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Skills

  • Guest satisfaction optimization
  • Junior staff mentorship
  • MS Office
  • Certification in Customer Service Excellence (CPA)
  • Budgets
  • Problem resolution
  • CRM tool proficiency (Power BI)
  • Event floor plan optimization
  • Cost Savings and Budgeting
  • Word processing

Work Experiences

  • Assisted in the development of promotional material.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Analyzed post-event feedback, helping the hotel reshape its event service offerings and secure a 28% increase in bookings for large-scale functions.
  • Ensured transaction security by comparing payment cards to identification.
  • Allowed management to better address service gaps.
  • Boosted cross-selling opportunities by $13.
  • Used initiative software to enter customer information and updated it whenever patrons changed rooms.
  • Achieved Innovation Award for best customer satisfaction in Boston.
  • Achieved a 36% reduction in escalations.
  • Averted loss in customer service points.

Summaries

  • Accomplished Hotel Specialist.
  • Provides dynamic service to customers and visitors.
  • Customer-focused multitasker looking for a category position with an exciting company.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Hotel Specialist with a strong background in digital check-in systems and reducing wait times by 34%, enhancing overall guest experiences.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in team leadership and stakeholder engagement backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Hotel Specialist is a friendly and polished Hotel Specialist with demonstrated experience in standard environments.
  • Hotel Specialist who has spent more than 12 years assisting guests with quality assurance and data analysis.

Accomplishments

  • Coordinated with housekeeping and maintenance teams to ensure room readiness during peak seasons, reducing turnaround times by 18% minutes on average.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created tailored service for high-value guests, resulting in a 84% increase in VIP return visits over 2 months.
  • Developed a streamlined communication system for event coordination that improved response times to client requests by 39%, boosting client satisfaction.
  • Successfully managed a budget of $5, allocating funds to improve guest experience while decreasing overhead by 57%
  • Designed and implemented an internal staff recognition program, resulting in improved employee satisfaction and a 15% decrease in turnover.
  • Automated the billing procedures for large corporate groups, reducing billing time by 61% and improving client satisfaction.
  • Resolved product issue through consumer testing.
  • Led successful social media campaign on Tableau, growing the hotel’s online presence by 52% and increasing direct booking traffic by 80% YOY.
  • Revamped inventory tracking processes for F&B services, reducing product waste by 44% and lowering overall costs.

Affiliations

  • International LGBTQ+ Travel Association (IGLTA)
  • American Culinary Federation (ACF)
  • American Marketing Association
  • International Travel and Tourism Partnership (ITTP)
  • Association of Information Technology Professionals
  • American Hotel & Lodging Association (AHLA)
  • Rotary International
  • Club Managers Association of America (CMAA)
  • International Council of Nurses
  • Jaycees

Certifications

  • Leadership & Management Certificate – American Hospitality and Lodging Association
  • Apple Certified Associate (ACA)
  • Certificate in Hotel Revenue Management – eCornell
  • Certified Hospitality Revenue Manager (CHRM) – Vantage
  • Certified Specialist of Wine (CSW) - standard
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)

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