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Skills

  • Clear and professional communication
  • Emergency incident response
  • Basic maintenance troubleshooting
  • Account discrepancy resolution
  • Data reconciliation
  • Building security system operation
  • Building safety checks
  • Building management software proficiency
  • Amenity request management
  • Business operations

Work Experiences

  • Working with team members and customers to find workable solutions improved operations.
  • Collaborated with the maintenance team to identify and report over 6 of building issues, ensuring rapid repairs.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Assumed responsibility for night deliveries.
  • Achieved a 76% decrease in response times for documentation.
  • Achieved this in 2018.
  • Coordinated room assignments with cleaning team to ensure every late check-in guest had access to a ready room.
  • Achieved results within the first 18 months.
  • Compared to last 2017.
  • Kept my category knowledge up to date by doing team leadership and performance reporting.

Summaries

  • Client relations in standard settings and budget management in quality assurance settings.
  • Achieved a 33% improvement in service response.
  • Individual with a strong work ethic who specializes in cash register systems and all types of transaction processing.
  • Jira and ServiceNow experts with exceptional interpersonal skills.
  • Looking forward to taking on a new challenge with a successful team.
  • Achieved a 24% guest approval rating by handling check-ins, amenities requests, and guest inquiries with professionalism and speed.
  • Dedicated work ethic and a desire to contribute to the team.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Retail transaction management that is dependable and efficient.
  • Ability to recognize process issues and integrate category solutions to achieve program.

Accomplishments

  • Advised management on night staff schedule adjustments, resulting in a 56% improvement in shift coverage during peak seasons.
  • Spearheaded the transition protocol from night to day staff, facilitating the handoff of procedure, improving operational continuity.
  • Played key role in a 5-person team responsible for maintaining guest satisfaction during nighttime operations within a 9-room facility.
  • Utilized building management software to track guest room availability and prepare nightly logs for morning shift teams.
  • Managed nightly sales reports and cash drawer reconciliation, with a 100% accuracy rate during 14 consecutive shifts.
  • Ensured 24/7 front desk coverage, contributing to an 64% decrease in guest complaints related to staff availability.
  • Implemented an organized tracking system for late-night amenities, increasing accuracy of guest deliveries and decreasing fulfillment errors by 19%.
  • Monitored fire alarm systems and handled false alarms, preventing disruptions and guest evacuations during 9 night shifts.
  • Initiated cost-saving measures by optimizing inventory management for overnight deliveries, reducing waste by 19%.
  • Established close cooperation with night maintenance and housekeeping teams, reporting urgent maintenance issues for immediate attention and reducing repair response times by 67% minutes.

Affiliations

  • Certified Emergency Communication Specialist by the National Emergency Number Association (NENA), equipped to handle emergency communications.
  • Participant in the Global Guest Experience Forum (GGXF), focused on optimizing nighttime guest satisfaction strategies.
  • Affiliation with the International Night Audit Pool (INAP), improving accounting proficiency during off-hours for hospitality businesses.
  • Certification in Incident Reporting and Documentation from the Institute for Workplace Safety Standards in 2020, providing expertise in detailed reporting during night shifts.
  • Participant in the Building Safety Specialists Affiliation, with a sub-focus on performing nightly property checks and system monitoring.
  • Active participant in Night Shift Operations Summits held by the Hotel Operations Roundtable (HOR), contributing insights on off-hour efficiency.
  • Certification in Hospitality Security Standards from the American Hotel & Lodging Educational Institute (AHLEI) in 2021.
  • Completed Certified Hotel Concierge Program through the International Concierge Guild, enhancing skills in guest service for overnight guests.
  • Member of the Night Shift Management Forum, regularly exchanging best practices for managing guest check-ins and requests during late hours.
  • Completed certification from the Building Owners and Managers Institute International (BOMI) with a focus on building safety protocols.

Certifications

  • Data Privacy and Protection Certification – Harbor & Co.
  • Emergency Medical Responder (EMR) – National Registry of Emergency Medical Technicians
  • Emergency Evacuation Coordinator Certification – Northwind
  • SAP Certified Application Associate
  • Certified Guest Service Professional (CGSP), AHLEI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Professional Security Officer Certification (PSOC) - International Foundation for Protection Officers (IFPO)
  • OSHA Workplace Safety Certification
  • Customer Data Security & Privacy (CDSP) Certification – Meridian
  • First Aid/CPR/AED - American Red Cross

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