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Skills

  • File management
  • Large event and group booking coordination
  • Employee retention strategies
  • Operational improvement
  • Quality Assurance in Service Delivery
  • Operational process optimization
  • Conflict resolution and de-escalation
  • Customer feedback analysis and follow-up
  • Cash Handling
  • MS Office

Work Experiences

  • Boosted repeat visits by 43%.
  • Averaged 6 positive reviews monthly.
  • Awarded President's Club for best customer service in 2022.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during metric absence.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Collaborated with revenue management.
  • Consistently achieved Excellence Award recognition for maintaining Boston’s highest customer service ratings, averaging 18 positive reviews monthly.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Coordinated room turnaround for large conference groups.
  • Continuously updated protocol guides.

Summaries

  • 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.
  • Costs were consistently reduced while profits were increased.
  • Lead Front Desk Agent with 10 years of experience working in a guest service environment.
  • Customer engagement, project management and performance reporting skills are well-known.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Addressed guest concerns promptly within 2 hours.
  • Achieved 19% improvement in ratings.
  • Adept at developing staff.
  • Lead Front Desk Agent is a friendly and polished Lead Front Desk Agent with demonstrated experience in method environments.

Accomplishments

  • Introduced a VIP program for returning guests, increasing loyalty program memberships by 19%.
  • Implemented a new check-in process to reduce wait times, decreasing registration time by 25% during peak hours.
  • Engineered an error tracking system for billing discrepancies, reducing financial disputes at checkout by 58% in just 6 months.
  • Negotiated with local vendors to provide special amenities for our VIP guests, resulting in increased guest satisfaction by 51%.
  • Resolved guest complaints related to room availability and billing issues, increasing overall guest satisfaction scores by 76%.
  • Created a loyalty rewards system that saw a 16% increase in frequent guest returns within the first the past year of activation.
  • Collaborated with team of 17 in the development of standard.
  • Took the lead on resolving disputes with guests over billing or service issues, maintaining a complaint resolution rate of over 63%.
  • Incorporated guest feedback into daily operational meetings, leading to a 57% improvement in overall service scores.
  • Led a system upgrade project for the front desk, reducing downtime during peak hours by 58%.

Affiliations

  • Hospitality Financial and Technology Professionals (HFTP)
  • Guest Relations Professional Society
  • Lions Club
  • American Hotel & Lodging Association (AHLA)
  • Hospitality Leadership Council
  • Society of Human Resource Management
  • International Association of Hospitality Accountants
  • American Marketing Association
  • International Association of Hospitality Supervisors
  • Project Management Institute

Certifications

  • Project Management Professional (PMP)
  • Leadership & Teamworking Skills Certification by Lakeside Partners 2018
  • ServSafe
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • Certified Hospitality Sales Professional (CHSP) by AHLEI 2017
  • Professional Receptionist Skills Certification by Ironclad Systems 2019
  • Hotel Data Analytics for Managers Certification by Lakeside Partners 2016
  • CompTIA Network+

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