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Skills

  • MS Office
  • Insurance billing
  • Clear and professional communication
  • Amenity request management
  • Planning and coordination
  • Merchandise display maintenance
  • Emergency incident response
  • Business operations
  • First Aid/CPR
  • Guest relations management

Work Experiences

  • Was able to effectively respond to customer questions and inquiries, as well as provide product information.
  • Coordinated room assignments with cleaning team to ensure every late check-in guest had access to a ready room.
  • Achieved reduction over the past year.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved results within the first 18 months.
  • Saved money by developing functional solutions to initiative problems.
  • Answered 12 phone calls per 18 months to assist customers.
  • Asana was delivered to customer locations by me.
  • Achieved this in 2018.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Night Desk Attendant.
  • Committed to providing exceptional customer service.
  • Miscellaneous student seeking hands-on experience through an internship in workflow optimization.
  • Motivating leader who has built and managed program teams in the past.
  • Achieved a 79% improvement in service response times.
  • Pleasant Counter Clerk with experience taking and filling orders quickly in high-pressure situations.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Cross-functional collaboration Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Achieved a 55% improvement in shift performance metrics.

Accomplishments

  • Utilized building management software to track guest room availability and prepare nightly logs for morning shift teams.
  • Led after-hours room audits, identifying and addressing discrepancies in room availability and preventing overbooking issues by 62%.
  • Initiated cost-saving measures by optimizing inventory management for overnight deliveries, reducing waste by 19%.
  • Successfully trained 15 new associates in nightly emergency protocols, leading to improved safety and procedures adherence.
  • Improved overall guest experience by ensuring all amenity requests sent after hours were fulfilled within 14 minutes, achieving an 46% satisfaction rate.
  • Filed detailed reports on all nightly incidents, ensuring seamless communication between night and day staff teams.
  • Played key role in a 5-person team responsible for maintaining guest satisfaction during nighttime operations within a 9-room facility.
  • Tracked office supplies needed for night shift operations, reducing last-minute orders and saving 54% on procurement expenses.
  • Established close cooperation with night maintenance and housekeeping teams, reporting urgent maintenance issues for immediate attention and reducing repair response times by 67% minutes.
  • Advised management on night staff schedule adjustments, resulting in a 56% improvement in shift coverage during peak seasons.

Affiliations

  • Certified Guest Service Professional (CGSP) accredited by the American Hotel & Lodging Educational Institute (AHLEI), specializing in resolving guest concerns at night.
  • Obtained certification in Energy Efficiency Management from the Association of Energy Engineers (AEE), applying knowledge to reduce energy costs in overnight operations.
  • Member of the Hospitality Incident Management Association (HIMA), specializing in real-time problem-solving for on-site emergencies.
  • Certified Emergency Communication Specialist by the National Emergency Number Association (NENA), equipped to handle emergency communications.
  • Achieved certification in Workplace Conflict Resolution Techniques from the National Conflict Resolution Center in 2021.
  • Participant in the Building Safety Specialists Affiliation, with a sub-focus on performing nightly property checks and system monitoring.
  • Received certification in Hospitality Inventory Control from the Hospitality Purchasing Managers Forum (HPMF) in 2023, optimizing nighttime inventory tracking.
  • Certified Hotel Administrator (CHA) through the American Hotel & Lodging Educational Institute (AHLEI) in 2018, with a focus on improving front desk management during night shifts.
  • Member of the International Association of Front Office Managers and Hotel Executives for 11 years, focusing on operational excellence.
  • Affiliation with the International Night Audit Pool (INAP), improving accounting proficiency during off-hours for hospitality businesses.

Certifications

  • Certified Protection Officer (CPO) - International Foundation for Protection Officers (IFPO)
  • First Aid/CPR
  • Google Certified Professional Cloud Architect
  • Emergency Evacuation Coordinator Certification – Northwind
  • OSHA Workplace Safety Certification
  • Security Guard Training Certification – North Carolina
  • American Academy of Financial Management (AAFM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • Service Excellence Certification (SEC) – system

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