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Skills

Communications
Problem resolution
Upselling techniques
Team building
Metric equipment
Data-driven decision making
Communication with local tourism boards
Project organization
Guest satisfaction optimization
Guest experiences

Work Experiences

Coordinated the integration of Tableau, improving operational interconnectivity across departments and reducing training time by 16 hours.
Collaborated with program customers to determine their needs and deliver initiative service.
Achieved a 32% boost in bookings.
Closely monitored key performance indicators, presenting periodic reports to executive management on operational performance and guest satisfaction.
Conducted guest experience workshops.
Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
Solved initiative issues, improved operations, and provided excellent customer service.
Boosted employee morale.
Oversaw the delivery of category project by metric team, which resulted in framework.
Acted as the main point of contact during emergency situations, maintaining composure and ensuring the safety of guests and staff at all times.

Summaries

Boosted employee retention by 76%.
Dedicated to learning, growing, and succeeding in Miscellaneous.
Achieved results through strategic marketing collaborations.
Experience in hotel management positions at high-end resorts with a strong focus on customer service.
Boosted reservation inquiries.
Achieved a 81% success rate.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.
Added an average of $12 per month in additional revenue.
Achieved a 70% increase in repeat bookings.
Collaborated with local vendors.

Accomplishments

Developed a mobile self-check-in system which reduced wait time by 14 minutes and improved guest satisfaction scores.
Led a 3-person, multi-department team responsible for achieving a guest satisfaction score of 22% during high-occupancy periods.
Initiated a seasonal promotion campaign that boosted hotel occupancy rates by 29% during off-peak weeks.
Collaborated with food and beverage teams to enhance the room service menu, contributing to a 72% increase in average guest check value.
Spearheaded the overhaul of hotel amenities, resulting in a 39% increase in guest satisfaction and retention.
Implemented property management software, resulting in a 29% improvement in booking and billing accuracy.
Led guest experience improvement workshops resulting in a 59% increase in service satisfaction scores as reported in post-stay surveys.
Implemented a guest feedback loop system that reduced response time to service issues by 11 hours and improved customer retention by 44%.
Created detailed sales forecasts and budget reports, supporting revenue growth of 52% year-over-year.
Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

Toastmasters
Hotel Front Desk Certification
Hospitality Human Resources Association (HHRA)
National Concierge Association (NCA)
International Hotel & Restaurant Association (IH&RA)
Hospitality Financial and Technology Professionals (HFTP)
Institute of Asset Management for Hotels (IAM)
Hospitality Asset Managers Association (HAMA)
American Society of Travel Advisors (ASTA)
Certified Hospitality Supervisor (CHS)

Certifications

Guest Experience Management Certificate - procedure
Hospitality Analytics Dashboard Certification - metric
Certified Food and Beverage Executive (CFBE) - AHLEI 2016
Hospitality Facilities Management and Design Certificate - 2024
Hospitality Sales Professional Certification (CHSP) - AHLEI 2021
Certified Rooms Division Executive (CRDE) - American Hotel & Lodging Association 2016
Microsoft Certified Systems Engineer (MCSE)
Hotel Industry Analytics (CHIA) Certification - AHLEI 2024
Project Management Professional (PMP)
Cisco Certified Network Associate (CCNA)

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