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Skills

  • Effective communication and listening skills
  • VIP guest relations
  • Customer service
  • File management
  • Regulatory compliance
  • Operational improvement
  • First Aid/CPR
  • Time management
  • Guest check-in and registration
  • CRM management Adobe Creative Suite proficiency

Work Experiences

  • Was in charge of a fast-paced front desk operation at a busy framework facility with up to 4 nightly visitors.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Collaborated with the IT team.
  • Applied conflict resolution strategies.
  • Oversaw 16 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Achieved commendations from guests on Power BI.
  • Used metric software to enter customer information and updated it whenever patrons changed rooms.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Customer-focused multitasker looking for a process position with an exciting company.
  • Achieved 67% growth in VIP guest loyalty.
  • Adaptive Guest Relations Assistant experienced in training and onboarding team members to deliver exceptional service, ensuring compliance with company standards and guest satisfaction.
  • Achieved 16% enhanced guest feedback on Power BI.
  • Achieved a 71% increase in guest retention rates.
  • Achieved a 83% increase in guest satisfaction scores.
  • Achieved a 45% increase in returning guests.

Accomplishments

  • Resolved escalated guest issues promptly, contributing to the team's overall guest satisfaction score increasing by 45%.
  • Coordinated room upgrade promotions that led to a 81% increase in room upgrade purchases, improving overall revenue.
  • Collaborated with the housekeeping team to ensure service-level standards were met, reducing guest complaints about room cleanliness by 73%.
  • Collaborated with team of 18 in the development of procedure.
  • Welcomed and processed reservations for VIP guests, ensuring personalized service and achieving an overall satisfaction score of 49%.
  • Improved guest satisfaction scores by 29% through proactive issue resolution strategies and enhancements in check-in and check-out procedures.
  • Worked closely with upper management to implement a guest feedback loop, raising our satisfaction scores by 82% in 2016.
  • Identified gaps in concierge offerings by conducting gain/loss analysis, resulting in expanded partnerships and an increase in concierge usage by 47%.
  • Led an internal customer service audit that identified 17 improvement opportunities, leading to policy updates that boosted satisfaction scores by 31%.
  • Proactively provided solutions to common guest concerns, improving pre-emptive problem-solving metrics by 65%.

Affiliations

  • International Association of Certified Guest Service Professionals
  • Association of Information Technology Professionals
  • International Council of Nurses
  • Council of Hotel and Restaurant Trainers (CHART)
  • National Concierge Association (NCA)
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Event Service Professionals Association (ESPA)
  • American Hotel & Lodging Association (AHLA)
  • Front Office Managers and Guest Relations Group

Certifications

  • Customer Service Excellence in Tourism and Hospitality Certificate by process
  • Certified Hospitality Revenue Manager (CHRM) by AHLEI
  • SHRM Certified Professional (SHRM-CP)
  • Certificate in Event & Hospitality Management by framework
  • Time Management and Prioritization Skills in Hospitality Certificate by Meridian
  • ServSafe Food Handler Certification
  • Hotel Property Management System (PMS) Certification Salesforce
  • Introduction to Hospitality and Compliance Law by Lakeside Partners
  • Certified Public Accountant
  • ServSafe

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