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Skills

  • Effective communication
  • Customized guest engagement
  • Team training and development
  • High-level customer service orientation
  • Event planning contributions
  • Customer satisfaction management
  • Cultural awareness and sensitivity
  • Interpersonal communication skills
  • Team building
  • Project organization

Work Experiences

  • Assisted in scheduling and hosting weekly VIP guest engagement programs, fostering customer retention and long-term loyalty.
  • Assisted in scheduling weekly VIP guest engagement programs.
  • Achieved a 53% reduction in negative online reviews.
  • Used process software to enter customer information and updated it whenever patrons changed rooms.
  • Collaborated with event coordinators.
  • Oversaw 6 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved performance metrics for 6 consecutive months.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Advertised local entertainment and sporting events and provided information to patrons.

Summaries

  • Multitasking, communication, and interpersonal skills are all excellent.
  • Adept at optimizing guest interactions.
  • Customer engagement, stakeholder engagement and workflow optimization skills are well-known.
  • Costs were consistently reduced while profits were increased.
  • Guest Relations Hostess who has spent more than 16 years assisting guests with vendor management and project management.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Addressed guest inquiries with short response times.

Accomplishments

  • Developed and maintained guest feedback analysis reports, presenting actionable insights that led to a 44% increase in positive reviews received in 2022.
  • Facilitated team meetings focusing on resolving high-priority guest complaints, reducing escalations to management by 85% in 18 months.
  • Utilized HubSpot to track and prioritize guest service requests, reducing response times by 71% and enhancing overall efficiency.
  • Achieved 46% customer satisfaction improvement by implementing proactive service measures during significant high-traffic events like weddings and conferences.
  • Spearheaded a new service process that reduced check-in times by 32%, effectively streamlining the guest welcoming experience.
  • Documented and resolved procedure which led to process.
  • Created and distributed personalized welcome packages for VIP guests and events, earning Employee of the Year for exceptional event support from Harbor & Co..
  • Generated detailed guest feedback reports, identifying actionable service improvements that increased Net Promoter Score (NPS) by 16% points.
  • Collaborated cross-departmentally to provide guests with enhanced experiences for milestone events (birthdays, anniversaries), driving satisfaction scores up by 16% points.
  • Collaborated closely with event planning teams to ensure seamless execution of VIP functions, resulting in increased event satisfaction scores by 16%.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • Benchmarking Team Lead for Regional Hospitality Associates Cohort
  • Society of Human Resource Management
  • American Medical Informatics Association
  • Advanced Hospitality Operations Seminar graduate, 2020, Chicago
  • Completed 3 hours in service upskilling programs provided by the International Tourism and Hospitality Academy
  • Member of National Concierge Association (NCA)
  • Certified Travel Associate (CTA) designation
  • Certificate of Excellence in Multilingual Guest Services
  • Hospitality Information Technology Association (HITA) Member

Certifications

  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Event Planning Masterclass – Jira
  • Digital Skills for Hospitality (CRM and Social Media) – HubSpot
  • Event Management and Design Certification – Salesforce
  • Diploma in Business Communication – Harbor & Co.
  • Certified Hospitality Guest Service Gold – American Hotel & Lodging Educational Institute (AHLEI)
  • Conflict Resolution and Mediation Certification – Northwind
  • Front Office Management Certificate – Meridian
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute (AHLEI)

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