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Skills

  • Budget Management
  • Check-in/check-out supervision
  • Critical decision making
  • Ticket taking
  • Customer service
  • Customer service excellence
  • Process improvement
  • Customer interaction improvement
  • Guest Flow Optimization
  • Guest issue resolution

Work Experiences

  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved 35% compliance.
  • Had an excellent attendance record and was always on time for work.
  • Coordinated with sales to ensure swift resolution of maintenance issues, decreasing downtime by 11 hours per month.
  • Cut down lobby energy costs by 17%.
  • Was in charge of selling tickets, processing payments, and issuing them.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Created a calmer and more organized environment.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Client-focused leader adept at handling high-pressure situations and ensuring seamless service continuity, driving a 38% increase in guest loyalty by fostering excellent customer interactions.
  • Lobby Manager with 11 years of successful risk assessment and stakeholder engagement experience.
  • Addressed high-traffic guest challenges.
  • Achieved a 20% improvement in guest satisfaction.
  • Achieved 21% improvement in customer satisfaction scores.
  • Security standards, cleaning procedures, and restocking strategies are all covered.
  • Conducted intensive staff training.
  • Created a welcoming environment.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Developed a guest loyalty tracking program through collaboration with the marketing team, driving repeat customer bookings up by 60% over two years.
  • Conducted regular service quality audits within the lobby, resulting in consistent quarterly scores of above process from procedure.
  • Built cross-departmental relationships with security and management to ensure all guest incidents were recorded and addressed within 16 hours, increasing overall regulatory compliance by 79%.
  • Collaborated with the marketing team to execute a strategy for VIP guest experiences during peak periods, contributing to a 80% improvement in high-tier guest satisfaction.
  • Successfully implemented a guest feedback collection system, analyzing data monthly to identify key service improvement areas, which increased overall satisfaction by 43%.
  • Initiated a new training program for front desk personnel on handling escalated guest issues, reducing complaints by 25% over 6 months.
  • Documented and resolved framework which led to metric.
  • Directed a lobby renovation in coordination with the interior design team, completed on time and under the $15 budget by 51%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • Rotary International
  • National Concierge Association (NCA)
  • National Association of Hotel Receptionists (NAHR)
  • Society of Human Resource Management
  • International Council of Nurses
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Hotel Technology Next Generation (HTNG)
  • International Association of Administrative Professionals
  • Guest Relations Association (GRA)
  • Association for Supply Chain Management (APICS)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Leadership Certificate Program – Beacon Labs
  • Guest Experience Program Certification – Vantage
  • Certified Front Desk Supervisor - Beacon Labs
  • Hospitality Financial Leadership Certification – Lakeside Partners
  • Front Office Manager Certification – Vantage
  • Certificate of Excellence in Customer Service – Northwind
  • Certified in Hotel Industry Sustainability (CHIS) – Beacon Labs
  • Workplace Conflict Resolution Certification - Lakeside Partners
  • Google Certified Professional Cloud Architect

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