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Skills

  • Concierge services and concierge systems
  • Supervision
  • Time management
  • Inventory Control and Stock Management
  • MS Office
  • Relationship development
  • Project organization
  • Regulatory compliance
  • Customer feedback analysis
  • Leadership in team-based roles

Work Experiences

  • Assisted with banquet room setups and managing guest seating charts, contributing to streamlined event flow and exceeding guest expectations.
  • Maintained a positive lobby presence through streamlined and improved.
  • Assisted in managing a high-traffic lobby, ensuring seamless communication between the front desk and the valet service during procedure.
  • Created weekly employee work schedules for 11 team members, making sure that all shifts were covered.
  • Assisted in the concierge service team’s day-to-day operations, resulting in streamlined personal guest requests and an increase in satisfaction ratings by 56%.
  • Actively participated in health and safety audits, ensuring all hospitality regulations were met and earning the property Lean.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved results during process.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Developed category procedures for dealing with reservations, cancellations, and no-shows, resulting in a 12% reduction in errors.

Summaries

  • Achieved a 17% increase in retention.
  • Hospitality Intern with 13 years of experience working in a guest service environment.
  • Within Miscellaneous, senior Hospitality Intern and outstanding performer in client relations and project management.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Adaptable and energetic, with cross-functional collaboration and performance reporting abilities.
  • Provides dynamic service to customers and visitors.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Adept in event coordination and planning.
  • Hospitality Intern is a multi-talented Hospitality Intern who is consistently rewarded for planning and operational improvements.
  • Boosted occupancy rates by up to 83% during high-traffic seasons.

Accomplishments

  • Implemented an enhanced loyalty program which resulted in improved membership sign-ups by 20% in 2023.
  • Collaborated with team of 12 in the development of process.
  • Led the cross-departmental guest experience review meetings, identifying action steps that raised the average guest rating by 62%.
  • Monitored VIP guest preferences and special needs, consistently delivering personalized experiences leading to a 60% increase in repeat business.
  • Coordinated guest service efforts during a initiative, ensuring accommodation for 6 guests while minimizing service delays.
  • Reduced housekeeping turnover by 29% through the implementation of a staff recognition program.
  • Assisted in the coordination and execution of 5 guest check-ins/checkouts daily, ensuring a seamless guest experience through efficient process management.
  • Optimized room occupancy rates through strategic planning during peak season, increasing revenue by 66%.
  • Collaborated with the marketing team to promote seasonal events, resulting in a 31% rise in external event inquiries.
  • Initiated regular housekeeping audits, identifying and implementing measures that led to 64% reduction in guest-related cleaning complaints.

Affiliations

  • National Concierge Association (NCA)
  • National Restaurant Association (NRA)
  • International Association of Amusement Parks and Attractions (IAAPA)
  • Young Hoteliers Summit Delegate - 2024
  • National Association of Social Workers
  • Meeting Professionals International (MPI)
  • Lions Club
  • Professional Convention Management Association (PCMA)
  • Society of Women Engineers
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Project Management Professional (PMP)
  • Certificate in Lodging Security by procedure
  • Certified Front Desk Representative (CFDR) by AHLEI
  • Google Certified Professional Cloud Architect
  • Event Planning for Hospitality Professionals by Lakeside Partners
  • ServSafe
  • Conflict Resolution for Hospitality Managers by Cedar Works
  • Event Planning and Management Certification by Cedar Works
  • Customer Conflict Management by category
  • Salesforce

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