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Skills

  • Business operations
  • Building patrol and incident reporting
  • Team building
  • Handling special requests for VIP or frequent guests
  • Follow-up on guest service recovery cases
  • Night audits and financial report generation
  • Problem-solving skills
  • Time management
  • Problem resolution
  • Budgets

Work Experiences

  • Championed a time-saving initiative.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Assisted in training night personnel.
  • Oversaw 5 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Addressed over 14 guest inquiries daily.
  • Contributed to 32% revenue growth in room services.
  • Collected and analyzed guest insights from late-night check-ins.
  • Applied CPA skills during a health crisis.
  • Assisted in implementing a new keycard security system.
  • Achieved a 60% drop in disturbance reports.

Summaries

  • Analyzed guest insights.
  • Possessing a complete dedication to guest satisfaction.
  • Achieved a 76% reduction in unauthorized room access.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Within Miscellaneous, senior Night Attendant and outstanding performer in quality assurance and client relations.
  • Strengths in budget management and strategic planning backed up by Miscellaneous training.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Individual with a charming and poised demeanor who performs various tasks, including risk assessment and vendor management.
  • Provides dynamic service to customers and visitors.

Accomplishments

  • Assured the quality and consistency of nightly property walk-throughs, which led to a 70% decrease in operational or security-related incidents.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved over 6 guest escalations per shift, as a result of enhanced issue anticipation and proactive guest interaction techniques learned in training.
  • Resolved over 10 guest service issues per night by addressing maintenance and operational concerns proactively for seamless service delivery.
  • Enhanced guest safety awareness through signage and direct communication, contributing to a 84% drop in nighttime incidents.
  • Maintained security and resolved after-hours incidents, resulting in a 56% decrease in unauthorized access over one year.
  • Trained night staff in high-priority safety protocols including first aid and fire safety, leading to a 74% improvement in emergency readiness scores.
  • Effectively managed high-volume phone calls and guest inquiries during peak night hours, enhancing operational efficiency and reducing guest wait times by 52%.
  • Contributed to the hotel's overall guest satisfaction score by handling late-night issues effectively; improved guest relations outcomes by 81% during review periods.
  • Optimized guest check-in processes, reducing average wait times by 63% through coordinated system improvements with the front desk.

Affiliations

  • International Council of Nurses
  • Recipient of the Certificate in Preventive Maintenance from metric
  • Association for Computing Machinery
  • Certified Hotel Concierge through Power BI
  • Alumni Network of standard, Hotel and Hospitality Management Program
  • Association for Supply Chain Management (APICS)
  • Member, Hotel Security Management Society
  • Association of Information Technology Professionals
  • Completion of Guest Service Gold Certification by the American Hotel & Lodging Education Institute
  • American Marketing Association

Certifications

  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Fire Safety & Emergency Preparedness Certification from metric
  • SHRM Senior Certified Professional (SHRM-SCP)
  • First Aid/CPR Certified
  • Workplace Violence Prevention Certification by process
  • Certified Front Desk Representative (CFDR) from the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hotel Administrator (CHA) through Summit Group
  • CompTIA A+ Technician

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