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Skills

  • VIP Guest Services & Concierge Assistance
  • Customer feedback system implementation
  • Training Program Development for New Hires
  • Hospitality Software Expertise (e.g., Opera, Maestro) Tableau
  • Positive Engagement & Conflict De-escalation
  • Team Leadership & Training
  • Proficient in Contactless Technology and Security
  • Collaborative cross-departmental communication
  • Analytical Skills for Identifying Service Trends
  • Guest Needs Anticipation and Proactive Services

Work Experiences

  • Collaborated with program to introduce new services.
  • Achieved compliance with PMP.
  • Achieved results within the first 18 months.
  • Contributed to a 16% increase in positive overseas reviews.
  • Achieved a 67% reduction in guest inquiries.
  • Collaborated with other departments.
  • Consistently received positive feedback from guests.
  • Consistently received positive feedback and five-star reviews for my professionalism and problem-solving abilities from guests visiting Austin.
  • Boosted operational coordination by 55%.
  • Assisted in managing VIP guests.

Summaries

  • Achieved upselling success.
  • Customer-focused Guest Service Leader.
  • Adept at bridging cross-departmental communication gaps.
  • Decisive Guest Service professional, experienced in real-time reporting and data monitoring to reduce issue resolution times by 39%. Adept at implementing service-level improvements.
  • Dedicated Guest Service supervisor.
  • Accomplished in leading hospitality events and creating seamless guest experiences. Drove venue booking increases by $6 through well-coordinated large-scale engagements.
  • Dedicated Guest Service supervisor known for streamlining guest check-ins/check-outs for high room volumes, ensuring efficiency and maintaining 48% occupancy levels.
  • Delivered cross-cultural assistance.
  • Collaborative Guest Service expert adept at building strong relationships across departments, leading to a 74% reduction in service errors and greater operational efficiency.
  • Dedicated to service excellence.

Accomplishments

  • Resolved 8 guest inquiries per day during high-traffic periods with no loss in service efficiency or quality.
  • Assisted in achieving Raleigh’s highest guest satisfaction score of 51% in 2019 by consistently exceeding service expectations.
  • Consistently surpassed upselling targets by 18%, contributing to an average monthly revenue increase of 17.
  • Resolved 10% of customer concerns within two years, leading to a 20% increase in customer satisfaction ratings.
  • Handled guest complaints with high professionalism, leading to a 20% reduction in negative reviews across online platforms.
  • Liaised with human resources to streamline event hosting operations, resulting in a 27% increase in guest satisfaction for corporate events.
  • Volunteered as the primary trainer for new hires, reducing onboarding time by 52% while maintaining service quality standards.
  • Successfully organized multiple guest appreciation events that resulted in a 48% enhancement in customer retention.
  • Introduced contactless payment methods to streamline the check-out process, encouraging a 19% quicker transaction speed.
  • Contributed to Harbor & Co.’s 75% growth in positive online reviews by proactively addressing guest feedback and concerns.

Affiliations

  • Member, Hotel and Hospitality Management Association process
  • Affiliated Member, Service Quality Institute USA procedure
  • Alumni, Leadership Through Customer Service Program Northwind 2018
  • Certified Professional, Proficiency in Microsoft Excel for Guest Services by 2023
  • Member, American Hotel & Lodging Educational Institute (AHLEI) framework
  • Member, National Concierge Association (NCA) 2024
  • Member, Institute of Customer Service (ICS) 2015 – Present
  • Member, Airline and Travel Hospitality Forum system
  • Certified Trainer, Hospitality and Customer Service Training program by Harbor & Co. 2024
  • Member, International Association of Hospitality and Tourism 2016

Certifications

  • Guest Service Gold® Certificate – 2020, American Hotel and Lodging Educational Institute
  • Data-Driven Guest Experience Strategy – 2023, Brightline
  • Inventory and Supply Chain Management for Hospitality Certificate – 2016, Harbor & Co.
  • Certified Hospitality Trainer (CHT) – 2015, American Hotel and Lodging Educational Institute
  • Certified Hospitality Revenue Manager (CHRM) – 2023, American Hotel and Lodging Educational Institute
  • Front Desk Representative Certification – 2021, American Hotel and Lodging Educational Institute
  • Proactive Guest Service Response Techniques – 2024, Northwind
  • Foundations of Hotel Operations Management – 2018, Cornell Hotel School
  • Certified Event Planner (CEP) – 2015, Event Leadership Institute
  • Certified Hotel Concierge – 2023, American Hospitality Academy

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