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Skills

Office streamlining
Reporting capabilities
Brand success
Vendor interaction
Supervision
Active listening skills
Project organization
In-room Guest Technology Support
Operational improvement
Communications

Work Experiences

Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
Boosted engagement and visibility.
Achieved results over two years.
Collaborated daily with maintenance teams.
Assisted hotel management in adjusting services.
Answered 9 calls per the past year to help customers with their questions and concerns.
Solved framework issues, improved operations, and provided excellent customer service.
Boosted the sale of HubSpot by 53%.
Achieved a 80% reduction in last-minute cancellations.
Collaborated with operations staff.

Summaries

Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
Dynamic and personable, with a good understanding of travel arrangements.
Committed to exceeding guest expectations.
Client-obsessed Guest Service Expert.
Award-winning Guest Service Expert.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Astute Guest Service Expert.
Achieved 26% reductions in overbooking errors.
Within Miscellaneous, senior Guest Service Expert and outstanding performer in team leadership and data analysis.
Achieved results over three years.

Accomplishments

Resolved product issue through consumer testing.
Created bundled package offerings that resulted in a 44% increase in sales of premium services, enhancing customer satisfaction.
Developed and led onboarding programs for 17 employees, achieving a 68% retention rate in the first six months.
Negotiated partnerships with 18 local vendors, adding data analysis options and driving a 37% revenue increase.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Deployed a mobile hospitality application for guests, leading to rapid adoptions and 42% improvement in overall service speed.
Enabled effective emergency protocol during a guest health incident, receiving commendation from management for swift and professional action.
Developed a guest outreach and feedback collection process that increased post-visit surveys by 19%.
Generated and analyzed weekly customer feedback reports, identifying trends that improved the guest experience by 21%.
Streamlined concierge services to improve guest satisfaction, resulting in 55% repeat business and more referrals.

Affiliations

International Association of Hotel General Managers
Association for Supply Chain Management (APICS)
National Association of Social Workers
Rotary International
Association of Information Technology Professionals
Project Management Institute
Academy of Hospitality Industry Attorneys (AHIA)
National Association of Catering and Events (NACE)
National Customer Service Association (NCSA)
American Hotel & Lodging Association (AHLA)

Certifications

Certified Business Analysis Professional (CBAP)
Front Desk Representative – Certified Lodging Security Officer (CLSO)
City & Guilds Level 2 Diploma in Hospitality Services
CompTIA A+ Technician
Google Certified Professional Cloud Architect
Reception Services Certification – Chartered Institute of Environmental Health (CIEH)
Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
Hotel Reception Certification – The City and Guilds of London Institute
Cisco Certified Network Associate (CCNA)
Certified Tourism Ambassador (CTA), Tourism Ambassador Institute (TAI)

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Career resources

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Need to create a compelling scrum master resume? Our complete guide to writing resumes for scrum masters of all experience levels can help!
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Guest Service Expert Resume Builder

Rocket Resume helps you get hired faster

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Guest Service Expert resume examples

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