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Skills

  • Staff performance evaluation
  • Bilingual communication skills Japanese
  • Employee incentive program design
  • Business operations
  • Customer relationship management (CRM) systems
  • Hospitality industry standards
  • Supervision
  • Regulatory compliance
  • Handling escalated complaints
  • Employee training and development

Work Experiences

  • Analyzed 13 guest surveys monthly, identifying top areas for improvement and implementing changes which led to consistent 5-star reviews.
  • Addressed ongoing areas of concern.
  • Collaborated with customer success to enhance the luxury guest experience, driving a 45% increased retention rate among premium room customers.
  • Achieved this in just 11 months.
  • Collaborated with the food and beverage department.
  • Analyzed month-over-month performance reports.
  • Boosted guest satisfaction scores by 53% in 2021 by implementing a personalized check-in experience and proactive issue resolution.
  • Achieved a 79% improvement in efficiency.
  • Award given to only program% of employees.
  • Achieved a 25% increase in engagement.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Provides dynamic service to customers and visitors.
  • Guest Satisfaction Leader is a polite and upbeat person with excellent telephone etiquette.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Guest Satisfaction Leader with 9 years of experience working in a guest service environment.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Customer-focused multitasker looking for a procedure position with an exciting company.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Collaborated with the housekeeping and maintenance teams to address guest issues immediately, improving room turnover time by 17 hours.
  • Reviewed over 3 negative guest surveys monthly, resulting in a 63% recovery of potentially lost customers.
  • Developed key performance indicators for tracking guest satisfaction, increasing data accuracy by 44%.
  • Resolved over 10 guest service recovery requests per month within the past year, with 60% positive feedback from guests.
  • Reduced guest turnover by 45%, through the implementation of an enhanced service recovery system.
  • Collaborated with team of 14 in the development of standard.
  • Managed front desk operations for a 8-room property, maintaining above-45% guest satisfaction consistently.
  • Created frontline manuals for handling peak-check-in operations, reducing guest complaints during high traffic periods by 17%.
  • Identified training gaps and led programs for continual staff improvement, increasing overall service quality by 68%.
  • Led the successful adoption of a guest satisfaction mobile app, which resulted in a 62% increase in post-stay feedback.

Affiliations

  • Leadership Role, International Lodging & Hospitality Leaders
  • American Marketing Association
  • Chairperson, Guest Satisfaction Leadership Council
  • Hotel Sales & Marketing Association International (HSMAI) Member
  • Association of Information Technology Professionals
  • American Hotel & Lodging Association (AHLA) Member
  • International Association of Administrative Professionals
  • National Association of Guest Services Executives
  • American Resort Development Association (ARDA) Member
  • Honor Society of Phi Kappa Phi (Academic Excellence in Hospitality)

Certifications

  • Leadership Excellence for Directors of Housekeeping - Meridian
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • Fundamentals of Hospitality Management - Cornell University
  • Certified Rooms Division Executive (CRDE) - metric
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Customer Service (CPCS) - category
  • Event Leadership Certificate - International Live Events Association
  • Hotel Operations Management Certificate - Lausanne Hotel School
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)

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