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Skills

  • Communications
  • Process improvement
  • Customer service
  • Client relationship building
  • Project organization
  • Complaint tracking systems
  • Performance improvement
  • Payment processing
  • Problem resolution
  • Time management

Work Experiences

  • Created a calmer and more organized environment.
  • Transported QuickBooks to three years customer locations.
  • Coordinated with human resources for maintenance issue resolution.
  • Looked for industry trends on social media and through online sources.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with process customers to determine their needs and deliver category service.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Analyzed lobby traffic data.
  • Was in charge of selling tickets, processing payments, and issuing them.
  • Achieved results in 6 months.

Summaries

  • Lobby Manager is a multi-talented Lobby Manager who is consistently rewarded for planning and operational improvements.
  • Collaborative leader working with departments.
  • Security standards, cleaning procedures, and restocking strategies are all covered.
  • Collaborative leader focused on cross-department communication.
  • Contributed to an organized and positive guest experience daily.
  • Accomplished Lobby Manager.
  • Client-focused leader adept at handling high-pressure situations.
  • Achieved 21% improvement in customer satisfaction scores.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of quality assurance and budget management as well as workflow optimization training.

Accomplishments

  • Conducted regular service quality audits within the lobby, resulting in consistent quarterly scores of above process from procedure.
  • Initiated a new training program for front desk personnel on handling escalated guest issues, reducing complaints by 25% over 6 months.
  • Reduced front desk response time for guest inquiries by 81% by establishing a real-time communication protocol between lobby staff.
  • 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 housekeeping and maintenance teams to address and resolve operational challenges affecting lobby appearance, reducing service lapses by 36% within several months.
  • Facilitated weekly team meetings to evaluate guest experience trends, generating actionable insights that contributed to a 36% rise in positive guest reviews.
  • Partnered with system to integrate technology solutions that enhanced guest interaction at self-service kiosks, leading to a 27% increase in kiosk usage.
  • Cultivated relationships with key clientele through personalized service, increasing guest retention rates by 84% year-over-year.
  • Monitored daily traffic and adjusted staff shift schedules accordingly, resulting in a 42% reduction in overtime costs over a period of 18 months.
  • Designed and launched a hospitality industry-standard training program focused on guest empathy and resolution techniques, increasing overall guest satisfaction rates by 41%.

Affiliations

  • Society of Women Engineers
  • Hotel Technology Next Generation (HTNG)
  • International Association of Administrative Professionals
  • Hospitality Sales and Marketing Association International (HSMAI)
  • American Marketing Association
  • Toastmasters
  • National Concierge Association (NCA)
  • American Hotel & Lodging Association (AHLA)
  • National Federation of Independent Business (NFIB)
  • Rotary International

Certifications

  • Salesforce
  • Conflict Management and Resolution Certification – Vantage
  • Certified Hotel Administrator (CHA) – initiative
  • Certified Hospitality Revenue Manager (CHRM) – Harbor & Co.
  • Google Certified Professional Cloud Architect
  • Certified Manager (CM) – Institute of Certified Professional Managers (ICPM)
  • Employee Engagement Specialist Certification - Cedar Works
  • Certified Public Accountant
  • CompTIA A+ Technician
  • Hotel Revenue Management Certification - Cornell University

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