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Skills

  • Team management
  • First Aid/CPR
  • Regulatory compliance
  • Housekeeping operations and audit management
  • Customer service
  • File management
  • Inventory Control and Stock Management
  • Problem-solving skills
  • Cohesive brand promotion during guest interactions
  • Bilingual or Multilingual communication Mandarin

Work Experiences

  • Assisted the recruiting team by creating a pipeline of top talent using a variety of sourcing channels, including standard and framework.
  • Developed category procedures for dealing with reservations, cancellations, and no-shows, resulting in a 12% reduction in errors.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Achieved results during peak season.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during metric absence.
  • Assisted guests with queries on local tourist attractions.
  • Developed procedure and method skills under the supervision of the General Manager and other departmental leaders through hands-on work and shadowing.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Assisted in day-to-day operations of the concierge service team.
  • Achieved a 69% reduction in scheduling errors.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Adaptable and energetic, with cross-functional collaboration and performance reporting abilities.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and strategic planning.
  • Assisted guests by offering valuable local insights.
  • Costs were consistently reduced while profits were increased.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Boosted guest satisfaction to 66%.

Accomplishments

  • Monitored VIP guest preferences and special needs, consistently delivering personalized experiences leading to a 60% increase in repeat business.
  • Collaborated with the marketing team to promote seasonal events, resulting in a 31% rise in external event inquiries.
  • Instrumental in the creation of themed dining nights, increasing restaurant reservations by 40% during off-peak seasons.
  • Implemented an enhanced loyalty program which resulted in improved membership sign-ups by 20% in 2023.
  • Initiated regular housekeeping audits, identifying and implementing measures that led to 64% reduction in guest-related cleaning complaints.
  • Optimized banquet seating arrangements through innovative use of available software, improving guest flow and satisfaction at events.
  • Coordinated guest service efforts during a initiative, ensuring accommodation for 6 guests while minimizing service delays.
  • Achieved a 43% increase in room upgrade conversion rate through effective communication and upselling techniques.
  • Served as a point of contact for external vendors during event preparation, maintaining strong professional relationships and ensuring timely delivery of supplies.
  • Assisted in the coordination and execution of 5 guest check-ins/checkouts daily, ensuring a seamless guest experience through efficient process management.

Affiliations

  • American Marketing Association
  • Club Managers Association of America (CMAA)
  • Meeting Professionals International (MPI)
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Society of Human Resource Management
  • Institute of Hospitality (IOH)
  • American Hotel & Lodging Association (AHLA)
  • Toastmasters
  • International Association of Administrative Professionals
  • World Tourism Organization (UNWTO) Affiliate Member

Certifications

  • Certified Hotel Administrator (CHA) by AHLEI
  • Certified Special Events Professional (CSEP)
  • First Aid/CPR Certified
  • Certificate in Lodging Security by procedure
  • CompTIA Security+
  • Event Planning and Management Certification by Cedar Works
  • VIP Guest Experience Certification by Lakeside Partners
  • Conflict Resolution for Hospitality Managers by Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • Certified Meeting Professional (CMP)

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