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Skills

  • Training material development
  • Supervision
  • Complaint Resolution & Escalation
  • Ancillary Revenue Generation
  • Cross-functional team collaboration
  • Client relations management
  • Organization
  • Team building
  • Customer Loyalty Program Development
  • Brand success

Work Experiences

  • Achieved a 68% reduction in response time for guest inquiries.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Answered 14 calls per 6 months to help customers with their questions and concerns.
  • Kept track of the concierge book at the front desk in order to provide visitors with useful local information.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with process customers to determine their needs and deliver framework service.
  • Solved framework issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.

Summaries

  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Collaborative and data-driven professional with a knack for leveraging guest feedback to enhance service delivery, resulting in 31% higher guest satisfaction scores.
  • Concierge service with over 18 years of hospitality and tourism experience.
  • Collaborative and data-driven professional.
  • Achieved 50% improvements in check-in efficiency.
  • Achieved operational excellence.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved resolutions within the first the past year.
  • Achieved a 2% increase in direct bookings.

Accomplishments

  • Directed staff development programs that aligned with corporate hospitality standards, achieving Scrum Master for finance in 2015.
  • Collaborated with sales to improve service operations during peak periods, resulting in a 14-unit increase in customer throughput per hour.
  • Optimized staff scheduling based on real-time demand metrics, reducing labor costs by 45% while maintaining service quality.
  • Improved guest amenities package offerings by partnering with method, contributing to a 53% increase in premium room bookings.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with technology vendors to implement a new CRM platform, improving guest booking speed and efficiency by 74%.
  • Executed guest feedback surveys post-checkout, contributing to a framework improvement in online rating reviews within three years.
  • Introduced specialized training on handling guest escalations, which resulted in a 39% improvement in first-call resolution rates.
  • Designed and launched special promotional packages for high-occupancy events, resulting in a 18% year-over-year revenue growth.
  • Introduced digital guest feedback kiosks in the lobby, contributing to 67% increased participation in on-site feedback.

Affiliations

  • International Leadership Association (ILA)
  • International Association of Amusement Parks and Attractions (IAAPA)
  • Society of Women Engineers
  • Hospitality Financial and Technology Professionals (HFTP)
  • Lions Club
  • Institute of Hospitality
  • Freemason
  • American Marketing Association
  • International Association of Conference Centers (IACC)
  • American Resort Development Association (ARDA)

Certifications

  • Front Office Operations Essentials - AHLEI
  • Certified Hospitality Revenue Manager (CHRM) - method
  • Revenue Management Fundamentals Certification - eCornell
  • Certified Hotel Administrator (CHA) - AHLEI
  • Project Management Professional (PMP) - PMI
  • Hotel and Hospitality Management Diploma - Cedar Works
  • Certified Hospitality Supervisor (CHS) – method
  • GDPR Compliance Certification for Hospitality - Cedar Works
  • Data-Driven Decision Making for Managers - metric
  • Excellence in Service Operations - Coursera

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