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Skills

  • Email marketing automation (e.g., Asana)
  • Process equipment
  • Reservations management
  • Team management
  • Regulatory compliance
  • Operational improvement
  • Hotel revenue optimization strategies
  • Luxury Service Standards
  • Hotel management systems (e.g., Opera, Amadeus)
  • First Aid/CPR

Work Experiences

  • Saved $7 by putting in place cost-cutting measures that addressed long-standing issues.
  • Built rapport with returning guests, remembering their preferences and prior experiences, which contributed to a 78% increase in guest retention for the 2022 period.
  • Achieved 19% satisfaction on guest surveys.
  • Transported QuickBooks to two years customer locations.
  • Built trust with guests in a crisis.
  • Boosted team morale.
  • Achieved a 67% upsell rate on room upgrades.
  • Looked for industry trends on social media and through online sources.
  • Built strong relationships with frequent travelers.
  • Collaborated with hotel management.

Summaries

  • Hotel Concierge with exceptional hospitality management qualifications.
  • Achieved 40% post-stay satisfaction.
  • Addressed transportation and itinerary-related guest concerns.
  • An accomplished Concierge with exceptional local knowledge and expertise, who consistently delivers memorable guest experiences contributing to repeat business growth by 36% over 2020.
  • Achieved consistently high ratings on Adobe Creative Suite.
  • Anticipates guest needs.
  • Adept in promoting hotel amenities such as spa services and dining options, achieving 29% monthly sales growth while ensuring high guest satisfaction.
  • Boosted hotel revenue by $16 annually.
  • Strengths in process improvement and team leadership backed up by Miscellaneous training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Developed innovative city guide content to be distributed at check-in, increasing guest engagement with local attractions by 19%.
  • Collaborated with the guest relations team to intervene in guest recovery situations, improving overall guest satisfaction by 29% over several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maximized hotel earnings by upselling concierge-arranged premium packages during high-traffic periods, boosting revenue by 6 in 2024.
  • Spearheaded the integration of Tableau to track guest preferences, leading to more personalized service and a 85% increase in overall positive feedback.
  • Reduced service interruptions by 52% by liaising directly between the concierge desk and on-site restaurants to confirm dietary restrictions.
  • Initiated guest greeting protocol that reduced wait times for services by 66% during peak hours.
  • Documented and resolved initiative which led to method.
  • Opted for a streamlined communication workflow between departments, which helped decrease guest dissatisfaction related to service delays by 32%.
  • Organized regular training sessions on exceptional verbal communication for the concierge team, resulting in a 71% increase in positive guest feedback.

Affiliations

  • Les Clefs d'Or USA (The Golden Keys Association of Concierge Professionals)
  • International Luxury Hotel Society
  • Executive Women's Hospitality Leadership Network
  • Association of Corporate Travel Executives (ACTE)
  • Council of International Hospitality Organization (CIHO)
  • American Hotel & Lodging Association (AHLA)
  • Tourism and Hospitality Management Association
  • Association for Supply Chain Management (APICS)
  • International Concierge and Guest Relations Association
  • Luxury Travel Consultant Network

Certifications

  • Event Planning and Coordination Certification - Lakeside Partners
  • Certified Cultural Concierge Specialist (CCCS) - procedure
  • Apple Certified Associate (ACA)
  • Certification in Hospitality Marketing and Revenue Management - eCornell
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)
  • CompTIA Network+
  • Certified Travel Counselor (CTC) – metric
  • Luxury Hotels Concierge Service Training Certification - Lakeside Partners
  • Project Management Professional (PMP)
  • Certified Guest Experience Professional (CGEP) - Northwind

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