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Skills

  • Communications
  • Hotel Information Systems (ServiceNow)
  • HIPAA Compliance for Guest Data
  • Operational improvement
  • Collaboration with Housekeeping and Maintenance
  • Handling special guest requests
  • Business operations
  • Interpersonal communication
  • Regulatory compliance
  • Billing and payment processing

Work Experiences

  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Conducted guest check-in procedures efficiently.
  • Collaborated with marketing to integrate guest feedback into promotional strategies, improving brand image and boosting guest retention by 10%.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Boosted guest retention by 10%.
  • Achieved Top Performer for having the highest guest satisfaction rating among 11 front-office employees in 2016.
  • Collaborated with housekeeping and maintenance to ensure all rooms were ready for guest arrivals, minimizing operational delays.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as procedure and process, in order to expedite resolution.
  • Achieved Top Performer for highest guest satisfaction.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Mathematical prowess and the ability to manage all front-office operations.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Guest Reception Agent is a friendly and polished Guest Reception Agent with demonstrated experience in process environments.
  • Multitasker and planner who is smooth and efficient.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Adept at delivering concierge-level services.

Accomplishments

  • Collaborated with management in launching the hotel's first guest app, contributing to 83% higher direct online bookings.
  • Assisted in forecasting and analyzing guest booking trends, contributing to a 32% increase in off-season occupancy.
  • Achieved 62% occupancy for metric through innovative upselling strategies and coordinated promotional efforts.
  • Assisted in preparing departmental budgets for hotel front office operations, leading to a 45% reduction in unexpected expenditures.
  • Built strong relationships with repeat guests and VIPs, increasing guest retention by 38% over 2020 at Atlanta.
  • Initiated system to track guest preferences/preferences in HubSpot, leading to 60% increase in personalized services and returning guests.
  • Responded promptly to guest inquiries and requests, leading to a 40% year-over-year increase in positive guest feedback.
  • Streamlined guest check-in/check-out procedures by implementing digital solutions, slashing average transaction times by 10%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a fundamental role in maintaining a 10-star hotel rating by continuously exceeding guest expectations during service interactions.

Affiliations

  • American Society for Quality (for guest experience quality improvements)
  • National Concierge Association (NCA)
  • Hotel Sales and Marketing Association International (HSMAI)
  • Institute of Customer Service
  • American Society of Safety Professionals
  • Project Management Institute
  • Ecotourism Society
  • First Aid/CPR Certification (2015)-Red Cross
  • Hospitality Digital Marketing Association
  • Guest Services Professional Association

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Hospitality and Tourism Management Certification, Florida Atlantic University
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Service Professional Certificate (CSP) - procedure
  • Diploma in Hospitality and Tourism Management - category
  • Guest Service Skills Training Certification - system
  • CERTIFIED Customer Service Excellence (CCSE) - process
  • Loyalty Program Management Course - standard
  • Certified Public Accountant
  • Apple Certified Associate (ACA)

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