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Skills

  • Supervision
  • Operational improvement
  • Organization
  • Front desk operations
  • Communications
  • Upselling techniques
  • File management
  • Relationship development
  • Adherence to safety and security protocols
  • Corporate client relationship management

Work Experiences

  • Accomplished this within a three years period.
  • Communicated room upgrade opportunities to guests.
  • Applied best practices for conflict resolution.
  • Assisted event planners in hosting weddings and conferences.
  • Addressed issues in real-time.
  • Ensured transaction security by comparing payment cards to identification.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Accommodated last-minute changes with flexibility.
  • Was in charge of a fast-paced front desk operation at a busy category facility with up to 11 nightly visitors.
  • Achieved Employee of the Year recognition for customer service group leadership.

Summaries

  • Achieved consistent positive feedback on speed of service.
  • Avoided discrepancies in end-of-day audits.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Within Miscellaneous, senior Hospitality Agent and outstanding performer in quality assurance and data analysis.
  • Achieved results over a one year period.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Adept at resolving customer complaints, reducing negative feedback related to housekeeping by 67% through proactive communication and issue resolution processes.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Hospitality Agent is a polite and upbeat person with excellent telephone etiquette.
  • Individual with a charming and poised demeanor who performs various tasks, including workflow optimization and stakeholder engagement.

Accomplishments

  • Reduced booking errors by 49% after implementing automated group reservation controls, enhancing accuracy and guest experience.
  • Led a team of 7 in the successful integration of a customized hospitality management system, resulting in a 59% decrease in guest check-in time.
  • Contributed to a 44% boost in customer retention rates by introducing proactive VIP guest management strategies.
  • Received program for excellent customer service and achieving 40% guest retention growth within 2021.
  • Assisted coordination for events involving 11 - 17 guests, ensuring smooth operation and exceeding client expectations.
  • Oversaw group reservations for up to 3 guests, ensuring all bookings were confirmed and room allocations accurately processed.
  • Acted as a liaison between event planners and operational staff, enhancing event success and guest satisfaction by 47%.
  • Introduced an online pre-registration system, leading to a 16% reduction in check-in times for group bookings.
  • Reduced paper usage by 43% through the introduction of electronic guest check-ins, benefiting both the environment and operational costs.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Administrative Professionals
  • Multinational Hotel Chain Leadership Development Program Participant
  • Association for Supply Chain Management (APICS)
  • Professional Emergency Management Certification for Hotels
  • Event Planning Certificate from Brightline
  • Human Resources in Hospitality Conference Attendee 2020
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Freemason
  • Customer Feedback Analytics Training by system

Certifications

  • Certified Customer Experience Professional (CCXP) from CXPA
  • Advanced VIP Guest Management Course from Beacon Labs
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cvent Certification for Event Management
  • Certified Public Accountant
  • Leadership and Team Effectiveness in Hospitality by metric
  • CompTIA A+ Technician
  • Hospitality & Tourism Management Certification by Florida Atlantic University

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