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Skills

  • Problem resolution
  • Process improvement
  • Table setting
  • Cross-Department Communication
  • Customized service for high-profile clients
  • Food station setup
  • Dining area cleanliness
  • Operational improvement
  • Food running
  • Data-driven decision making

Work Experiences

  • Collected guest feedback through QuickBooks.
  • Boosted additional guest spending.
  • Analyzed guest feedback.
  • Collaborated with third-party vendors.
  • Kept an eye on guests for signs of intoxication and immediately alerted management, ensuring a safe and welcoming environment for all patrons.
  • Used my in-depth knowledge of wine, cider, and beer, as well as appropriate entree pairings, to boost daily beverage sales by an average of 3%.
  • Assisted high-profile guests and VIPs with customized service during their stay, contributing to Outstanding Service Award for outstanding guest satisfaction ratings.
  • Collaborated with housekeeping to ensure that guest rooms met hotel standards, reducing guest complaints related to accommodations by 66%.
  • Achieved a 46% improvement in guest accommodation satisfaction.
  • Cultivated positive guest relations by managing information and coordinating quick seating.

Summaries

  • Achieved 10% repeat bookings.
  • Achieved a 9% positive recovery rate after service disruptions.
  • Achieved results during three years.
  • Costs were consistently reduced while profits were increased.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Offering 18 years of restaurant experience in method settings.
  • Achieved results within two years.
  • In any situation, remain calm and level-headed.
  • Strengths in workflow optimization and vendor management backed up by Miscellaneous training.
  • Achieved successful resolutions.

Accomplishments

  • 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.
  • Reduced the number of guest complaints related to delays at check-in by 31% through implementing best practices in time management.
  • Achieved 56% improvement in overall guest check-in experience by managing and auditing front desk workflows during peak seasons.
  • Trained and mentored 8 staff, increasing team efficiency and service speed by 75% in guest interactions.
  • 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.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created daily guest relations reports tracking key performance metrics, contributing to a 54% reduction in response time for high-priority issues.
  • Successfully upsold premium guest experiences and amenities, resulting in a 32% increase in incremental revenue.

Affiliations

  • Certified Revenue Management Executive (CRME)
  • Institute of Hospitality
  • Celebrity Service Association
  • American Hotel & Lodging Educational Institute (AHLEI)
  • Guest Satisfaction and Loyalty Network
  • Certified Guest Service Professional (CGSP) by the AHLEI
  • Project Management Institute
  • International Luxury Hotel Association (ILHA)
  • Meetings and Events International (MEI)
  • Guest Service Excellence Partnership Program

Certifications

  • CompTIA Network+
  • Certified Front Desk Manager (CFDM) - Harbor & Co.
  • Managing Guest Expectations and Escalations Certification - Cedar Works
  • Foreign Language Proficiency Certification - Portuguese - 2015
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hospitality and Tourism Management Professional (CHTMP) - Vantage
  • Hospitality & Tourism Management Certification - Vantage
  • Certified Hotel Concierge - 2020
  • First Aid/CPR Certified
  • Train the Trainer Certification - Hospitality Focus - 2023

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