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Skills

  • Cross-departmental collaboration
  • Multi-line phone proficiency
  • Guest Experience Enhancement
  • Guest communication management
  • Business Administration
  • Employee onboarding and training
  • Mail handling
  • Project Planning
  • Problem resolution
  • Feedback Collection and Analysis

Work Experiences

  • Contributed to organizing events and private functions held on-site, assisting the event management team with lobby flow and guest services.
  • Took and managed incoming and outgoing calls, as well as recording and distributing accurate messages to the office staff.
  • Allocated resources efficiently.
  • Created time sheets for 3 executives and employees in two years.
  • Collaborated with marketing on promotions.
  • Collaborated with the team.
  • Planned, scheduled, and organized business and social events, as well as meeting and travel calendars.
  • Was responsible for a variety of administrative, financial, and service-related tasks, including process improvement and project management.
  • Assisted management in budget allocation for lobby operations.
  • Collaborated with Lobby Manager's Assistant to manage lobby traffic.

Summaries

  • HubSpot and Tableau are two of my strongest skills.
  • Assisted lobby management in optimizing budget utilization.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collaborative leader.
  • Competent in servicing VIP clientele while coordinating personalized transportation and upscale hospitality efforts to make lasting positive impressions.
  • Commended for providing precise, data-driven recommendations.
  • Costs were consistently reduced while profits were increased.
  • Methodical and well-organized, with excellent prioritizing and planning skills.
  • Dedicated administrative professional with a track record of leading administrative teams and delegating tasks to meet operational objectives.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Collaborated with the IT department to implement self-check-in kiosks in the lobby, contributing to a 79% reduction in front desk workload.
  • Drove initiatives to personalize guest greetings and consultations, increasing repeat lobby visits by 53%. Contribution recognized with Excellence Award achievement.
  • Partnered with event managers during large on-site conferences, ensuring lobby accommodations were prepared, and guest transitions were smoothly executed.
  • Handled complex booking requests across multiple channels, simplifying processes into an automated system that reduced manual workload by 28%.
  • Successfully handled 11 guest concerns/walk-ins per day, resolving issues efficiently while maintaining a high standard of professionalism.
  • Assisted senior management in preparing for quarterly lobby audits by establishing procedural checklists and reducing compliance risk, leading to a initiative% successful audit result.
  • Implemented guest check-in protocols that ensured seamless coordination between front desk personnel and external service providers, creating a 54% improvement in overall service turnaround time.
  • Took ownership of coordinating guest check-in and check-out processes, achieving a 34% decrease in reception wait times during peak lobby hours.
  • Enhanced front-desk procedures for managing VIP and special-guest registrations, resulting in a flawless check-in experience recognized by company leadership.
  • Scheduled and coordinated daily staff coverage for 17 front-desk employees, significantly reducing overtime costs and ensuring seamless guest interactions.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • International Association of Hotel Executives (IAHE)
  • National Association of Social Workers
  • Hotel Concierge Network (HCN)
  • International Association of Venue Managers (IAVM)
  • Club Managers Association of America (CMAA)
  • National Association for Catering and Events (NACE)
  • American Marketing Association
  • National Restaurant Association (NRA)
  • Lions Club

Certifications

  • Salesforce
  • Hotel Manager Development Program Certification – process
  • Project Management Professional (PMP)
  • Customer Relationship Management (CRM) Certificate – initiative
  • Certified Revenue Management Executive (CRME) – metric
  • Microsoft Certified Systems Engineer (MCSE)
  • Operations and Service Excellence Certification – category
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Effective Cross-Departmental Communication Certification – standard
  • Managing Lobby Traffic Flow Certification – Meridian

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