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Skills

  • Team management
  • Guest experiences
  • Data entry and record maintenance
  • Hospitality management software Power BI
  • Marketing
  • Interdepartmental collaboration
  • High-profile client coordination
  • Front Office Inventory and Supply Management
  • Front desk operations
  • Reporting capabilities

Work Experiences

  • Collaborated with frontline staff for ADA compliance.
  • Achieved a 63% return rate growth.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Achieved over 37% satisfaction recovery.
  • Collaborated daily with maintenance teams.
  • Consistently upsold premium packages.
  • Boosted engagement and visibility.
  • Assisted hotel management in adjusting services.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.

Summaries

  • Consistently provides seamless guest service experiences, achieving 23% reductions in overbooking errors through precise use of HubSpot.
  • Committed to exceeding guest expectations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Accomplished Guest Service Expert skilled in onboarding and training new employees, reducing turnover by 65% and improving team readiness significantly.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Consistently recognized by management.
  • Client-obsessed Guest Service Expert.
  • Accomplished Guest Service Expert.
  • Award-winning Guest Service Expert with a passion for hospitality, specializing in flawless team management and maintaining 15% client satisfaction across successive years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Trained staff on complaint resolution techniques, decreasing escalated issues reaching management by 41%.
  • Successfully escalated and resolved high-stakes guest issues, reducing negative online reviews by 83% and strengthening brand reputation.
  • Collaborated with 3 team members to revamp guest communications, resulting in 52% higher guest satisfaction scores.
  • Mentored team members to achieve an average 42% performance improvement following structured training sessions.
  • Executed multi-lingual communication strategies (e.g., English, Spanish, Portuguese), resulting in expanded international clientele by 25%.
  • Developed and led onboarding programs for 17 employees, achieving a 68% retention rate in the first six months.
  • Partnered with local businesses to offer custom travel packages, increasing upsell opportunities by 30%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with marketing to develop guest loyalty programs, leading to a 70% increase in membership registration.
  • Documented and resolved procedure which led to program.

Affiliations

  • Certified in Hospitality Digital Marketing (CHDM)
  • National Association of Social Workers
  • American Hotel & Lodging Association (AHLA)
  • National Association of Catering and Events (NACE)
  • Society of Human Resource Management
  • Lions Club
  • Certified Guest Service Professional (CGSP) by the American Hotel and Lodging Educational Institute
  • Event Service Professionals Association (ESPA)
  • Certified Hospitality Revenue Manager (CHRM)
  • National Restaurant Association (NRA)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute (AHLEI)
  • Hotel Reception Certification – The City and Guilds of London Institute
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Certified Food and Beverage Executive (CFBE) - American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Public Accountant
  • City & Guilds Level 2 Diploma in Hospitality Services
  • Certified Front Desk Representative (CFDR) – American Hotel & Lodging Educational Institute (AHLEI)
  • First Aid/CPR Certified

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