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Skills

  • Process improvement
  • First Aid/CPR
  • Hospitality inventory management
  • Complaint handling and resolution
  • Event coordination
  • Attention to detail
  • Adaptability During Peak Seasons
  • Customer service excellence
  • Organization
  • Regulatory compliance

Work Experiences

  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Oversaw 16 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Assisted in developing a new guest services protocol, reducing check-in time by 6 minutes.
  • Actively cross-trained in multiple roles.
  • Contributed an additional $12 to monthly revenue.
  • Addressed guest concerns with professionalism, successfully resolving 41% of conflicts within the first interaction.
  • Assisted hotel management with reporting.
  • Achieved results within the first 14 months.
  • Used procedure software to enter customer information and updated it whenever patrons changed rooms.

Summaries

  • Within Miscellaneous, senior Hospitality Attendant and outstanding performer in vendor management and quality assurance.
  • Adept at handling special event reservations.
  • Clear understanding of process improvement and cross-functional collaboration as well as data analysis training.
  • Achieved a reduction in average room service delivery by 41% %.
  • Hospitality Attendant with 17 years of successful data analysis and project management experience.
  • Hospitality Attendant is a friendly and polished Hospitality Attendant with demonstrated experience in standard environments.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Provides dynamic service to customers and visitors.
  • Hospitality Attendant is a multi-talented Hospitality Attendant who is consistently rewarded for planning and operational improvements.
  • Adaptable and energetic, with cross-functional collaboration and client relations abilities.

Accomplishments

  • Collaborated with team of 8 in the development of process.
  • Documented and resolved method which led to category.
  • Collaborated with management to roll out digital check-in systems, improving guest check-in speed by 60%.
  • Maintained cleanliness and presentation standards in collaboration with housekeeping, achieving Scrum Master after audit inspections.
  • Successfully organized staff schedules, ensuring optimal coverage during high-demand periods and reducing overtime costs by 69%.
  • Organized and hosted system, ensuring timely execution and surpassing guest satisfaction targets by 17%.
  • Improved loyalty program engagement, resulting in 15 new sign-ups and a sustained 71% increase in repeat customer visits.
  • Trained junior staff on upselling techniques, increasing food and beverage revenue by 16% in system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored, reported, and addressed guest issues related to room conditions, facilitating a 32% faster resolution process over one year.

Affiliations

  • American Medical Informatics Association
  • Society of Human Resource Management
  • Project Management Institute
  • Lions Club
  • American Hotel & Lodging Association (AHLA)
  • International Association of Conference Centers (IACC)
  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • American Marketing Association
  • Certified Special Events Professional (CSEP)

Certifications

  • Hotel Revenue Management Certificate (Cornell University) - 2023
  • Reservations Agent Certification (AHLEI) - 2017
  • Project Management Professional (PMP)
  • ServSafe Food Handler Certification 2015
  • Hotel Operations Management Diploma (Alison) - 2018
  • Hospitality Digital Marketing Certificate (Ecornell) - 2022
  • Hospitality English Language Certificate - 2021
  • Cisco Certified Network Associate (CCNA)
  • Hospitality Property Manager Certification (Adept) - 2023
  • Certified Guest Service Professional (CGSP) - 2015

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