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Skills

  • Project organization
  • Customer service
  • Customer retention strategies
  • High-volume call handling
  • Expense management and revenue recovery
  • Personalized welcome amenities creation
  • Time management
  • Operational workflow efficiency improvement
  • Team building
  • Cash Handling

Work Experiences

  • Achieved a 52% increase in event bookings.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved highest guest satisfaction score in Austin.
  • Acted as a liaison between departments.
  • Used initiative software to enter customer information and updated it whenever patrons changed rooms.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during metric absence.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Accomplished this over 18 months.
  • Collaborated closely with housekeeping and maintenance for swift resolution of room issues, reducing operational downtime by 18%.
  • Coordinated spa treatments for guests.

Summaries

  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Accomplished Guest Relations Agent with a proven record of driving additional revenue through exclusive local partnerships, contributing $17 in additional income.
  • Achieved 35% reduction in negative online reviews.
  • Accomplished in high-pressure environments, resolving an average of 3 inquiries per day while maintaining high service quality standards.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Provides dynamic service to customers and visitors.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Guest Relations Agent.
  • Guest Relations Agent who has spent more than 7 years assisting guests with cross-functional collaboration and process improvement.
  • Committed to optimizing guest satisfaction, spearheading initiatives that improved service issue resolution and drove a 75% increase in loyalty scores.

Accomplishments

  • Developed detailed feedback reports for management, achieving operational improvements based on guest insights.
  • Collaborated with product to customize guest offers, leading to a 16% improvement in average guest spending during their stay.
  • Trained 16 new team members in guest relations best practices, fostering operational consistency across shifts.
  • Improved event planning processes, enhancing guest satisfaction for large events by 44%.
  • Played a key role in updating property sales and marketing strategies, leading to a 70% rise in booking inquiries.
  • Proactively identified process areas for efficiency improvements, reducing wait times at concierge services by 74% after implementation.
  • Initiated proactive follow-ups after guests' stays, gathering key feedback that influenced service improvement strategies.
  • Established new procedures for concierge services, enhancing services provided for VIP guests by 21%.
  • Built rapport with VIP guests, providing customized services that ensured a 80% increase in retention among high-value clients.
  • Assisted in planning and executing system which enhanced guest experience and increased customer retention by 60%.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • American Society of Safety Professionals
  • Leaders in Hospitality C-Suite Networking Group
  • Association for Computing Machinery
  • Disaster Preparedness in Hospitality Certification Group 2016
  • Project Management Institute
  • Jaycees
  • Association of Information Technology Professionals
  • International Federation of Hotel & Restaurant Associations
  • National Association of Hotel & Lodging Professionals

Certifications

  • Front Desk Representative Certification by the American Hotel & Lodging Educational Institute (AHLEI)
  • Basic First Aid and Emergency Response Certification by process
  • Front Line Leadership Certification for Hospitality by standard
  • Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute
  • CompTIA Security+
  • Certified Front Office Manager (CFOM) by Beacon Labs
  • Certified Guest Service Professional (CGSP) by the American Hotel & Lodging Educational Institute
  • Customer Relationship Management in Hospitality Certification by Microsoft Excel
  • Conflict Resolution Certification by Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)

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