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Skills

  • Accounts payable/receivable
  • Weekly Payroll
  • Product ordering
  • Supervision
  • Results-oriented
  • Business Development
  • Category equipment
  • Operational improvement
  • Positive learning process
  • Excellent communication

Work Experiences

  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Achieved guest satisfaction ratings above 22%.
  • Added upsell packages.
  • Ensured transaction security by comparing payment cards to identification.
  • Achieved this over 18 months.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.

Summaries

  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Assist all guests, including VIPs, with their needs.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Customer engagement, strategic planning and performance reporting skills are well-known.
  • Multitasker and planner who is smooth and efficient.
  • Possessing a complete dedication to guest satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Experienced front-desk professional capable of balancing guest needs with business objectives.
  • Strengths in cross-functional collaboration and client relations backed up by Miscellaneous training.

Accomplishments

  • Increased efficiency by introducing an updated reservation audit process that reduced manual errors by 50%.
  • Contributed to conflict resolution sessions between key stakeholders and international clients, leading to streamlined reservation processes for overseas bookings.
  • Acted as the primary point of contact for VIP guests, ensuring their needs were met promptly, resulting in a 71% satisfaction rating.
  • Processed and confirmed 15 reservations per day across various booking channels, maintaining a 48% accuracy rate and improving operational efficiency.
  • Developed a reporting template that enabled faster decision-making regarding room inventory and pricing adjustments, resulting in more effective demand management.
  • Assisted in developing processes for international reservations, improving client satisfaction by providing seamless multilingual support.
  • Handled intricate booking adjustments such as changes in customer travel dates or special requests, resulting in consistent customer satisfaction.
  • Streamlined booking process by integrating new booking software, reducing processing time by 13 minutes per reservation.
  • Optimized reservation system, which tracked 2 daily bookings, achieving 23% increase in booking accuracy.
  • Collaborated with third-party travel agents to resolve any booking discrepancies, maintaining a 58% guest satisfaction rate.

Affiliations

  • Membership in Guest Experience and Satisfaction Research Forum
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • American Marketing Association
  • Jaycees
  • Society of Women Engineers
  • American Hotel & Lodging Association (AHLA) - Membership
  • Hotel Technology Next Generation (HTNG) Member
  • Hospitality Financial and Technology Professionals (HFTP)
  • International Leadership Association (ILA) in Hospitality

Certifications

  • Certified Meeting Planner (CMP) - Events Industry Council
  • Professional Certification in Hotel Operations - Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • Certified Hospitality Sales Professional (CHSP) – American Hotel & Lodging Educational Institute
  • IATA Travel & Tourism Foundation Diploma - standard
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Certified Hospitality Revenue Manager (CHRM) - American Hotel & Lodging Educational Institute
  • Certified Travel Associate (CTA) – metric
  • Revenue Management for The Hospitality Industry - procedure
  • CompTIA Network+

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