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Skills

  • Conflict resolution
  • Relationship development
  • Hospitality CRM Software (Asana)
  • KPI/dashboard reporting
  • Organization
  • High-profile guest management
  • Fast-Paced Environment Management
  • Reporting capabilities
  • Empathy and active listening
  • Hospitality Legal Compliance

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 32% success rate in restoring guest satisfaction.
  • Achieved a 60% improvement in collaboration ratings.
  • Achieved a direct booking increase of 41%.
  • Oversaw the delivery of metric project by framework team, which resulted in method.
  • Achieved President's Club in guest services excellence.
  • Accomplished this over the past year.
  • Assisted in training a team of guest relations associates on best practices in customer engagement, leading to a 74% improvement in onboarding efficiency.
  • Transported SAP to 6 months customer locations.
  • Collaborated closely with hotel marketing team to launch guest feedback initiatives, resulting in a 63% increase in guest satisfaction ratings.

Summaries

  • Concierge service with over 12 years of hospitality and tourism experience.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 17 minute average response time during busy seasons.
  • Looking for a job as a Concierge at a high-end hotel.
  • Accomplished this over the last 5 months.
  • Achieved a 63% success rate in restoring guest loyalty.
  • Added 5 new members per month.
  • Accomplished in handling high-traffic events independently, servicing over 14 guests per event with seamless coordination at busy times.
  • Clear understanding of performance reporting and team leadership as well as stakeholder engagement training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Collaborated with team of 2 in the development of standard.
  • Successfully coordinated with external vendors to enhance the guest experience, increasing guest satisfaction scores by 22% and reducing service response time.
  • Assisted the management team in analyzing guest feedback trends, leading to the adoption of new processes that garnered the hotel a Excellence Award in 2018.
  • Revamped the hotel’s rewards redemption process, reducing friction for travelers and leading to a 47% uptick in rewards program usage.
  • Coordinated personalized services for VIP guests, resulting in a 65% increase in repeat bookings through targeted guest communication and tailored experiences.
  • Created and implemented a VIP guest welcome system, which led to a President's Club in guest services excellence due to personalized and efficient check-ins.
  • Implemented feedback loop for guests post-stay, resulting in a 25% improvement in online guest ratings and enhanced guest experience metrics.
  • Led a cross-department project to improve the guest reservation workflow, achieving a 62% increase in overall booking efficiency.
  • Documented and resolved method which led to framework.
  • Worked closely with team leads across multiple departments to standardize guest service protocols, enhancing operational consistency and achieving a Innovation Award.

Affiliations

  • Guest Relations Association (GRA)
  • Rotary International
  • International Council of Nurses
  • International Hotel and Restaurant Association (IHRA)
  • Association of Corporate Travel Executives (ACTE)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • Toastmasters

Certifications

  • Hospitality Supervision Skills Certificate by program
  • Microsoft Certified Systems Engineer (MCSE)
  • Basic Food Safety Certification Seattle
  • Social Media and Hospitality Marketing Certificate by HSMAI
  • Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute (AHLEI)
  • Security Awareness for Hotel Staff by process
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Real-Time Feedback & Guest Survey System Training through framework
  • Certified Business Analysis Professional (CBAP)

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