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Skills

  • Inventory cost reduction strategies (by standard)
  • Active listening and empathy in guest interactions
  • Staff training and development
  • Management of booking accuracy improvement (%)
  • Business operations
  • Regulatory compliance
  • Loyalty program design and execution
  • Customer feedback collection and response
  • Problem-solving skills
  • Team building

Work Experiences

  • Boosted early reservations by 55% %.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Addressed team concerns.
  • Collaborated with the management team to develop a loyalty program, leading to a 80% increase in returning guests over 2023 year.
  • Awarded for achieving monthly upsell goals.
  • Created weekly employee work schedules for 14 team members, making sure that all shifts were covered.
  • Achieved Employee of the Year recognition.
  • Contributed to high comfort ratings from guests.
  • Awarded for achieving monthly upsell goals, contributing to a total of $16 in additional revenue for consecutive 2 months.
  • Addressed room conditions within 2 minutes.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved a 56% decrease in repeat issues annually.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at multi-channel communication, handling phone, email, and in-person inquiries for 10 rooms, reducing response time by 41%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 81% increase in repeat bookings in 2024.
  • Hotel Clerk is a friendly and polished Hotel Clerk with demonstrated experience in standard environments.
  • Within Miscellaneous, senior Hotel Clerk and outstanding performer in performance reporting and team leadership.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Played a key role in increasing positive online reviews by 63% through consistent and personalized guest interactions.
  • Documented and resolved process which led to initiative.
  • Successfully upsold room upgrades and additional services, contributing to $18 in extra monthly revenue for 11 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a property tour program that brought in an additional 13 in bookings for event spaces and banquet facilities.
  • Resolved product issue through consumer testing.
  • Handled and processed an average of 8 transactions daily, maintaining accuracy and compliance with company policies.
  • Trained new front desk associates on best practices, resulting in 64% faster onboarding and stronger team cohesion.
  • Managed over 2 reservations daily using Salesforce, significantly reducing booking errors and improving guest experience.
  • Awarded Employee of the Month for improving customer satisfaction scores by 76% through proactive service initiatives.

Affiliations

  • Local Chamber of Commerce Tourism Committee
  • Association of Information Technology Professionals
  • Jaycees
  • Certified Hospitality Trainer (CHT) by AHLEI
  • National Association of Social Workers
  • National Concierge Association (NCA) Member
  • Leadership in Guest Services Training Program Affiliation
  • Freemason
  • National Apartment Association (NAA) Training Program, Hospitality Division
  • Travel and Tourism Certification Program

Certifications

  • ServSafe® Food Protection Manager Certification – system
  • Certified Hospitality Supervisor (CHS) - procedure
  • Advanced Hospitality Management Certification - Lakeside Partners
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Hotel Receptionist Certification – Summit Group
  • Certified Public Accountant (CPA)
  • Certified in Hotel Analytics (CHIA) – initiative
  • Certified Front Desk Representative (CFDR) – AHLEI

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