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Skills

  • Strong verbal communication
  • Public speaking
  • Team building
  • Inspection reviews
  • Pricing tool development
  • Conflict resolution
  • Data entry
  • Process implementation
  • Hardware evaluation
  • Materials preparation

Work Experiences

  • Collaborated closely with standard to resolve early check-in and late check-out requests, ensuring guest satisfaction stayed over 53%.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as method and system, in order to expedite resolution.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Addressed guest complaints on-site leading to an overall decrease in escalated complaints by 84% compared to the previous quarter.
  • Achieved a 84% decrease in negative accommodation incidents.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Aligned guest safety standards with corporate policies.
  • Assisted in managing guest-specific requests, such as arranging transportation, concierge services, and special accommodations, contributing to a President's Club received for customer service in 2024.
  • Assisted with late-night check-ins.

Summaries

  • Provides dynamic service to customers and visitors.
  • Hotel Receptionist with 17 years of experience working in a guest service environment.
  • Hotel Receptionist is a multi-talented Hotel Receptionist who is consistently rewarded for planning and operational improvements.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Customer-focused multitasker looking for a metric position with an exciting company.
  • Knowledgable in a variety of design and testing methodologies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Motivated Hotel Receptionist with experience managing large-scale projects, including budgeting and administration.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.

Accomplishments

  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Prepared
  • Design: Responsible for creative design for prominent framework.
  • Won
  • Facilitated cross-departmental communication effectively during maintenance periods, ensuring guest disruptions were minimized, resulting in 19% fewer maintenance-related guest complaints.
  • Addressed and resolved billing discrepancies for guests, reducing billing errors by 51%, while improving billing accuracy and customer satisfaction.
  • Trained
  • Researched
  • Implemented revenue optimization strategies by upselling room upgrades, contributing to a 47% increase in total room revenue for 4 months.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Tourism and Hospitality Professionals Network (THPN)
  • Association of Information Technology Professionals
  • National Society of Minorities in Hospitality (NSMH)
  • Hotel Receptionist Certification via AHLA
  • Front Office Managers' Association (FOMA)
  • National Association of Hotel and Lodging Services (NAHLS)
  • Hotel Human Resources Association (HHRA)
  • American Marketing Association
  • American Institute of Hospitality Sciences (AIHS)
  • International Association of Administrative Professionals

Certifications

  • Certified Travel Associate (CTA) by The Travel Institute
  • Salesforce
  • Hospitality Revenue Management by Cornell University
  • Certified Guest Service Professional (CGSP) by the AHLEI
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Conflict Management in hospitality, Coursera
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • Cisco Certified Network Associate (CCNA)

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