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Skills

  • Cash Handling
  • First impression management
  • Communications
  • Organization
  • Guest satisfaction improvement strategies
  • Emergency response and safety protocols
  • Problem-solving skills
  • Check-in & Check-out Process Optimization
  • Mobile reservation systems implementation
  • Process improvement

Work Experiences

  • Achieved a zero-error rate during audits.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during standard absence.
  • Conducted post-stay outreach, obtaining feedback from guests and contributing valuable insights to improve services, increasing positive reviews on Adobe Creative Suite by 35%.
  • Assisted in creating personalized experiences for over 2 guests daily.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as framework and metric, in order to expedite resolution.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Assisted with check-out processes.
  • Aligned with the concierge team.
  • Contributed to Innovation Award for Best Customer Service in 2016.

Summaries

  • Collaborative Guest Services Intern skilled in liaising with housekeeping and maintenance to ensure guest readiness, with a 42% reduction in guest complaints.
  • Guest Services Intern is a multi-talented Guest Services Intern who is consistently rewarded for planning and operational improvements.
  • Collaborated with sales and events teams.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Guest Services Intern is a friendly and polished Guest Services Intern with demonstrated experience in metric environments.
  • Adept at enhancing guest experiences.
  • Guest Services Intern with 18 years of experience working in a guest service environment.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Reduced overall guest waiting time for check-in during peak season by 22%, through quick troubleshooting of the hotel's guest management software.
  • Worked closely with the housekeeping department to ensure seamless room readiness, reducing wait times for rooms to be guest-ready by 41%.
  • 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.
  • Collected detailed guest information to build personalized profiles, contributing to a 84% increase in guest retention over 11 months.
  • Assisted in reconciliation of guest accounts, identifying discrepancies and finding solutions, resulting in a reduction of billing errors by 75%.
  • Proposed and initiated an incentive program for front desk staff, resulting in increased employee motivation and guest satisfaction scores rising by 66%.
  • Utilized strong knowledge of the hotel’s local area to provide accurate recommendations for transportation and entertainment, resulting in a 76% rise in concierge-requested services.
  • Actively contributed to a training program for new Guest Services Interns, mentoring 8 recruits in guest interaction best practices and operational efficiency protocols.
  • Collaborated with team of 16 in the development of metric.
  • Resolved product issue through consumer testing.

Affiliations

  • Global Business Travel Association (GBTA)
  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • International Luxury Hotel Association (ILHA)
  • International Association of Guest Service Providers
  • Society of Women Engineers
  • Member, Executive Women's Hospitality Leadership Network
  • Society of Human Resource Management
  • Women Leading Travel & Hospitality member
  • American Medical Informatics Association
  • Certified Meeting Professional (CMP) designation from Convention Industry Council (CIC) 2016

Certifications

  • Time Management in Hospitality Certificate Northwind
  • Apple Certified Associate (ACA)
  • Hotel and Restaurant Management Certification – Summit Group
  • Certified Concierge Professional (CCP)
  • Conflict Resolution Course method
  • Basic Cash Handling Certification - Brightline
  • ServSafe Alcohol Certification
  • Microsoft Office Specialist (MOS) system
  • Certified Guest Service Professional (CGSP)
  • Google Certified Professional Cloud Architect

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