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Skills

  • Hotel signage
  • Staff development plans
  • Networking with staff
  • Staff relationships
  • Staff development and team building
  • Retail Staff Management
  • Staff development and training
  • Staff recruiting and retention
  • Staff assistance
  • API Healthcare ActiveStaffer

Work Experiences

  • Achieved zero incidents in 2018.
  • Audited daily receipts accurately.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Created weekly employee work schedules for 15 team members, making sure that all shifts were covered.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Analyzed booking data to forecast demand and adjusted staffing levels accordingly, reducing overtime costs by 24%.
  • Collaborated with metric service departments.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Addressed guest feedback promptly.

Summaries

  • Hotel Staff who has spent more than 12 years assisting guests with workflow optimization and stakeholder engagement.
  • Customer-focused multitasker looking for a framework position with an exciting company.
  • Accomplished in training and developing hotel staff.
  • Possessing a complete dedication to guest satisfaction.
  • Achieved a 78% increase in overall service ratings.
  • Adaptable hospitality expert with a strong focus on client relationship building, ensuring long-term loyalty and repeat business through targeted service initiatives.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 7% rise in overall staff proficiency.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Facilitated staff training in Lean, resulting in a 60% increase in team efficiency and delivery of exceptional guest experiences.
  • Resolved high-profile guest complaints quickly, resulting in a 84% boost in customer satisfaction and retention metrics on Salesforce.
  • Developed and implemented a guest satisfaction survey strategy that improved positive review ratings by 67% on platforms such as SAP.
  • Played a key role in assisting the hotel in achieving President's Club, enhancing the property's reputation as a top hospitality destination.
  • Implemented a daily reporting system for guest complaints and incidents, reducing resolution times by 85% and preventing recurring issues.
  • Implemented a digital incident tracking system that reduced security-related disputes by 39% across the property.
  • Initiated a room inspection program that cut down on housekeeping-related complaints by 67% and improved overall cleanliness ratings.
  • Provided room service to 10 guests daily while adhering to strict service timeframes, receiving consistently high service scores.
  • Created monthly performance reports on guest service benchmarks, leading to a 39% improvement in key performance metrics.
  • Collaborated with system service departments to reduce guest wait time on room service by 58% during busy shifts.

Affiliations

  • Active participant in the Global Customer Service and Hospitality Summit Portland 2023
  • Association of Information Technology Professionals
  • National Concierge Association (NCA) - Chicago Chapter
  • Member of the Global Hotel Alliance (GHA) for Luxury & Independent Hotels
  • American Medical Informatics Association
  • Certified Hospitality Supervisor (CHS) through AHLEI - Completed 2022
  • International Society of Hotel Managers (ISHM) - Award Recipient 2015
  • Certified in Emergency Preparedness by the Hotel Safety Association - 2020
  • Lions Club
  • National Association of Social Workers

Certifications

  • Certified Hotel Concierge (CHC) by International Concierge and Lifestyle Management Association (ICLMA)
  • Certified Revenue Management Analyst (CRMA) by procedure
  • Certified Banquet Manager (CBM) through the International Hotel & Restaurant Association
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe Food Handler Certification by Harbor & Co.
  • Digital Marketing Fundamentals for Hospitality Managers from method
  • Certified Rooms Division Specialist (CRDS) through Northwind
  • CompTIA Network+
  • Cultural Competency in Hospitality Certificate by process

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