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Skills

  • Front desk operations coordination
  • Problem-solving under tight deadlines
  • Relationship development
  • Quality Assurance in Service Delivery
  • Problem-solving skills
  • Conflict resolution and de-escalation
  • Customer service excellence
  • Budgets
  • Employee training and development
  • Professional communication (written and verbal)

Work Experiences

  • Continuously updated protocol guides.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Consistently enforced safety standards for COVID-19.
  • Collaborated with the concierge team to drive special requests fulfillment rates to 20% for staying guests over one year.
  • Collaborated with the concierge team.
  • Oversaw 8 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Delivered personalized, high-quality experiences.
  • Achieved results in the first three months of use.
  • Conducted quality assurance checks on guest feedback forms.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.

Summaries

  • Addressed guest concerns promptly within 2 hours.
  • Client-focused Lead Front Desk Agent with expertise in building and maintaining VIP relationships, fostering 29% repeat business growth through personalized services and attention to detail.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Lead Front Desk Agent is a friendly and polished Lead Front Desk Agent with demonstrated experience in method environments.
  • Achieved 12 positive guest reviews monthly.
  • Achieved 19% improvement in ratings.
  • Lead Front Desk Agent is a multi-talented Lead Front Desk Agent who is consistently rewarded for planning and operational improvements.
  • Adept at building cooperative environments.
  • Client-focused Lead Front Desk Agent.
  • Accomplished hospitality leader with a strong focus on improving operational processes, enhancing guest satisfaction, and resolving guest complaints through effective issue resolution strategies.

Accomplishments

  • Managed guest feedback surveys and implemented changes that led to a 71% rise in positive reviews on Jira.
  • Utilized Microsoft Excel to create a guest preference database, leading to a 63% improvement in personalized services.
  • Implemented a new check-in process to reduce wait times, decreasing registration time by 25% during peak hours.
  • Introduced a VIP program for returning guests, increasing loyalty program memberships by 19%.
  • Resolved product issue through consumer testing.
  • Negotiated with local vendors to provide special amenities for our VIP guests, resulting in increased guest satisfaction by 51%.
  • Documented and resolved method which led to initiative.
  • Effectively resolved method issue within the past year, leading to process.
  • Awarded President's Club for best customer service in 2024, consistently delivering personalized, high-quality experiences to an average of 13 guests per day.
  • Led a system upgrade project for the front desk, reducing downtime during peak hours by 58%.

Affiliations

  • Freemason
  • Jaycees
  • International Leadership and Guest Relations Network
  • National Business Travelers Association
  • Association of Hospitality Human Resources Professionals
  • Certified Hospitality Supervisor (CHS) holders network
  • Rotary International
  • International Association of Hospitality Accountants
  • Lions Club
  • International Association of Administrative Professionals

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Front Desk Representative (CFDR) by AHLEI 2022
  • Leadership in Hospitality Management by Ironclad Systems 2017
  • Strategic Hospitality Management Certificate by Cedar Works 2015
  • ServSafe
  • Hotel Software Systems Training Certificate by Tableau 2016
  • Certified Corporate Travel Specialist (CCTS) by Beacon Labs 2022
  • Hospitality Management Certificate by Northwind 2022
  • Hospitality Supervision and Leadership Diploma by Beacon Labs 2016
  • Advanced Hospitality Practices Certification by Summit Group 2024

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