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Skills

  • Team building
  • Conflict resolution and mediation
  • Event coordination and planning
  • Team management
  • Customer feedback analysis
  • Complaint de-escalation techniques
  • Online reputation management
  • High-profile guest management
  • File management
  • Customer service

Work Experiences

  • Collaborated with the IT team to streamline guest communication through automated messages, reducing manual follow-up time by 71%.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as standard and framework, in order to expedite resolution.
  • Assisted with front desk activities during peak times.
  • Anticipated guest needs based on prior visits.
  • Assisted in training and onboarding of new team members, ensuring all staff adhered to company protocol and guest service standards.
  • Applied conflict resolution strategies.
  • Analyzed survey data.
  • Collaborated with the marketing team to launch VIP rewards programs, resulting in increased membership signups by 6 over two years.
  • Collected and analyzed guest satisfaction data.
  • Achieved an average check-in time of 12 minutes per guest.

Summaries

  • Achieved 9 new enrollments over two years.
  • Multitasker and planner who is smooth and efficient.
  • Adept at coordinating special requests.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Guest Relations Assistant who has spent more than 8 years assisting guests with process improvement and cross-functional collaboration.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 83% increase in guest satisfaction scores.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Adept at coordinating special requests, ensuring guests experience memorable service that reflects positively on the property's reputation and increases overall satisfaction metrics.
  • Customer engagement, vendor management and cross-functional collaboration skills are well-known.

Accomplishments

  • Resolved escalated guest issues promptly, contributing to the team's overall guest satisfaction score increasing by 45%.
  • Identified gaps in concierge offerings by conducting gain/loss analysis, resulting in expanded partnerships and an increase in concierge usage by 47%.
  • Onboarded, trained, and mentored 18 new team members, improving operational efficiency and lowering onboarding time by 50%.
  • Streamlined VIP and loyalty guest check-in procedures, enabling a 6 months faster process and improving the guest satisfaction metric by 72%.
  • Negotiated partnerships with local businesses to streamline concierge services, improving guest experience leading to 23% higher satisfaction scores.
  • Achieved Employee of the Year for managing customer relationships and improving guest satisfaction through the implementation of new technology in 2023.
  • Documented and resolved initiative which led to standard.
  • Collaborated with the housekeeping team to ensure service-level standards were met, reducing guest complaints about room cleanliness by 73%.
  • Collaborated with internal departments to reduce guest complaint response time by 44%.
  • Developed a guest retention program that resulted in a 19% increase in return guest bookings within 6 months.

Affiliations

  • American Medical Informatics Association
  • Lions Club
  • Tourism Cares Member Organization
  • Society of Hotel Industry Professionals
  • Association for Computing Machinery
  • National Concierge Association (NCA)
  • Professional Convention Management Association (PCMA)
  • Front Office Managers and Guest Relations Group
  • Professional Association of Innkeepers International (PAII)
  • Guest Experience Leaders Organization

Certifications

  • Front Desk Management Training
  • Customer Service Excellence in Tourism and Hospitality Certificate by process
  • Time Management and Prioritization Skills in Hospitality Certificate by Meridian
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • CRM Management Certification by procedure
  • Project Management Professional (PMP)
  • Upselling Masterclass for Hospitality Professionals by initiative
  • Hotel & Catering Management Certification by Lakeside Partners

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