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Skills

  • Team building
  • Complaint resolution
  • Problem resolution
  • Guest check-in/check-out coordination
  • Collaborative cross-departmental skills
  • Brand success
  • Customer feedback tracking and analysis
  • Service Quality Improvement
  • Customer service excellence
  • Communication and Interpersonal Skills

Work Experiences

  • Transported ServiceNow to one year customer locations.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved 34% increase in satisfaction.
  • Captured 67% more data points post-visit.
  • Achieved a 57% positive feedback rate on post-service surveys.
  • Coordinated after-hours guest transportation arrangements, successfully resolving last-minute requests and improving guest satisfaction.
  • Achieved a 40% reduction in guest complaints.
  • Achieved a 76% improvement in guest satisfaction ratings.
  • Adopted company-wide training manuals.

Summaries

  • Achieved 12 years with zero data breaches.
  • Achieved a 15% average rating.
  • Adept in upselling techniques.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Achieved a 65% positive feedback score on post-service surveys.
  • Achieved quick conflict resolution in two years.
  • Achieved results over a the past year-month period.

Accomplishments

  • Documented and resolved standard which led to procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mastered the use of reservation systems such as Salesforce, maintaining accurate booking records and reducing double-bookings by 16%.
  • Resolved product issue through consumer testing.
  • Recognized with Innovation Award for delivering superior guest service and complaint resolution during category.
  • Managed guest registrations with category, processing reservations and recording data accurately to ensure a seamless guest experience.
  • Led efforts to streamline concierge services through the adoption of HubSpot, improving guest access to local attractions and activities by 51%.
  • Successfully organized personalized guest experiences for 13 conferences and industry events, surpassing satisfaction goals by 41%.
  • Received the OSHA, enhancing skills in complaint resolution and hospitality management, resulting in overall team improvement in handling challenging situations.
  • Successfully handled over 18 guest inquiries daily, ensuring all were addressed promptly and professionally, maintaining a 75% satisfaction rating.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • Society of Human Resource Management
  • Society for Hospitality and Foodservice Management (SHFM)
  • International Association of Administrative Professionals
  • Food and Beverage Executive Association (FBEA)
  • National Association of Social Workers
  • Society for Incentive Travel Excellence (SITE)
  • International Association of Hotel Openings (IAHO)
  • Event Service Professionals Association (ESPA)
  • Project Management Institute

Certifications

  • Certified Hotel Concierge by Les Clefs d'Or International
  • CPR/AED Certification through American Heart Association
  • CompTIA Network+
  • Certificate in Hotel Revenue Management from Cedar Works
  • Event Planning Certificate Program from Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Hospitality Analytics Certification (HACP) by STR Global
  • Conflict Resolution Skills for Hospitality Workers by Meridian
  • Emergency Response Training Certification by Vantage
  • Customer Service Certification Training by Vantage

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