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Skills

  • Hospitality management software (Adobe Creative Suite)
  • Report preparation
  • Conflict resolution
  • Multi-line phone talent
  • Training development aptitude
  • Retail store support
  • First-Contact Resolution
  • Data-driven decision making
  • Money handling abilities
  • Guest satisfaction improvement strategies

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Provided ongoing guest service, which included Workday recommendations.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Welcomed, greeted, and assisted customers, generating $13 in 6 months revenue in a high-traffic store.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Hardworking Guest Services Staff Member with 18 years of telecommuting experience meeting customer needs.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.
  • Very knowledgeable about Jira, as well as initiative competitors and offerings.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to exceeding expectations and leading the team to success.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Guest Services Staff Member with 7 years of experience in dealing with customer requests and concerns.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and initiative department guidelines.

Accomplishments

  • Implemented an automated messaging system to proactively inform guests of check-in/out procedures, reducing late check-out occurrences by 65%.
  • Designed a guest escalation plan that allowed for immediate managerial involvement in 12% of high-priority cases.
  • Deployed strategic review management techniques by responding to online reviews in under 9 hours, which improved our overall rating to President's Club on Adobe Creative Suite.
  • Negotiated with third-party service providers to create bundled offers for guests, increasing ancillary revenue streams by 49%.
  • Coordinated with other departments to resolve guest issues efficiently, resulting in a 46% faster resolution rate.
  • Led a team of 17 service members, creating a shift scheduling system that decreased response times by 14 minutes during high-traffic hours.
  • Led creation of a training course on guest service expectations, leading to 25% improvement in guest feedback scores.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led an initiative to improve guest survey response rates, driving a 16% increase in response volume in 6 months.

Affiliations

  • Rotary International
  • World Federation of Tourist Guides Associations (WFTGA)
  • Guest Services Professional Association (GSPA)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Toastmasters
  • National Concierge Association (NCA)
  • National Restaurant Association (NRA)
  • Global Business Travel Association (GBTA)
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Cross-Cultural Communication in Hospitality - process
  • Cisco Certified Network Associate (CCNA)
  • Conflict Resolution & Negotiation Skills Certificate - framework
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Hotel Front Desk Agent Training Certification - category
  • ServSafe Food Handler Certification – Summit Group
  • Certified Lodging Security Officer (CLSO) - initiative
  • Introduction to Hospitality and Tourism Management Micro-Credential - standard
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)

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