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Skills

  • Guest accommodations
  • Vendor relationship management
  • Regulatory compliance
  • Customer service excellence
  • Client outreach and engagement
  • Business operations
  • Operational improvement
  • Telephone etiquette
  • Effective time management
  • Staff supervision

Work Experiences

  • Addressed guest escalations.
  • Assisted the General Manager in preparing and executing the hotel budget, effectively reducing operating expenses by $4 while maintaining guest satisfaction levels.
  • Adjusted hotel room prices dynamically.
  • Achieved Top Performer for superior guest satisfaction.
  • Improved customer satisfaction by providing personalized service.
  • Achieved a 63% reduction in overtime costs during off-peak seasons.
  • Assisted the General Manager in preparing the hotel budget.
  • Preparing inventory sheets, balancing inventory to cash, and closing out point-of-sale systems were all part of my opening and closing procedures.
  • Improved the bottom line by streamlining procedure processes, budgets, and procurement strategies.
  • Assisted 12 customers per 6 months by welcoming visitors to the facility, responding to complaints, and resolving issues.

Summaries

  • Working for high-end hotel chains for more than 18 years, I am a highly communicative professional.
  • When it comes to greeting guests and resolving issues, she is extremely effective.
  • Achieved 58% repeat bookings growth.
  • Dedicated hotel manager with over 6 years of experience in the hospitality industry.
  • Well-educated, self-assured, and able to communicate effectively.
  • Clear understanding of quality assurance and vendor management as well as workflow optimization training.
  • Team player with the ability to provide outstanding customer service.
  • Hotel Management Trainee with experience in Microsoft Excel hotel management PMS and CRM systems.
  • Reliable individual with strong leadership abilities and a keen eye for detail.
  • Hotel Management Trainee is a responsible Hotel Management Trainee who is well-versed in guest and customer service expectations.

Accomplishments

  • Applied cross-functional communication skills to ensure seamless operation across guest services, resulting in a 41% reduction in negative guest feedback.
  • Trained new team members in using reservation software (Microsoft Excel), significantly reducing training time by 49%.
  • Facilitated cross-departmental communication by scheduling regular training sessions, which resulted in enhanced service delivery and a 18% improvement in guest satisfaction scores.
  • Supported the Sales team by crafting personalized promotional emails, which contributed to a 46% increase in client inquiries and bookings.
  • Forecasted guest occupancy trends to better predict staffing needs, reducing overtime by 45% for non-peak periods.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the implementation of a property management system upgrade (SAP), resulting in a 58% improvement in reservation accuracy and operational efficiency.
  • Implemented strategies for improving guest feedback collection, which led to a 47% increase in feedback submission and actionable insights.
  • Assisted in market research for guest demographic segmentation, using consumer insights to create tailored pricing strategies and increase seasonal occupancy rates by 39%.
  • Worked closely with the General Manager on budget formulations, reducing operating expenses by $4 while maintaining high-quality guest services.

Affiliations

  • American Society of Safety Professionals
  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • Certified Guest Service Professional (CGSP) by AHLEI 2023
  • North American Thrombosis Forum (NATF) Chapter Denver
  • Rotary International
  • Institute of Hospitality
  • International Association of Administrative Professionals
  • Jaycees

Certifications

  • Certified Guest Service Professional (CGSP) - Meridian
  • Certified Hospitality Housekeeping Executive (CHHE) - Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Hotel Waste Management and Sustainability Certification - initiative
  • Project Management Professional (PMP)
  • Event Planning Essentials Certification - Lakeside Partners
  • CPR and First Aid Certification – 2020
  • Certified Hotel Administrator (CHA) - Harbor & Co.
  • Apple Certified Associate (ACA)

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