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Skills

  • Complaint resolution
  • Local attraction knowledge
  • Customer Relationship Management (CRM)
  • Verbal and written communication
  • Data accuracy and reporting
  • Communications
  • Data-driven decision making
  • First Aid/CPR
  • Business operations
  • Detail-oriented task execution

Work Experiences

  • Created weekly employee work schedules for 12 team members, making sure that all shifts were covered.
  • Coordinated with event planners to meet special requests.
  • Addressed guest concerns via telephone.
  • Contributed to a 47% increase in positive reviews.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Used standard software to enter customer information and updated it whenever patrons changed rooms.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Conducted nightly audits and efficiently resolved discrepancies in cash and credit transactions to ensure balanced financial reports.
  • Confirmed room blocks and special offers.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.

Summaries

  • Multitasker and planner who is smooth and efficient.
  • Possessing a complete dedication to guest satisfaction.
  • Aims to enhance smooth check-in experiences.
  • Adaptable and energetic, with client relations and risk assessment abilities.
  • Adaptable to fast-paced environments while maintaining exceptional customer service, recognized for delivering prompt and courteous interactions on every shift.
  • Hotel Front Desk Agent with 6 years of successful project management and process improvement experience.
  • Achieved a 69% rise in VIP repeat business.
  • Clear understanding of cross-functional collaboration and client relations as well as strategic planning training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Aims to enhance smooth check-out experiences.

Accomplishments

  • Documented and resolved framework which led to metric.
  • Consistently achieved sales targets by upselling room upgrades and hotel services, contributing to an increase of $8 in monthly revenue.
  • Led efforts to reduce guest check-in wait times by implementing pre-arrival confirmation calls, which reduced processing times by 32% minutes.
  • Operated in a fast-paced, high-volume environment, maintaining 64% accuracy with reservations and transactions during peak hours.
  • Demonstrated expertise in time management by efficiently handling an average of 17 phone inquiries and online reservations per shift.
  • Identified trends in guest preferences, leading to tailored service offerings and a 30% improvement in positive online reviews.
  • Assisted with VIP and tour group arrivals, managing all special requests to improve their travel experience and receiving consistently positive feedback.
  • Led a team of 9 agents during high-occupancy periods, increasing front desk efficiency and reducing queue times by 79%, maintaining positive guest experiences.
  • Efficiently resolved guest conflicts and ensured all needs were met, contributing to the property achieving a Outstanding Service Award in 2015.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified Hospitality Supervisor (CHS) from the American Hotel & Lodging Educational Institute
  • Hospitality Technology Next Generation (HTNG) for technology-driven solutions
  • National Association for Catering and Events (NACE)
  • Hospitality Sales & Marketing Association International (HSMAI)
  • Canadian Association of Tour Operators (CATO)
  • Society for Human Resource Management (SHRM) for handling HR duties in hospitality settings
  • International Association of Hospitality Accountants (IAHA)
  • Elite training from the Customer Experience Professionals Association (CXPA)
  • Professional Certification in Hospitality Management from Cedar Works
  • International Hospitality & Tourism Network

Certifications

  • Customer Service Certification by the International Customer Service Association
  • CPR and First Aid Certification by American Red Cross
  • Hospitality Operations Certificate by eCornell
  • Certified Reservation Sales Specialist (CRS) by Hotel Sales & Marketing Association International (HSMAI)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Event Management Certificate by initiative
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)

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