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Skills

  • Project organization
  • Upselling techniques
  • CRM framework Proficiency
  • Operational efficiency
  • Word processing
  • Cross-department collaboration
  • Check-In/Check-Out Process Management
  • Problem-solving skills
  • Client expectation management
  • Team building

Work Experiences

  • Boosted the hotel's online review score on QuickBooks.
  • Based scheduling on guest occupancy trends.
  • Contributed to an above 70% retention rate for corporate clients.
  • Consistently addressed concerns before check-out.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved 100% client satisfaction.
  • Oversaw 2 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Acted as a liaison between the front desk and kitchen, minimizing order delays during peak hours and increasing diner satisfaction by 34% over several months.
  • Boosted the hotel's online review score on Salesforce from average 7 stars to 17 stars within a 2018-timeframe by revamping guest communication protocols.
  • Achieved high client satisfaction reviews.

Summaries

  • Avoided overstock issues.
  • Addressed guest concerns before check-out.
  • Achieved this over the course of 2015.
  • Customer engagement, project management and process improvement skills are well-known.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Achieved a 76% boost in positive reviews on Microsoft Excel.
  • Accomplished Hospitality Staff Member with 2 years of experience.
  • Hospitality Staff Member is a multi-talented Hospitality Staff Member who is consistently rewarded for planning and operational improvements.
  • Achieved higher guest satisfaction.

Accomplishments

  • Improved housekeeping daily productivity rate by 26% through staff training in Salesforce and updated cleaning methods.
  • Developed in-depth customer profiles within Tableau to enhance personal guest experiences and reduce complaints by 35%.
  • Resolved 16 guest complaints within a 16-month period by developing a structured conflict resolution strategy.
  • Collaborated with F&B team to develop a streamlined room service process, reducing delivery times by 80%.
  • Designed a transition plan to implement Salesforce, improving room reservation accuracy by 78% at Columbus.
  • Nominated for Outstanding Service Award in 2021 for showcasing excellence in team leadership and guest satisfaction metrics.
  • Integrated a new housekeeping scheduling tool, cutting labor costs by 74% and ensuring high occupancy rooms were prioritized.
  • Revised housekeeping protocols, reducing room turnover time by 64% and improving guest satisfaction ratings.
  • Identified and resolved issues in the guest checkout process, reducing negative feedback by 44% during 2024.
  • Reduced wait times at the front desk by 66% through the application of Microsoft Excel, improving operational efficiency.

Affiliations

  • Hospitality Sales & Marketing Association International (HSMAI)
  • Certified Special Events Professional (CSEP)
  • National Society of Minorities in Hospitality (NSMH)
  • Restaurant Opportunities Centers United
  • American Culinary Federation (ACF)
  • Meeting Professionals International (MPI)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Society of Human Resource Management
  • Project Management Institute
  • Institute of Hospitality

Certifications

  • Basic First Aid and CPR Certification - American Red Cross
  • Hospitality Financial Leadership Certification - Hospitality Financial and Technology Professionals (HFTP)
  • Google Certified Professional Cloud Architect
  • Fundamentals of Global Hospitality Operations Certification - Northwind
  • Cisco Certified Internetwork Expert (CCIE)
  • Wine & Spirit Education Trust (WSET) Level 1 Award in Wines
  • Certified Hospitality Supervisor (CHS) - American Hotel and Lodging Educational Institute (AHLEI)
  • Hotel Industry Foundations and Principles (HIFP) - American Hotel and Lodging Educational Institute (AHLEI)
  • Certified Hospitality Trainer (CHT) - American Hotel and Lodging Educational Institute (AHLEI)
  • SHRM Senior Certified Professional (SHRM-SCP)

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