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Skills

  • Organization
  • Conflict resolution and mediation
  • First Aid/CPR
  • Relationship development
  • Guest satisfaction improvement strategies
  • Client needs assessment
  • Customer service
  • Concierge services and local knowledge
  • Promotional material development
  • Mobile reservation systems implementation

Work Experiences

  • Assisted in creating personalized experiences for over 8 guests daily by responding to individual requests and resolving concerns, increasing guest satisfaction by 47%.
  • Accelerated the reservation process by 48% during peak hours.
  • Conducted post-stay outreach.
  • Collaborated with events and sales teams.
  • Collaborated with housekeeping and maintenance teams.
  • Aligned with the concierge team to deliver personalized welcome packets informing guests of hotel services and local attractions.
  • Conducted post-stay outreach, obtaining feedback from guests and contributing valuable insights to improve services, increasing positive reviews on Adobe Creative Suite by 35%.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Assisted with room amenities, including Wi-Fi and digital services.
  • Contributed to Innovation Award for Best Customer Service in 2016.

Summaries

  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Guest Services Intern with 3 years of successful process improvement and workflow optimization experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Guest Services Intern with 18 years of experience working in a guest service environment.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Multitasker and planner who is smooth and efficient.
  • Collaborative Guest Services Intern skilled in liaising with housekeeping and maintenance to ensure guest readiness, with a 42% reduction in guest complaints.
  • Achieved a 69% decrease in guest wait time at check-in.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Offered personalized local restaurant and activity recommendations to guests, contributing to improved guest reviews and a guest satisfaction increase of 27%.
  • Provided assistance during unexpected events, such as system outages or large influx of guests, reducing service delays by 33% and maintaining a smooth check-in process.
  • Assisted in preparing for high-profile client visits, ensuring detailed itineraries with zero discrepancies, resulting in positive feedback and a 71% increase in repeat bookings.
  • Collaborated with team of 16 in the development of metric.
  • Reduced guest wait times for room service and restaurant reservations by inputting new time-efficient processes, lowering average wait times by 44%.
  • Proactively identified guest concerns during their stay and facilitated prompt resolutions, ensuring 4% of concerns were resolved within 18 months hours.
  • Received commendations for maintaining strict adherence to COVID-19 protocols while interacting with guests, resulting in a positive health audit score of 3.
  • Designed and maintained a local attraction guide for guests, increasing the use of provided concierge services by 50%, resulting in enhanced guest experience.
  • Consistently achieved satisfaction scores of 15% in post-stay surveys by demonstrating empathy and effective listening while resolving guest issues.
  • Managed and updated the hotel’s rewards program database, leading to an increase in loyalty program enrollments by 26% over 18 months.

Affiliations

  • International Association of Administrative Professionals
  • Society for Hospitality and Foodservice Management (SHFM)
  • Hospitality Financial and Technology Professionals (HFTP)
  • International Luxury Hotel Association (ILHA)
  • Institute for Hospitality and Tourism Management (IHTM)
  • American Medical Informatics Association
  • Young Hoteliers Summit (YHS) participant 2019
  • Association for Supply Chain Management (APICS)
  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • American Hotel & Lodging Association (AHLA)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Guest Relations and Satisfaction Certification
  • Certified Hospitality Supervisor (CHS)
  • First Aid/CPR Certified
  • Time Management in Hospitality Certificate Northwind
  • ServSafe Alcohol Certification
  • Professional in Human Resources-California (PHRca) Vantage
  • Event Planner Certification - Beacon Labs
  • Microsoft Office Specialist (MOS) system
  • Hotel and Restaurant Management Certification – Summit Group

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