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Skills

  • Team building
  • Complaint and issue resolution
  • Team management
  • Customized service for high-profile clients
  • Customer service
  • Dining area cleanliness
  • Food station setup
  • To-go order preparation
  • Category equipment
  • Front desk operations collaboration

Work Experiences

  • Collected and analyzed guest feedback through Workday, resulting in actionable insights that improved overall guest satisfaction by 61%.
  • Analyzed guest feedback.
  • Collaborated in cross-departmental training sessions aimed at improving service quality, lowering guest complaints by 45% in three years.
  • Assisted in organizing process for 14 guests, resolving logistical challenges and ensuring all participants had a smooth experience.
  • Assisted in crisis management during emergencies.
  • Achieved a 4% rate of successful guest recovery after service disruptions by following tailored response protocols.
  • Collaborated with third-party vendors.
  • Gathered information about the size of the guests' party, led them to their seats, offered menus, and streamlined.
  • Assisted in organizing procedure for 9 guests.
  • Achieved high performance across major guest-facing KPIs.

Summaries

  • With excellent problem-solving and multitasking skills, I am an open communicator and skilled planner.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • In stressful situations, a detailed organizer of service operations with versatility.
  • When it comes to attending to guests, she is skilled at creating a welcoming atmosphere.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Clear understanding of client relations and quality assurance as well as data analysis training.
  • Achieved 34% fewer escalations.
  • Offering 18 years of restaurant experience in method settings.
  • Balances server loads, kitchen staff limits, and customer preferences.
  • When directing customers to tables, project management, data analysis, and workflow optimization, be courteous and friendly.

Accomplishments

  • Collaborated on the design and implementation of loyalty programs, resulting in a 43% increase in returning guests.
  • Collaborated with team of 16 in the development of method.
  • Managed and resolved 14 guest inquiries daily, maintaining a resolution rate of over 57% while adhering to service-level agreements.
  • Successfully implemented a pre-arrival assessment protocol for guests with special requirements, resulting in a 32% increase in positive accommodation feedback.
  • Implemented service recovery systems, which resulted in a 81% reduction in negative online reviews.
  • Leveraged guest feedback analytics to design personalized experiences, raising guest satisfaction scores by 58% over 4 quarters.
  • Detected and reported system inefficiencies in digital check-in processes, which led to the implementation of a solution that reduced errors by 51%.
  • Developed a guest complaint escalation system that reduced the average resolution time by 27%, optimizing operational flow and service quality.
  • Achieved 56% improvement in overall guest check-in experience by managing and auditing front desk workflows during peak seasons.
  • Assisted with scheduling for 3 staff members in guest relations, ensuring optimal coverage during high-traffic periods and holiday seasons.

Affiliations

  • Tourism and Hospitality Educators Association (THEA)
  • Rotary International
  • International Council of Nurses
  • Freemason
  • Meetings and Events International (MEI)
  • Jaycees
  • Guest Service Excellence Partnership Program
  • Travel Industry Association of America
  • Travel and Tourism Research Association (TTRA)
  • Toastmasters

Certifications

  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality Revenue Manager (CHRM) - 2015
  • Project Management Professional (PMP)
  • Certified Wedding and Event Planner (CWEP) - Northwind
  • Service Excellence in Luxury Hospitality - Brightline
  • SHRM Certified Professional (SHRM-CP)
  • CRM Systems for the Hospitality Industry Certification - Workday
  • Hotel and Restaurant Service Etiquette Certification - Meridian
  • Cisco Certified Network Associate (CCNA)

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