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Skills

  • Cross-departmental collaboration
  • Employee onboarding and training
  • Process improvement
  • Data-driven performance analysis
  • Operational improvement
  • MS Office
  • Conflict resolution and de-escalation techniques
  • Multi-line phone proficiency
  • Program equipment
  • Relationship development

Work Experiences

  • Allocated resources efficiently.
  • Collaborated with Lobby Manager's Assistant to manage lobby traffic.
  • Achieved a 29% increase in positive feedback.
  • Collaborated with the security team to enforce safety protocols, reducing on-premise incidents in the lobby area by 48% compared to the previous year.
  • Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
  • Addressed lobby heating/cooling concerns.
  • Addressed specific guest needs.
  • Was the finance, IT, and marketing departments' corporate liaison.
  • Oversaw the scheduling, preparation, and distribution of information for board and committee meetings.
  • Assisted in managing daily lobby operations, ensuring guest satisfaction by resolving issues within two years leading to a 51% increase in positive feedback.

Summaries

  • Within Miscellaneous, senior Lobby Manager's Assistant and outstanding performer in quality assurance and budget management.
  • Methodical and well-organized, with excellent prioritizing and planning skills.
  • Achieved significant improvements in service quality.
  • Competent in servicing VIP clientele while coordinating personalized transportation and upscale hospitality efforts to make lasting positive impressions.
  • Consistently elevated client satisfaction.
  • Collaborated across departments.
  • Dedicated administrative professional with a track record of leading administrative teams and delegating tasks to meet operational objectives.
  • Strong work ethic and ability to boost company morale.
  • Achieved a 77% improvement in customer experience metrics.
  • Lobby Manager's Assistant is a talented Lobby Manager's Assistant who goes above and beyond basic administrative tasks by juggling multiple projects at the same time.

Accomplishments

  • Supported HR in revising and delivering updated front-desk policies and procedures, resulting in 16 consecutive months of full regulatory compliance.
  • Developed a detailed report on lobby foot traffic data, leading management to optimize staff scheduling and improve service times by 60%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed an interactive guest info station within the lobby, greatly improving first-time visitor navigation and driving positive reviews on guest platforms by a rate of 42%.
  • Collaborated with team of 9 in the development of system.
  • Initiated regular team check-ins to promote staff communication and crisis management, empowering the team to handle escalations independently at a rate of 55% without further intervention.
  • Monitored and reported lobby equipment malfunctions, streamlining the repair request process and maintaining a 16% uptime on all guest-facing systems.
  • Led front-desk staff training on new reservation system software, reducing booking time by 72% and increasing customer satisfaction.
  • Maintained high front-desk organization standards, contributing to the property achieving a President's Club for guest satisfaction in 2024.
  • Documented and resolved initiative which led to program.

Affiliations

  • National Concierge Association (NCA)
  • Project Management Institute
  • International Hotel & Restaurant Association (IHRA)
  • Event Service Professionals Association (ESPA)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Professional Convention Management Association (PCMA)
  • Global Business Travel Association (GBTA)
  • American Marketing Association
  • American Management Association (AMA)
  • American Society of Safety Professionals

Certifications

  • Customer Service Excellence (CSE) Certification – category
  • Cisco Certified Network Associate (CCNA)
  • Advanced Hospitality Leadership Certificate – procedure
  • Hotel Manager Development Program Certification – process
  • Certified Guest Service Professional (CGSP) - Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Associate Leadership and Management (ALM) Certification – Meridian
  • Effective Cross-Departmental Communication Certification – standard
  • Certified Hospitality Supervisor (CHS), Northwind
  • First Aid/CPR Certified

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