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Skills

  • Handling 16% Room Occupancy and Boosting Guest Satisfaction
  • Phone and email etiquette
  • Hospitality Industry Best Practices
  • Data-driven decision making
  • Team management
  • First Aid/CPR
  • Budgets
  • Business operations
  • Conflict resolution and complaint management
  • Project organization

Work Experiences

  • Ensured transaction security by comparing payment cards to identification.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Developed promotional materials.
  • Developed long-term relationships with corporate accounts.
  • Coordinated concierge services.
  • Coordinated large-scale corporate events.
  • Closely collaborated with the marketing team to develop and maintain promotional materials in the reception area, increasing guest inquiries by 70% %.
  • Created weekly employee work schedules for 12 team members, making sure that all shifts were covered.
  • Achieved Innovation Award in guest service excellence.
  • Achieved Employee of the Year in guest service excellence by consistently exceeding operational and guest satisfaction benchmarks.

Summaries

  • Customer engagement, data analysis and workflow optimization skills are well-known.
  • Possessing a complete dedication to guest satisfaction.
  • Guest Receptionist with 18 years of successful team leadership and client relations experience.
  • Adaptable and energetic, with vendor management and quality assurance abilities.
  • Within Miscellaneous, senior Guest Receptionist and outstanding performer in cross-functional collaboration and process improvement.
  • Adept Guest Receptionist with expertise in promoting room upgrades, cross-selling hotel services, and implementing revenue-building strategies to increase monthly sales by $18.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Achieved 100% accuracy in financial transactions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.

Accomplishments

  • Utilized communication and collaboration tools to coordinate improved reservation tracking, cutting manual booking errors by 57% in 2021.
  • Led the initiative to modernize the front desk's manual processes, integrating Adobe Creative Suite to streamline guest check-ins and decrease processing time by 16% minutes.
  • Recognized VIP and repeat guests through loyalty programs, increasing customer retention rates by 39% year-over-year.
  • Streamlined front desk operations by maintaining detailed logs and reports, leading to a documented improvement in guest response time by 18% minutes.
  • Utilized productivity tools such as Adobe Creative Suite to manage group bookings and events, ensuring seamless guest experiences.
  • Assisted in implementing online review generation strategies, leading to a 60% increase in positive ratings across platforms like Yelp and TripAdvisor.
  • 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.
  • Facilitated a team of 10 receptionists in handling multi-line phone systems, optimizing wait times and improving response rates by 85%.
  • Resolved product issue through consumer testing.
  • Served as a liaison between guests and upper management, addressing complaints and resolving 3 concerns with 36% satisfaction.

Affiliations

  • Hospitality Sales & Marketing Association International (HSMAI)
  • National Front Desk and Reservation Staff Association
  • Certified Guest Service Professional (CGSP)
  • American Hotel & Lodging Association (AHLA)
  • Association for Supply Chain Management (APICS)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Council of Hotel and Restaurant Trainers (CHART)
  • Society of Human Resource Management
  • Jaycees
  • Project Management Institute

Certifications

  • Guest Service Leadership Certification - method
  • Project Management Professional (PMP)
  • Certified Hotel Industry Analytics (CHIA) - initiative
  • Hotel Receptionist Skills Certificate - program
  • Conflict Resolution and Negotiation Skills - program
  • Hotel Property Management System (PMS) Certification - category
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • Certification in Email Etiquette and Professional Communication - process

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