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Skills

  • Inventorying products
  • Attention to detail in service delivery
  • Maintaining store appearance
  • Cross-departmental collaboration
  • Customer assistance
  • Cleaning and sanitizing
  • Booking system software (Asana)
  • Complaint management
  • Identification checks
  • Inventory management

Work Experiences

  • Achieved this within the first quarter.
  • Achieved Innovation Award.
  • Assisted with launching a new mobile app for guests, resulting in 77% more mobile check-ins within the first quarter.
  • Trained new team members on how to use the POS system, customer service strategies, and sales objectives.
  • Achieved a 24% rise in customer retention rates.
  • Achieved results over a 18-month period.
  • Achieved Employee of the Year for excellent online reputation management.
  • Served the needs of more than 8 customers in a busy category environment.
  • Reconciled the cash drawer, accounting for errors and resolving discrepancies at the start and end of each shift.
  • Actively engaged with guests to solicit feedback, directly influencing key improvements in on-site dining services.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Professional and approachable, with exceptional customer service and sales skills.
  • Answering customer questions, making recommendations, and ringing up sales on the POS cash register are all skills she possesses.
  • Increased sales in the past by promoting current deals.
  • Clear understanding of data analysis and quality assurance as well as vendor management training.
  • 6 years of experience working in high-volume environments.
  • Professional who is outgoing and detail-oriented and has a track record of resourcefulness and dependability.
  • Costs were consistently reduced while profits were increased.
  • Guest Relations Associate is a multi-talented Guest Relations Associate who is consistently rewarded for planning and operational improvements.
  • When assisting customers with requests and meeting special needs, she is cheerful.

Accomplishments

  • Led the implementation of new communication tools (e.g., SMS guest check-ins), decreasing average response time to guest inquiries by 30% minutes.
  • Developed a guest feedback system using Power BI, increasing feedback collection by 83%, enhancing service quality insights.
  • Processed special requests for event attendees, overseeing accurate execution which resulted in Outstanding Service Award for excellence in event management.
  • Utilized multilingual abilities (process) to address international guest issues without delay, boosting positive reviews among global customers by 63%.
  • Formulated improvement plans based on guest stay patterns and preferences, contributing to an increased percentage of suite upgrades by 36% %.
  • Developed customized itineraries for VIP and repeat guests, which increased their satisfaction score by 22% in post-stay reviews.
  • Supported new guest technology integration in-room management (smart thermostats, keyless entry), improving guest comfort and satisfaction by 66%.
  • Led a guest relations team of 9 members in maintaining front desk operations during high-traffic periods, resulting in a 84% service efficiency improvement.
  • Trained new team members on service recovery strategies, reducing guest complaints by 39% over one year.
  • Collaborated with cross-functional teams, including housekeeping and facilities, ensuring seamless guest issue resolution within 17 minutes on average.

Affiliations

  • Certified Hotel Concierge Accreditation (CHCA)
  • International Association of Hotel General Managers
  • Society of Human Resource Management
  • Rotary International
  • International Association of Guest Coordinators
  • Project Management Institute
  • Luxury Global Concierge Certification from Lakeside Partners 2016
  • Freemason
  • National Association of Social Workers
  • Lions Club

Certifications

  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Hotel and Travel Industry Analytics Certification (CHIA) - framework
  • Leadership & Management in Hospitality Training - Summit Group
  • Certified Reservation Sales Specialist (CRSS) - process
  • Certificate in Concierge and VIP Guest Relations - standard
  • Hotel Property Management Systems (PMS) Certification - standard
  • Guest Relations Management Certificate - procedure
  • Multilingual Customer Service Certificate - Ironclad Systems
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)

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