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Skills

  • Employee training and development
  • Guest accommodations
  • Transportation arrangements
  • Supervision
  • Project organization
  • Organization
  • Conflict de-escalation
  • Team management
  • Increased guest satisfaction by 42%
  • Budgets

Work Experiences

  • Addressed guest concerns.
  • Administered concierge desk operations.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved 20% completion accuracy.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Achieved a 44% increase in positive reviews.
  • Boosted guest satisfaction scores by 16% %.
  • Administered concierge desk operations during peak travel season, facilitating an increase in service requests by 70% while maintaining top service ratings.
  • Arranged tour bookings.
  • Achieved 30% response rate improvement.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Awarded Excellence Award in 2018 for superior service delivery.
  • Achieved multiple Employee of the Year wins for exceptional service.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 84% response time improvement.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Achieved a 19% improvement in guest satisfaction scores.
  • Achieved an 10% uplift in guest requests.

Accomplishments

  • Introduced a collaborative 'Guest Experience Package' initiative, which resulted in a 34% increase in cross-selling of hotel and partner services.
  • Upscaled local attraction and entertainment recommendations through curated guest profiles, leading to sustained guest engagement and increasing positive comments on Power BI by 39%.
  • Developed customized travel recommendations by incorporating guest preferences, resulting in 25% more positive reviews on post-stay surveys.
  • Worked closely with event coordinators to ensure all corporate butler services were delivered on time, contributing to an overall satisfaction rating increase of 26%.
  • Led a concierge team of 11, driving a 22% increase in personalized upselling opportunities by implementing advanced customer service training.
  • Documented and resolved system which led to metric.
  • Resolved product issue through consumer testing.
  • Negotiated with suppliers and local vendors to secure exclusive guest discounts, aiding in an 31% improvement in guest satisfaction and potential repeat visits.
  • Facilitated seamless booking transitions for multi-leg trips, ensuring guest satisfaction ratings improved by 46% for complex itineraries.
  • Monitored and responded to requests via multiple channels, reducing overall resolution times by 71% through the use of Microsoft Excel.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Event Service Professionals Association (ESPA)
  • Toastmasters
  • Digital Hospitality Transformation Forum
  • Association for Computing Machinery
  • Certified Hospitality Interior Designer (CHID)
  • National Concierge Association (NCA)
  • Concierge Society of Chicago
  • Freemason
  • International Tourism Partnership (ITP)

Certifications

  • Certified Concierge Specialist (CCS) - Cedar Works
  • Digital Concierge and Service Booking Systems Specialist - metric
  • Certificate in Customer Service Excellence - program
  • Certified Venue Professional (CVP) - category
  • Certified Hospitality Revenue Management Professional (CHRM) - Meridian
  • Project Management Professional (PMP)
  • Cisco Certified Network Associate (CCNA)
  • Hospitality Financials and Account Management Certificate - Beacon Labs
  • Certified Travel Associate (CTA) - program
  • Certified Tourism Resource Associate (CTRA) - method

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