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Skills

  • Time management
  • Problem-solving skills
  • Phone etiquette
  • Billing reconciliation and dispute resolution
  • Empathy and active listening
  • Cash handling and reconciliation
  • Front desk operations
  • Guest loyalty program administration
  • Conflict resolution
  • Point of Sale (POS) System Proficiency

Work Experiences

  • Achieved a 81% increase in bookings for 2015.
  • Created weekly employee work schedules for 14 team members, making sure that all shifts were covered.
  • Collaborated with cross-functional teams to coordinate large group check-ins for special events, ensuring smooth operation for groups of up to 18 people.
  • Consistently exceeded sales targets by promoting room upgrades and special packages that resulted in a 65% increase in bookings for 2021.
  • Delivered guest services effectively.
  • Addressed fire-related incidents.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Achieved a 80% reduction in data handling time.
  • Coordinated large group check-ins for special events.
  • Analyzed feedback.

Summaries

  • Achieved a 79% reduction in guest complaints.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Individual with a charming and poised demeanor who performs various tasks, including strategic planning and stakeholder engagement.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Adaptable and energetic, with budget management and quality assurance abilities.
  • Costs were consistently reduced while profits were increased.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Adept at providing timely, high-quality resolutions for guest issues.
  • Achieved 63% higher member retention.

Accomplishments

  • Assisted in implementing point-of-sale system upgrades, which reduced transaction processing times by 85%, contributing to a smoother guest experience.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented guest loyalty programs that resulted in a 36% increase in repeat bookings.
  • Consistently resolved guest queries and complaints within 12 hours of submission, ensuring timely service and positive feedback.
  • Handled 8 guest complaints in a calm, professional manner, resulting in positive resolution and increased guest retention.
  • Assumed responsibility for managing guest reservations during high-occupancy periods, reducing no-show rates by 69%.
  • Implemented a new communication strategy with housekeeping staff, reducing miscommunications and improving room cleanliness ratings by 29%.
  • Resolved product issue through consumer testing.
  • Led weekly team briefings to align on service standards and upcoming events, contributing to a 48% increase in department efficiency.
  • Reduced guest check-in time by 50% through a streamlined scheduling system, ensuring seamless operations during high-occupancy periods.

Affiliations

  • Event Service Professionals Association (ESPA)
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • International Hotel and Restaurant Association (IHRA)
  • Certified Guest Service Professional (CGSP)
  • Association of Information Technology Professionals
  • National Council for Hotel Management and Catering Technology (NCHMCT)
  • Society of Women Engineers
  • Association for Front Office Managers and Assistant Managers (AICR)
  • International Association of Administrative Professionals

Certifications

  • ServSafe Food Protection Manager Certification
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Service Excellence Certification - Institute of Hospitality
  • Cisco Certified Network Associate (CCNA)
  • Multicultural Guest Relations Certification - Adobe Creative Suite
  • Certified Front Desk Representative (CFDR) – AHLEI
  • First Aid, CPR, and AED Certified - Red Cross

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