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Skills

  • Handling high-profile clientele
  • Conflict resolution techniques
  • Effective liaison with external vendors
  • Inventory Control and Stock Management
  • Bilingual or Multilingual communication Mandarin
  • Cohesive brand promotion during guest interactions
  • Customer service excellence
  • Relationship development
  • Cash Handling
  • Customer feedback analysis

Work Experiences

  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Achieved results over 6 months.
  • Assisted the recruiting team by creating a pipeline of top talent using a variety of sourcing channels, including standard and framework.
  • Boosted occupancy by 29%.
  • Assisted in managing a high-traffic lobby.
  • Achieved 29% higher bookings for process.
  • Developed procedure and method skills under the supervision of the General Manager and other departmental leaders through hands-on work and shadowing.
  • Added value to guest stay experience.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved an average 74% decrease in guest wait time.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Boosted guest satisfaction to 66%.
  • Boosted occupancy rates by up to 83% during high-traffic seasons.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Costs were consistently reduced while profits were increased.
  • Provides dynamic service to customers and visitors.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and strategic planning.
  • Hospitality Intern is a friendly and polished Hospitality Intern with demonstrated experience in method environments.
  • Within Miscellaneous, senior Hospitality Intern and outstanding performer in client relations and project management.

Accomplishments

  • Delivered exceptional concierge service for VIP clients, securing repeat bookings and enhancing hotel’s brand image.
  • Initiated regular housekeeping audits, identifying and implementing measures that led to 64% reduction in guest-related cleaning complaints.
  • Supported front desk operations by expediting over 7 check-in/check-out processes daily, contributing to increased front desk efficiency.
  • Collaborated with banquet team to set up event spaces for gatherings of over 9 guests, ensuring thorough execution of client specifications.
  • Collaborated with team of 12 in the development of process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved a 43% increase in room upgrade conversion rate through effective communication and upselling techniques.
  • Conducted personalized follow-ups with guests to ensure satisfaction, leading to a 78% improvement in post-stay feedback assessments.
  • Monitored VIP guest preferences and special needs, consistently delivering personalized experiences leading to a 60% increase in repeat business.
  • Optimized banquet seating arrangements through innovative use of available software, improving guest flow and satisfaction at events.

Affiliations

  • National Concierge Association (NCA)
  • Association for Computing Machinery
  • National Restaurant Association (NRA)
  • Society of Women Engineers
  • Association for Supply Chain Management (APICS)
  • International Council of Nurses
  • World Tourism Organization (UNWTO) Affiliate Member
  • National Association of Social Workers
  • Rotary International
  • International Association of Conference Centers (IACC)

Certifications

  • Project Management Professional (PMP)
  • Professional in Project Management (PPM) by category
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • Customer Service Excellence in Hospitality by system
  • Hospitality Financial and Technology Professional (HFTP) Certification
  • Hospitality Team Leadership Training by Harbor & Co.
  • Certified Food and Beverage Executive (CFBE) by AHLEI
  • Upscale and Luxury Hotel Brand Service Certification by standard

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