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Skills

  • Data Management
  • Product testing
  • Strong verbal communication
  • Dinner service planning
  • First Aid/CPR
  • Policy and procedure adherence
  • Continuous process improvement
  • Vendor interaction
  • Guest accommodations
  • Process improvement

Work Experiences

  • Addressed guest complaints swiftly.
  • Had an excellent attendance record and was always on time for work.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Oversaw the delivery of standard project by category team, which resulted in metric.
  • Addressed operational inefficiencies in the guest check-in process, reducing average check-in time by 30%.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Addressed operational inefficiencies in the guest check-in process.
  • Conducted an initial client assessment and analysis to begin the research process.

Summaries

  • Influential figure in the system industry who is passionate about assisting guests in creating memorable experiences.
  • Adept at leveraging customer feedback analysis.
  • Professional with more than 18 years of experience working as a Concierge for high-end hotel chains.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Analyzed guest feedback data.
  • Knowledgable in a variety of design and testing methodologies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Multilingual and compassionate Guest Services professional with tense situation management experience.
  • Achieved 44% improvement in guest reviews.

Accomplishments

  • Established
  • Collaborated closely with the sales team to convert 67% of prospective guests into confirmed bookings, driving an additional revenue of $9 annually.
  • Identified
  • Improved
  • Monitored and maintained overall operational efficiency, resulting in a 22% decrease in customer complaints over the past year.
  • Guided
  • Business Development: Initiated two key partnerships which resulted in category revenue growth.
  • Documented and resolved metric which led to initiative.
  • Consulted
  • Monitored

Affiliations

  • International Association of Administrative Professionals
  • National Association for Catering & Events (NACE)
  • Certified Multilingual Guest Service Officer
  • International Association of Hospitality Professionals (IAHP)
  • Association for Supply Chain Management (APICS)
  • Certificate in Cross-Cultural Hospitality from program
  • American Marketing Association
  • Certified Professional in Hospitality & Tourism Service (CPHTS)
  • National Concierge Association (NCA) Member
  • Certified Manager of Concierge Services (CMCS) from Beacon Labs

Certifications

  • Destination and Local Tourism Certification
  • Certified Hospitality Revenue Manager (CHRM)
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Event Planning Specialist (CEPS)
  • Certificate in Complaint Handling & Dispute Resolution
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Revenue Optimization Essentials in Hospitality (by HSMAI)
  • Hotel Marketing & Revenue Management Certification

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