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Skills

  • Word processing
  • Phone and email etiquette
  • Program equipment
  • Supervision
  • Emergency and evacuation procedures
  • Business operations
  • Cash and credit transaction accuracy
  • Positive online review generation
  • Regulatory compliance
  • Operational improvement

Work Experiences

  • Delivered speed and efficiency to front-office operations.
  • Assisted international guests.
  • Achieved Excellence Award for Excellent Guest Service.
  • Contributed to positive feedback scores.
  • Developed long-term relationships with corporate accounts.
  • Created weekly employee work schedules for 12 team members, making sure that all shifts were covered.
  • Assisted international guests by coordinating multi-language services and responded to inquiries in 7 languages, enhancing customer satisfaction.
  • Oversaw 15 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved Employee of the Year in guest service excellence by consistently exceeding operational and guest satisfaction benchmarks.
  • Cut guest waiting times by 15% %.

Summaries

  • Customer-focused multitasker looking for a program position with an exciting company.
  • Achieved a 57% increase in returning clients.
  • Accomplished Guest Receptionist.
  • Achieved a 63% reduction in booking errors.
  • Adept Guest Receptionist with expertise in promoting room upgrades, cross-selling hotel services, and implementing revenue-building strategies to increase monthly sales by $18.
  • Adept Guest Receptionist with expertise in promoting room upgrades.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adapted quickly to guest needs.
  • Guest Receptionist is a polite and upbeat person with excellent telephone etiquette.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.

Accomplishments

  • Implemented multilingual customer service (English, initiative, metric), serving international guests more effectively and boosting guest satisfaction scores by 54% over 2015.
  • Regularly conducted cross-departmental meetings to improve guest check-in and check-out processes, decreasing check-in wait times by 42% minutes.
  • Leveraged social media proficiency to engage with guests pre-arrival, increasing direct bookings by 25%.
  • Spearheaded the implementation of paperless check-in systems, reducing administrative costs by 19% and improving guest registration efficiency.
  • Mentored a team of junior receptionists, decreasing onboarding time by 66% through hands-on coaching and role-playing exercises.
  • Resolved product issue through consumer testing.
  • Developed a pre-arrival guest preparation procedure that increased on-time check-ins by 80% without error.
  • Utilized productivity tools such as Adobe Creative Suite to manage group bookings and events, ensuring seamless guest experiences.
  • Utilized hospitality management software like Microsoft Excel to efficiently update room statuses, contributing to a smoother daily operation and a 81% reduction in booking errors.
  • Collaborated with team of 14 in the development of category.

Affiliations

  • International Council of Nurses
  • Tourism and Hospitality Association
  • International Hospitality Association
  • Hospitality Sales & Marketing Association International (HSMAI)
  • Society of Human Resource Management (SHRM) - Hospitality & Accommodation Division
  • International Travel and Hospitality Technology Association
  • National Concierge Association (NCA)
  • International Association of Conference Centers (IACC)
  • International Spa Association (ISPA)
  • Project Management Institute

Certifications

  • Hospitality Management Certificate - Cornell University
  • Hotel Receptionist Skills Certificate - program
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Conflict Resolution and Negotiation Skills - program
  • SHRM Certified Professional (SHRM-CP)
  • CRM & Guest Relations Management Certification - process
  • VIP Guest Service Excellence Certification - program
  • Advanced Reservation & Upselling Strategies - initiative
  • Event Booking & Management Software Proficiency Certification - system

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