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Skills

  • Marketing
  • High-volume check-in/out processing
  • Policy and procedure adherence
  • Luxury transportation coordination (e.g., Limousine services)
  • Team building
  • First Aid/CPR
  • Relationship development
  • Guest accommodations
  • CRM system proficiency (e.g., Power BI)
  • Organization

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Achieved a 41% decrease in guest complaints related to responsible tourism.
  • Built strong relationships with frequent travelers.
  • Built strong relationships with frequent travelers, offering personalized recommendations that increased return stays in the hotel’s loyalty program by 59% over 2017.
  • Collaborated with local vendors, restaurants, and tour operators.
  • Achieved a 23% upsell rate on room upgrades by effectively communicating the benefits of premium services to hotel guests.
  • Collaborated with teams across hotel departments to implement a guest satisfaction feedback loop, improving review ratings on Salesforce by 75% within one year.
  • Anticipated guest needs by maintaining an updated knowledge base of local events, restaurants, and entertainment options, consistently achieving 67% satisfaction on guest surveys.
  • Collaborated with hotel management to redesign the concierge services brochure, leading to a 43% greater uptake in service requests.
  • Assisted international guests with visa and booking issues.

Summaries

  • Achieved a 37% conversion rate.
  • Achieved 56% monthly sales growth.
  • Adept in promoting hotel amenities such as spa services and dining options, achieving 29% monthly sales growth while ensuring high guest satisfaction.
  • Achieved results through effective upselling.
  • Boosted hotel revenue by $16 annually.
  • Award-winning Concierge with comprehensive skills in upselling and personalized guest service, generating additional revenue streams while consistently exceeding performance metrics.
  • Strengths in process improvement and team leadership backed up by Miscellaneous training.
  • Achieved results over the past year.
  • Clear understanding of quality assurance and vendor management as well as cross-functional collaboration training.
  • Anticipates guest needs.

Accomplishments

  • Managed partnerships with external restaurants and nightlife venues, providing exclusive guest access and improving guest satisfaction on related concierge services by 55%.
  • Trained new concierge staff on internal systems and customer service, contributing to a 25% decrease in complaint resolution time.
  • 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%.
  • Delivered personalized guest itineraries in collaboration with local vendors, enhancing guest satisfaction by 25%.
  • Enhanced guest experiences by coordinating entertainment and tour offerings, reflected by a 83% higher score in post-visit surveys.
  • Successfully mediated guest disputes and special requests with external vendors, resulting in method and improving dispute resolution satisfaction by 69% over two years.
  • Utilized expert knowledge of local attractions to assist guests in creating custom city tours, maintaining a 8-star average rating on post-visit surveys.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Initiated a cross-departmental collaboration to expedite room availability during high-occupancy periods, resulting in a 71% improvement in check-in times during peak season.
  • Planned and executed personalized cultural experiences for international guests, resulting in 30% increase in favorable reviews regarding the concierge services.

Affiliations

  • Society of International Travel Agents (SITA)
  • National Association of Social Workers
  • George Washington University - Hospitality and Tourism Alumni Network
  • Council of International Hospitality Organization (CIHO)
  • Les Clefs d'Or USA (The Golden Keys Association of Concierge Professionals)
  • The Travel Institute
  • Local Atlanta Chamber of Commerce
  • Freemason
  • Association for Supply Chain Management (APICS)
  • Toastmasters

Certifications

  • Hotel Concierge Professional Certification - system
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Tourism Ambassador (CTA) – framework
  • CLIA Accredited Cruise Counselor (ACC) - process
  • Food Safety and Hygiene for Hospitality Professionals - ServSafe
  • Certification in Hospitality Marketing and Revenue Management - eCornell
  • Hotel Revenue Optimization Certification - Meridian
  • Salesforce
  • Multilingual Proficiency Certificate (English, Spanish, French) - Ironclad Systems
  • First Aid/CPR Certified

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