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Skills

  • Staff assistance
  • Hospitality operations
  • Staff hiring
  • Staff recruitment
  • API Healthcare ActiveStaffer
  • Retail Staff Management
  • Staffing strategy
  • Staff mentoring
  • Staff development and team building
  • Vendor relationship management

Work Experiences

  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved results within six months of implementation.
  • Accelerated the process by 66%.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Oversaw 15 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Created weekly employee work schedules for 7 team members, making sure that all shifts were covered.
  • Carried out staff performance evaluations.
  • Cut transaction times by 82% seconds.
  • Boosted team performance metrics by 56%.
  • Cultivated a 85% response rate in customer satisfaction surveys.

Summaries

  • Adept at managing high-volume check-ins during peak travel periods, consistently maintaining 100% guest satisfaction at large-scale resort operations in Phoenix.
  • Adept at improving operational workflows.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Achieved a 80% boost in guest satisfaction surveys within six months.
  • Adept at conflict resolution and customer recovery, transforming dissatisfied guests into repeat clientele. Successfully addressed complaints and earned 14 positive online reviews during tenure.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at mentoring junior staff.
  • Boosted resource efficiency.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Clear understanding of budget management and strategic planning as well as performance reporting training.

Accomplishments

  • Increased daily bar sales by 64% through introducing unique signature cocktails, leading to measurable improvements in beverage revenue.
  • Implemented guest feedback responses that improved overall hotel ratings by 16% on Adobe Creative Suite, positioning the hotel as a top-ranked destination.
  • Reduced front desk check-in times by 45% by refining workflows and enhancing staff training initiatives.
  • Collaborated with team of 14 in the development of process.
  • Enhanced hotel’s reputation by introducing guest feedback systems, increasing review ratings on multiple platforms by 58% within 2024.
  • Revamped menu layouts and pricing strategies resulting in 27% increase in restaurant revenue within the first 5 months.
  • Introduced a personalized guest experience program that improved overall guest satisfaction by 26%, leading to repeat bookings.
  • Designed a social media strategy for seasonal events, increasing online reservations by $10 in 2018 through targeted campaigns.
  • Collaborated with the events team to launch a new seasonal package, resulting in a 67% increase in bookings for both rooms and events.
  • Developed upsell strategies at front desk, resulting in a 29% increase in guest participation in premium services.

Affiliations

  • Institute of Customer Service
  • American Marketing Association
  • National Association of Catering Executives (NACE)
  • Green Hotels Association (GHA)
  • Meeting Professionals International (MPI)
  • Tourism Society
  • Association for Computing Machinery
  • Council of Hospitality Management Education (CHME)
  • International Council of Nurses
  • Society for Hospitality and Foodservice Professionals (SHFP)

Certifications

  • Alcohol Serving and Service of Alcohol Certification (TIPS) from Training for Intervention Procedures
  • Digital Marketing Certification for Hospitality Industry from framework
  • First Aid and CPR Certification from the American Red Cross
  • Certified Hospitality Sales Professional (CHSP) from the American Hotel & Lodging Educational Institute (AHLEI)
  • ServSafe
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Certified Bartender by Mixology School program
  • Certificate in Hotel Industry Analytics (CHIA) from STR Global and AHLEI

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