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Skills

  • Team management
  • Employee retention improvement
  • Guest flow
  • Travel accommodations
  • Payroll management
  • Regulatory compliance
  • Guest service desk coordination
  • Process improvement
  • First Aid/CPR
  • Advanced communication skills

Work Experiences

  • Coordinated with maintenance to keep public areas free of obstructions, reducing accidents by 47% annually.
  • Showed travelers how to use the TV remote, the heating and cooling system, WiFi access, and the locks in their rooms.
  • Oversaw the delivery of framework project by standard team, which resulted in system.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Coordinated luggage handling for VIP clients during method, ensuring timely service under tight schedules.
  • Achieved a 63% increase in guest satisfaction.
  • Was responsible for opening doors and transporting customers' luggage with care and efficiency.
  • Coordinated with maintenance.
  • Collaborated with the housekeeping department to ensure timely room readiness, reducing guest complaints by 63%.
  • Contributed to the hotel’s green certification.

Summaries

  • Gregarious personality, adaptable in social situations, and always aware of customer needs.
  • Contributed to a 25% improvement in guest satisfaction scores.
  • Conducted comprehensive staff training.
  • Adept at managing complex logistics.
  • Achieved a 82% improvement in first-time guest ratings.
  • Personable and proactive, with numerous accolades for consistently providing high-quality service to customers.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Highly productive with excellent prioritization skills.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Professional in the hospitality industry with a track record of success in high-volume environments.

Accomplishments

  • Devised loss prevention strategies, reducing leftover or misplaced luggage incidents by 16% through technology implementation.
  • Negotiated contracts with third-party transportation services, optimizing guest transfer times and ensuring a smooth, professional experience.
  • Led an initiative to better manage special requests for high-profile guests, resulting in a 48% growth in repeat stays and positive reviews.
  • Coordinated with front desk and concierge to streamline the luggage handling process, resulting in a 33% increase in operational efficiency during high-occupancy periods.
  • Developed and led onboarding training for a team of 7 new employees, effectively reducing turnover by 17% over a 4-year period.
  • Efficiently handled 73% of guest complaints related to porter services on first contact, ensuring swift resolutions and minimal escalation.
  • Ensured a customer-first approach by developing a concierge partnership system, driving a significant increase in bookings for external services by 49% year-on-year.
  • Revamped staff shift scheduling, improving porter team coverage during key operational hours and reducing response times by 21%.
  • Provided direct support to guests with personalized attention, achieving a 18% increase in overall guest satisfaction scores.
  • Ensured full compliance with health and safety regulations during team operations, leading to 18 years of zero work-related incidents or injuries.

Affiliations

  • Lions Club
  • National Association of Social Workers
  • American Society of Travel Advisors (ASTA)
  • Global Travel and Concierge Certification Network
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • International Federation of Hotel Front Office Employees
  • Association for Computing Machinery
  • Institute of Hospitality
  • Global Association of Professional Event Coordinators

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Certified Team Leader by Brightline or program
  • Transport and Logistics Management Courses Certification by process
  • Certified Hospitality Facilities Executive (CHFE) by AHLEI
  • First Aid and CPR Certification by American Red Cross or Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • Occupational Safety and Health Administration (OSHA) 10 Hour General Industry Certification

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