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Skills

  • Transcription and dictation
  • Business Administration
  • Regulatory compliance
  • Guest amenities coordination
  • First Aid/CPR
  • Supervision
  • Customer check-in and check-out process optimization
  • Problem resolution
  • Group reservation processing and logistics
  • Process improvement

Work Experiences

  • Awarded Excellence Award for consistently high guest satisfaction ratings, maintaining over 42% satisfaction for 2015.
  • Awarded Outstanding Service Award for high guest satisfaction.
  • Organized and scheduled office meetings as well as client appointments, effectively accommodating hectic schedules for a team of 18 professionals.
  • Assisted in booking group transportation for events.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.
  • Was in charge of sorting, receiving, and distributing mail between departments and personnel.
  • Assisted in collecting feedback for post-checkout surveys.
  • Maintained adequate stock levels in the office by restocking supplies and placing purchase orders.
  • Achieved 76% occupancy during peak seasons.
  • Boosted guest engagement by 23%.

Summaries

  • Professional at assisting customers with both simple and complex needs.
  • Detail-oriented Hospitality Clerk with experience in planning, managing and coordinating corporate events.
  • Offering 6 years of experience in customer relations management.
  • Scheduler who is well-versed in all aspects of administrative assistance.
  • Positive and upbeat personality with excellent relationship-building skills.
  • Calendar management, scheduling, data entry, and database administration are all areas where she shines.
  • Dedicated to providing outstanding support to team members and clients.
  • Experienced in balancing high-volume inquiries with administrative requirements for a 17-person team.
  • To support customers and achieve business goals, organizes and manages multiple tasks at the same time.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Actively addressed high guest traffic periods, reducing check-in wait times by method on average.
  • Resolved product issue through consumer testing.
  • Participated in front desk and back office workflow improvements, reducing cross-team communication delays by 61%.
  • Assisted in compliance with local alcohol service and payment security regulations, achieving a Scrum Master for the organization.
  • Conducted group reservation processing, ensuring smooth check-in for parties of up to 9 guests.
  • Handled customer complaints and feedback, enhancing overall guest satisfaction ratings by 43%.
  • Partnered with food/beverage department in cross-promotions, increasing guest spend by 44% during standard.
  • Collaborated with cross-functional teams to resolve operational bottlenecks, resulting in a 67% increase in daily room turnover.
  • Reduced average customer check-in time by 57% through improved registration processes.
  • Introduced an innovative cross-training program between departments, improving guest experience metrics by 49%.

Affiliations

  • American Hotel & Lodging Association (AHLA)
  • Professional Association of Innkeepers International (PAII)
  • Resort Operators Association (ROA)
  • Association for Computing Machinery
  • International Society of Hotel Association Executives (ISHAE)
  • International Association of Conference Centers (IACC)
  • Business Events Industry Coalition
  • Association of Information Technology Professionals
  • Project Management Institute
  • International Council of Nurses

Certifications

  • Customer Service Excellence Certificate
  • Certified Hospitality Technology Professional (CHTP)
  • Certified Events Planner (CEP)
  • Occupational Safety and Health (OSHA) Certification
  • Certified Food Protection Manager (CFPM)
  • Hospitality Financial Leadership Certification
  • Points of Light Hospitality Training Certification
  • Project Management Professional (PMP)
  • Event Coordination and Group Booking Management Certificate
  • Microsoft Certified Systems Engineer (MCSE)

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