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Skills

  • Regulatory compliance
  • Dynamic staffing adjustment
  • Business operations
  • Complaint resolution time reduction
  • Organization
  • Interdepartmental collaboration
  • Contract negotiations with vendors
  • Conflict resolution and de-escalation
  • Customer relationship management (CRM) SAP
  • Exceptional verbal and written communication

Work Experiences

  • Conducted regular training meetings.
  • Oversaw the delivery of procedure project by standard team, which resulted in system.
  • Collaborated with housekeeping and maintenance teams.
  • Achieved Top Performer by maintaining an exceptional department scorecard for mystery guest audits for 2023.
  • Collaborated with the marketing department on guest experience surveys.
  • Achieved a 85% increase in actionable insights.
  • Decreased guest complaint resolution time by 61%.
  • Transported Tableau to 6 months customer locations.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Contributed to hotel policy updates.

Summaries

  • Professional with more than 8 years of experience working as a Concierge for high-end hotel chains.
  • Achieved annual savings of $13 in procurement costs.
  • Adept at high-profile event coordination, overseeing logistics and guest services for events with up to 17 attendees, earning recognition for seamless execution and superior service.
  • Conducted regular training sessions.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at managing high-pressure guest service environments.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Team player with the ability to provide outstanding customer service.
  • Consistently gathered and evaluated guest perspectives.
  • Hotel Concierge with exceptional hospitality management qualifications.

Accomplishments

  • Led a revenue-boosting project with direct sales during check-in upselling efforts, delivering an increase of 45% in premium room upgrades.
  • Achieved a 77% reduction in late-checkout complaints by restructuring flexible departure options for business guests using modern hospitality tech tools.
  • Worked directly with the sales team to create special packages aimed at reducing unsold room nights, increasing occupancy by 45% during off-peak months.
  • Assisted in restructuring loyalty program benefits, which boosted guest membership registrations by 37% within category.
  • Monitored and adapted VIP guest services based on feedback, successfully increasing personalized service touches by 6 per guest stay.
  • Implemented cost-saving strategies through inventory management, enabling a reduction in guest room supply costs by 66%, while maintaining high standards.
  • Successfully managed and trained a team of 15 guest services employees, improving service response time by 49%.
  • Streamlined the guest complaint resolution process, decreasing response time to guest issues by three years, which resulted in higher satisfaction scores.
  • Increased ancillary sales by 64% during check-in by consistently promoting on-site amenities such as spa and dining services.
  • Implemented a new reservation system that increased efficiency by 41%, reducing booking errors and enhancing guest satisfaction.

Affiliations

  • National Association of Social Workers
  • Hospitality Sales & Marketing Association International (HSMAI)
  • Certified Meeting Professional (CMP) certification
  • Association for Computing Machinery
  • Rotary International
  • National Restaurant Association (NRA)
  • Society for Hospitality and Foodservice Management (SHFM)
  • Certified Guest Service Professional (CGSP), AHLEI
  • International Luxury Hotel Association (ILHA)
  • Event Service Professionals Association (ESPA)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • Certified in Hotel Industry Analytics (CHIA) - procedure
  • Customer Service Excellence Certificate - process
  • Customer Journey Mapping Certification - standard
  • First Aid, CPR, and AED Certification - procedure
  • Food and Beverage Management Certification - category
  • Luxury Hospitality Skills Certification - program
  • Google Certified Professional Cloud Architect
  • Certified Guest Relations Executive (CGRE) - process

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