge (CHC) by Les Clefs d'Or
  • Microsoft Certified Systems Engineer (MCSE)

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