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Skills

  • Crisis management
  • Health and safety compliance
  • Upselling and cross-selling
  • Event planning and execution
  • Conflict resolution
  • Budgets
  • Team building
  • Business Administration
  • Online marketing strategies
  • Written and verbal communication

Work Experiences

  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Taught Hostel Supervisors and Hostel Supervisors effective customer service techniques, resulting in a 7% increase in client satisfaction.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Oversaw quality programs aimed at reducing late compliance activities.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Identified standard areas in need of improvement and implemented framework program, resulting in a 2% increase in productivity.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.

Summaries

  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Hostel Supervisor and outstanding performer in strategic planning and budget management.
  • Forward-thinking manager with 15 years of manufacturing project management experience.
  • Focused on ensuring smooth financial, personnel, and operational operations.

Accomplishments

  • Spearheaded a marketing push for long-term stays, increasing average guest stay duration by 48% during the 18 months.
  • Personally mentored staff members in hospitality industry best practices, with 13 staff later promoted to management positions.
  • Collaborated with IT and marketing teams to launch a mobile app, improving guests' check-in processes and increasing app downloads by 66%.
  • Established new guest feedback channels and acted on responses quickly, resulting in an overall satisfaction score increase of 41% over two years.
  • Resolved over 13 guest complaints per quarter with a focus on improving online reputation, leading to a 74% higher average rating on category.
  • Improved staff scheduling efficiency, reducing shift conflicts and absenteeism by 54%.
  • Developed and enforced stringent cleanliness policies that increased guest satisfaction on cleanliness metrics by 50%, as tracked via initiative.
  • Awarded procedure Certification and continuously trained night staff, which boosted efficiency in handling after-hours guest issues by 81%.
  • Worked with local community organizations to offer discounted group accommodations, resulting in 72% higher occupancy during low-demand periods.
  • Conducted conflict resolution training sessions for staff, which decreased guest complaints related to interpersonal issues by 33%.

Affiliations

  • Society of Women Engineers
  • Leisure and Hospitality Managers Association
  • International Facility Management Association (IFMA)
  • Jaycees
  • International Eco-Tourism Society
  • Hostelworld Manager Certification Program
  • European Association for Tourism and Leisure Education
  • International Association of Hospitality Accountants (IAHA)
  • Lions Club
  • Society of Human Resource Management (SHRM)

Certifications

  • CompTIA Network+
  • Environmental Health & Safety Certification for Accommodation Businesses - standard
  • Certified Hospitality Supervisor (CHS) – Cedar Works
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid and CPR Certification – system
  • Front Office Operations Certification - AHLEI
  • Event Planning and Coordination Certificate - Harbor & Co.
  • Project Management Professional (PMP) - process
  • Certified Residence Hall Manager (CRHM) - Cedar Works
  • Certified Guest Service Professional (CGSP), AHLEI

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