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Skills

  • Bilingual communication skills Japanese
  • Handling escalated complaints
  • Customer feedback review
  • Operational improvement
  • Housekeeping operations management
  • File management
  • Personalized customer service
  • Regulatory compliance
  • Team building
  • Hospitality software (Asana)

Work Experiences

  • Oversaw 13 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved results over a 11-month period.
  • Analyzed 13 guest surveys monthly, identifying top areas for improvement and implementing changes which led to consistent 5-star reviews.
  • Used system software to enter customer information and updated it whenever patrons changed rooms.
  • Was in charge of a fast-paced front desk operation at a busy standard facility with up to 15 nightly visitors.
  • Achieved a 27% improvement in cleanliness scores.
  • Achieved consistent 5-star reviews.
  • Boosted guest satisfaction scores by 53% in 2021 by implementing a personalized check-in experience and proactive issue resolution.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Achieved a 17% drop in guest complaints.

Summaries

  • Guest Satisfaction Leader with 9 years of experience working in a guest service environment.
  • Adaptable and energetic, with risk assessment and stakeholder engagement abilities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Guest Satisfaction Leader is a multi-talented Guest Satisfaction Leader who is consistently rewarded for planning and operational improvements.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Customer-focused multitasker looking for a procedure position with an exciting company.
  • Multitasker and planner who is smooth and efficient.

Accomplishments

  • Drove a 64% reduction in guest compensation payouts by proactively addressing issues with personalized follow-up.
  • 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.
  • Integrated guest feedback into new amenity development, driving a 54% increase in property-wide adoption.
  • Created frontline manuals for handling peak-check-in operations, reducing guest complaints during high traffic periods by 17%.
  • Managed a service desk for a Phoenix hotel, achieving 70% positive survey responses for four consecutive quarters.
  • Collaborated with marketing and operations to launch guest engagement campaigns that resulted in 18 new loyalty enrollments.
  • Resolved product issue through consumer testing.
  • Utilized advanced problem-solving techniques to resolve escalated guest issues, improving turnaround time by 63% days.
  • Implemented procedural changes to check-in/check-out processes, improving efficiency by 52% and reducing wait times.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • National Association of Guest Services Executives
  • American Medical Informatics Association
  • World Hospitality Alliance
  • Founding Member of the Elite Concierge Association
  • Association of Luxury Hospitality Professionals
  • Member, Hospitality Financial and Technology Professionals (HFTP)
  • Advisor, Global Customer Retention Forum
  • Certified Hospitality Quality Supervisor (CHQS), 2020
  • Certified Guest Service Professional (CGSP) 2015

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Fundamentals of Hospitality Management - Cornell University
  • Leadership and Management Certification Program - Lakeside Partners
  • Certified Public Accountant
  • Certificate in Team Leadership for Service Industries - Vantage
  • Disney Institute Customer Experience Certification - Disney Institute
  • Certified Supervisor in Hospitality and Tourism Services - International Institute of Hotel Management
  • Certification in Hotel Industry Analytics (CHIA) - AHLEI and STR
  • CompTIA A+ Technician
  • Certified Service Quality Expert - method

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