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Skills

  • Team building
  • Business operations
  • Employee onboarding and training
  • Inventory management
  • Ability to handle confidentiality
  • Team management
  • Billing and financial resolution
  • Effective planning
  • Guest satisfaction surveys and feedback collection
  • Customer service

Work Experiences

  • Acted as the main point of contact for resolving guest complaints, successfully resolving 51% of issues on first contact and elevating satisfaction scores by 24%.
  • Collaborated with the housekeeping team to ensure immediate room availability for early check-ins during high season, boosting occupancy by 60%.
  • Built relationships with local vendors.
  • Handled customer complaints and resolved issues to the satisfaction of all parties involved.
  • Consistently informed team leads of key guest feedback.
  • Conducted follow-up calls to VIP guests.
  • Addressed inquiries related to local tourism and in-hotel services.
  • Assisted 13 coworkers with administrative tasks such as data analysis and strategic planning during peak times.
  • Consistently maintained a 25% satisfaction rate through active listening and prompt resolution of guest inquiries related to local tourism and in-hotel services.
  • Contributed to the hotel's 2019 Outstanding Service Award for service excellence.

Summaries

  • Guest Relations Team Member with 12 years of experience is approachable.
  • Strategic thinker with expertise in workflow optimization.
  • Individual who is dependable and enthusiastic in performing tasks such as stakeholder engagement and risk assessment.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Well-organized when it comes to managing check-in and check-out procedures, as well as coordinating services with various team members.
  • Strong technical skills and experience in project management.
  • Jira and ServiceNow experts with exceptional interpersonal skills.
  • Proven ability to run a framework front desk, keep customers happy, and resolve conflicts.
  • Looking forward to taking on a new challenge with a successful team.
  • Standard, framework, and method are all available.

Accomplishments

  • Ensured seamless cross-departmental collaboration to prepare guest rooms and amenities ahead of VIP check-ins, resulting in Innovation Award for excellent service in 2024.
  • Championed department-wide efforts to implement proactive guest monitoring, reducing service lags during peak periods and upholding a 76% satisfaction rate.
  • Personally oversaw VIP guest arrangements during corporate events, receiving method and improving event satisfaction rates by 76%.
  • Collaborated with housekeeping and front desk teams to design VIP check-in protocols that guaranteed a flawless first impression, increasing positive guest reviews by 39%.
  • Developed personalized itineraries and custom recommendations for guests, resulting in higher-than-average positive guest feedback for the logistics.
  • Exceeded sales goals during the upselling of spa and dining packages, contributing to an overall revenue increase of 36% for the quarter.
  • Improved the resolution time for escalated complaints to under category, leading to higher guest satisfaction and repeat customer loyalty.
  • Led team information sessions for high-season preparations, ensuring the hotel maintained a 39% satisfaction rating despite increased guest volume.
  • Received commendation for leading the guest-relations training program, credited with improving front-of-house guest welcome processes and reducing mistakes by 83%.
  • Led the coordination of special events involving high-profile guests to ensure seamless concierge services and enhanced the hotel’s reputation for outstanding service in 2018.

Affiliations

  • Affiliate with the World Travel & Tourism Council (WTTC), focusing on global guest hospitality trends
  • Certified in Property Management Systems (Jira) for optimizing guest booking and preferences handling
  • Certified Guest Service Professional (CGSP) from the American Hotel and Lodging Educational Institute
  • Volunteer at local tourism bureaus, enhancing guest relations and representing hotel services to visitors
  • Volunteer coordinator for community events at standard, focusing on guest satisfaction and engagement
  • Active Alumni of framework's Tourism Management Program
  • Member of the International Hotel & Restaurant Association (IH&RA)
  • Membership in the Front Office Managers Association of the Midwest
  • Recipient of the Hotel Management Association's Award for Exceptional Guest Satisfaction (2020)
  • Member of the Luxury Hospitality Relationship Managers' Network

Certifications

  • Emotional Intelligence in Hospitality Certificate - program
  • Fire Safety for Front-Line Hotel Staff - Vantage
  • Apple Certified Associate (ACA)
  • Salesforce
  • Certified Hospitality Supervisor (CHS) - American Hotel and Lodging Educational Institute (AHLEI)
  • Certified Public Accountant (CPA)
  • Microsoft Office Specialist (MOS)
  • Professional Travel and Tourism Certification - system
  • CompTIA A+ Technician
  • Certified Concierge Professional (CCP) – Summit Group

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