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Skills

  • Mobile Check-In Technology
  • Guest Service Program Development
  • High-Volume Data Entry and Accuracy
  • MS Office
  • Budgets
  • Booking and Reservation Accuracy
  • Relationship development
  • Problem resolution
  • Event and conference coordination
  • Cross-promotional campaign development

Work Experiences

  • Kept track of the concierge book at the front desk in order to provide visitors with useful local information.
  • Achieved a 34% increase in premium service bookings.
  • Collaborated with procedure customers to determine their needs and deliver standard service.
  • Provided each guest with a list of the resort's upcoming activities and events in order to make their stay more enjoyable upon check-in.
  • Collaborated with operational teams.
  • Achieved results over one year.
  • Achieved President's Club for service excellence.
  • Applied conflict resolution techniques.
  • Accommodated guest preferences.
  • Solved standard issues, improved operations, and provided excellent customer service.

Summaries

  • Achieved service consistency over 12 months.
  • Concierge service with over 15 years of hospitality and tourism experience.
  • Clear understanding of vendor management and quality assurance as well as performance reporting training.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Achieved Top Performer.
  • Adept at implementing loyalty programs.
  • Professional with more than 12 years of experience working as a Concierge for high-end hotel chains.
  • Accomplished Guest Service Consultant.
  • Guest Service Consultant with 14 years of successful budget management and workflow optimization experience.
  • Achieved Outstanding Service Award for service excellence.

Accomplishments

  • Created a concierge training program that enhanced staff knowledge of local attractions, boosting referral-based sales by 60%.
  • Played an instrumental role in achieving a Innovation Award for outstanding guest service in 2020.
  • Developed and implemented a referral program with local businesses, which resulted in an extra $2 in revenue annually.
  • Partnered with marketing to create promotional campaigns for hotel amenities, boosting in-house sales by 14 in 2019.
  • Collected and analyzed guest feedback using Asana, driving actionable improvements that resulted in an NPS increase of 48%.
  • Exceeded monthly revenue targets by 18% by upselling hotel amenities and packages to incoming guests.
  • Automated guest appointment scheduling using SAP, cutting down wait times by 20% and ensuring SLA compliance.
  • Improved guest retention through targeted follow-ups and loyalty program enrollments, driving 26% repeat bookings.
  • Seamlessly processed VIP guest check-ins and check-outs, contributing to a 13% rise in personalized service scores.
  • Executed cost-saving initiatives by suggesting a shift in vendor supplies, leading to a 80% reduction in operating expenses.

Affiliations

  • Professional Association of Innkeepers International (PAII)
  • American Society of Safety Professionals
  • Toastmasters
  • American Marketing Association
  • Certified Customer Experience Professional (CCXP) through CXPA
  • National Tour Association (NTA)
  • International Council of Nurses
  • American Medical Informatics Association
  • Society of Human Resource Management
  • Global Hospitality Educators (GHE)

Certifications

  • Certified Tourism Ambassador (CTA) - Northwind
  • Apple Certified Associate (ACA)
  • Certified Reservation Sales Specialist (CRSS) - method
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Service Excellence for Hotels and Resorts Certificate - Summit Group
  • CompTIA Security+
  • Certified Hospitality Revenue Manager (CHRM) - American Hotel & Lodging Educational Institute
  • Certified in Hotel Inventory Control & Supply Chain - Lakeside Partners

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