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Skills

  • Hotel management software usage
  • File management
  • Communications
  • Project organization
  • Customer-centric approach to service delivery
  • Cash Handling
  • Time management
  • Feedback collection and action planning
  • Customer service
  • Upselling strategies

Work Experiences

  • Was in charge of a fast-paced front desk operation at a busy program facility with up to 11 nightly visitors.
  • Collected feedback through post-stay surveys, with a response rate improvement of 27% and actionable insights discussed in weekly meetings.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as system and program, in order to expedite resolution.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Conducted daily quality control checks.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Briefed team members on property conditions.

Summaries

  • Achieved a 52% increase in post-stay feedback responses.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at enhancing front desk efficiency.
  • Adept at utilizing CRM systems like Microsoft Excel for guest tracking and interdepartmental communication, ensuring guest needs are promptly met.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and strategic planning.
  • Guest Experience Representative is a friendly and polished Guest Experience Representative with demonstrated experience in program environments.
  • Anticipated guest needs.
  • Award-winning Guest Experience Representative recognized for outstanding guest service in 2023, continuously delivering exceptional guest experiences.
  • Provides dynamic service to customers and visitors.

Accomplishments

  • Led a customer service initiative that significantly reduced response time to guest inquiries from the past year to 7 minutes.
  • Collaborated with team of 2 in the development of method.
  • Assisted in achieving CPA for the property by training staff on compliance with quality standards and guest service protocols.
  • Actively promoted special offers and loyalty programs to guests, resulting in a 40% improvement in repeat bookings.
  • Collaborated with the management team to implement new guest check-in procedures, reducing wait times by 49% during peak hours.
  • Actively contributed to the launch of a guest feedback app, leading to a 35% increase in guest participation and feedback completion.
  • Regularly communicated with guests before, during, and after their stay, raising guest satisfaction scores by 65% by end of Q11.
  • As a team leader, helped achieve category through focused coaching on customer service excellence and process efficiency.
  • Collaborated with colleagues across departments to successfully implement HubSpot, streamlining guest check-ins and reducing errors by 50%.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified Guest Service Professional (CGSP) certification through AHLEI
  • Global Business Travel Association (GBTA)
  • Women's Leadership Network in Hospitality (WLNH)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • American Marketing Association
  • Customer Service Professionals Network (CSPN)
  • Association of Information Technology Professionals
  • Association for Computing Machinery
  • Guest Experience Management (GEM) Certification

Certifications

  • Multichannel Customer Support Certification by Harbor & Co.
  • Hospitality Protocol Training Certificate by Meridian
  • Hospitality and Tourism Management Certificate from Florida Atlantic University
  • Certified Communication Skills Practitioner by the International Association of Professional Career Certifications (IAPCC)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Certified Guest Services Professional (CGSP) by the American Hotel & Lodging Educational Institute (AHLEI)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Essentials Training Program by metric
  • Salesforce

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