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Skills

  • First Aid/CPR
  • Team management
  • Customer service
  • Guest loyalty programs
  • Word processing
  • Guest satisfaction enhancement
  • Problem resolution
  • Attention to detail
  • Guest check-in/out procedures
  • Team building

Work Experiences

  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Achieved over $3 in upgraded sales.
  • Achieved an Top Performer for excellent problem-solving.
  • Collaborated with the housekeeping and maintenance departments to address and resolve guest room complaints within 6 months.
  • Was in charge of a fast-paced front desk operation at a busy method facility with up to 15 nightly visitors.
  • Achieved a 85% success rate.
  • Achieved 22% retention in loyalty program members.
  • Collaborated with multiple departments to ensure timely resolution of all guest-related concerns, ensuring Top Performer recognition for outstanding service delivery.
  • Assisted 14 guests on a busy day.
  • Collaborated with multiple departments.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Achieved 100% adherence to PMP.
  • Adept at negotiating guest complaints and service refunds, retaining 62% of potentially lost business and maintaining positive hotel reviews.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Hotel Operational Trainee is a friendly and polished Hotel Operational Trainee with demonstrated experience in program environments.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Customer-focused multitasker looking for a initiative position with an exciting company.
  • Anticipated guest needs.
  • Achieved a 26% retention rate for loyalty program members.
  • Multitasker and planner who is smooth and efficient.

Accomplishments

  • Refined the sequence of service workflow, cutting down check-in waiting times by 13 minutes per guest.
  • Achieved an average of 67% occupancy by driving advance bookings and coordinating with corporate clients.
  • Monitored and analyzed front desk transaction reports, quickly identifying discrepancies and helping to recover 8 in lost revenue.
  • Managed shift scheduling across 13 operational areas, resulting in a balanced workload and reducing overtime costs by 22%.
  • Worked closely with management to establish sustainability goals, reducing waste by 27% and operational costs by 9 in 2024.
  • Resolved product issue through consumer testing.
  • Collaborated with housekeeping, front desk, and maintenance to address guest issues promptly, resulting in a reduction of complaints by 42% over several months.
  • Took initiative in updating the front desk training guides to reflect new systems, cutting onboarding times by 4 weeks.
  • Collaborated with catering teams to organize weddings, conferences, and other large-scale events, consistently meeting client objectives and achieving repeat business of 77%.
  • Developed promotional campaigns in coordination with the marketing team, boosting holiday season revenue by 35% in 2015.

Affiliations

  • National Concierge Association (NCA)
  • American Marketing Association
  • American Hotel & Lodging Association (AHLA)
  • Travel and Tourism Research Association (TTRA)
  • Association for Computing Machinery
  • American Institute for Foreign Study (AIFS)
  • Rotary International
  • Certified Hotel Administrator (CHA) Certification
  • National Society of Minorities in Hospitality (NSMH)
  • Project Management Institute

Certifications

  • Certified Public Accountant
  • CompTIA Network+
  • Certified Hotel Concierge by category
  • Barista Certification, system
  • Apple Certified Associate (ACA)
  • Event Planning and Management Certificate, initiative
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Tourism Ambassador (CTA) - Tourism Ambassador Institute
  • Salesforce

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