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Skills

  • First Aid/CPR
  • Process improvement
  • Guest accommodations
  • High-profile guest experience management
  • Budgets
  • Policy and procedure adherence
  • Supervision
  • Data-driven guest feedback improvement
  • Customer service
  • Organization

Work Experiences

  • Built trust with guests in a crisis.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Anticipated guest needs.
  • Assisted in curating local cultural and historical tours for international guests, resulting in a higher demand for hotel-organized excursions by 85% in 2021.
  • Achieved reduction over one year.
  • Achieved results within the past year.
  • Boosted team morale.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Built rapport with returning guests, remembering their preferences and prior experiences, which contributed to a 78% increase in guest retention for the 2022 period.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept in promoting hotel amenities such as spa services and dining options, achieving 29% monthly sales growth while ensuring high guest satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Built relationships with repeat guests.
  • Team player with the ability to provide outstanding customer service.
  • Within Miscellaneous, senior Hotel Concierge and outstanding performer in risk assessment and process improvement.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted luxury spa bookings.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Boosted repeat stays by 36% through personalized experiences.

Accomplishments

  • Opted for a streamlined communication workflow between departments, which helped decrease guest dissatisfaction related to service delays by 32%.
  • Collaborated with the guest relations team to intervene in guest recovery situations, improving overall guest satisfaction by 29% over several months.
  • Organized regular training sessions on exceptional verbal communication for the concierge team, resulting in a 71% increase in positive guest feedback.
  • Reduced service interruptions by 52% by liaising directly between the concierge desk and on-site restaurants to confirm dietary restrictions.
  • Collaborated with other front-desk teams to foster a seamless communication channel for faster check-in during high traffic hours, reducing guest complaints by 78%.
  • Negotiated exclusive deals with local tour operators, boosting in-hotel revenue from external bookings by 81%.
  • Provided assistance to international guests with visa and passport-related inquiries, leading to a 31% improvement in overall satisfaction for overseas clientele.
  • Initiated guest greeting protocol that reduced wait times for services by 66% during peak hours.
  • Designed and implemented a guest request tracking system using Microsoft Excel, significantly reducing lost or delayed requests by 55% over two years.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Human Resource Management
  • Global Business Travel Association (GBTA)
  • Jaycees
  • International Concierge and Guest Relations Association
  • George Washington University - Hospitality and Tourism Alumni Network
  • International Council of Nurses
  • International Luxury Hotel Society
  • Association for Supply Chain Management (APICS)
  • Freemason
  • Society of International Travel Agents (SITA)

Certifications

  • Certified Tourism Ambassador (CTA) – framework
  • Hotel Concierge Advanced Communication Skills Certification - Northwind
  • Certified Hospitality Concierge (CHC) - Harbor & Co.
  • Project Management Professional (PMP)
  • Multilingual Proficiency Certificate (English, Spanish, French) - Ironclad Systems
  • Certified Hotel Concierge - Luxury Property Management - Beacon Labs
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Certification in Customer Service for Hotel Professionals - metric
  • Certified Public Accountant (CPA)
  • Salesforce

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