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Skills

  • File management
  • Hotel financial auditing
  • Problem-solving skills
  • Regulatory compliance
  • Decision-making in fast-paced settings
  • Customer-focused innovation
  • Team Leadership
  • POS System proficiency
  • Project organization
  • Cross-functional team collaboration

Work Experiences

  • Collaborated with the finance team to audit guest accounts, ensuring an error-free collection of $13 in guest payments.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Achieved total savings of $2.
  • Achieved an Employee of the Year for team excellence.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Collaborated with the marketing department.
  • Achieved President's Club for exceeding customer satisfaction goals.
  • Created weekly employee work schedules for 13 team members, making sure that all shifts were covered.
  • Coached junior hospitality team members, leading to a 32% reduction in onboarding time and improved service standards.

Summaries

  • Achieved a 69% productivity increase.
  • Achieved 19% retention improvement.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Hospitality Team Member with 16 years of experience working in a guest service environment.
  • Adept at managing high-profile guest relations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Individual with a charming and poised demeanor who performs various tasks, including workflow optimization and performance reporting.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Hospitality Team Member with 7 years of successful quality assurance and stakeholder engagement experience.
  • Adaptable and energetic, with performance reporting and risk assessment abilities.

Accomplishments

  • Played a critical role in securing a standard, leading to an increase of 38% in corporate event bookings at the venue.
  • Successfully resolved guest complaints, leading to an improvement of 45% in customer satisfaction ratings within 8 months.
  • Contributed to a 76% increase in positive employee feedback through ongoing team-building activities and effective conflict resolution strategies.
  • Provided tailored concierge recommendations that increased average guest spending by $9 per visit.
  • Boosted positive online reviews by 76% through the introduction of post-stay outreach and personalized guest experiences.
  • Coordinated transport services, ensuring timely and hassle-free transfers for over 9 guests daily, contributing to a higher repeat guest rate.
  • Designed interactive staff communication tools, decreasing team miscommunications by 80% and improving overall workflow in event planning.
  • Recognized for maintaining a 51% guest retention rate by implementing personalized service options and follow-up procedures.
  • Exceeded cross-selling and upselling targets, driving incremental revenue growth of $8 per quarter across food and drink offerings.
  • Trained new team members in hospitality best practices, reducing onboarding time by 15 weeks and improving new employee satisfaction levels.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • National Society of Minorities in Hospitality (NSMH)
  • Retail, Hospitality, and Tourism Management (RHTM) Alumni Association
  • National Concierge Association (NCA)
  • National Association of Social Workers
  • Society of Human Resource Management
  • Luxury Marketing Council
  • American Society of Safety Professionals
  • Jaycees
  • American Marketing Association

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • First Aid Certification – method
  • Certified Hospitality Facilities Executive (CHFE) - American Hotel & Lodging Educational Institute (AHLEI)
  • Certificate in Hospitality Management - Cornell University
  • Certified Hospitality Supervisor (CHS) – framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Hospitality Financial Management Certificate – method
  • Eco-Hospitality Certification – Eco Hotel Association
  • Hospitality and Tourism Certificate – program

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