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Skills

  • Financial reconciliation and reporting
  • Business operations
  • Word processing
  • Crisis Management and Resolution
  • Team building
  • Time management
  • Project organization
  • Cash Handling
  • Problem resolution
  • Capacity management during peak occupancy

Work Experiences

  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Assisted VIP guests with late-night check-ins and personalized room preparations according to their preferences.
  • Collaborated with housekeeping and maintenance teams to resolve any room issues immediately during the night.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Administered first aid in minor medical situations, ensuring guests were safe or appropriately assisted until further medical help arrived.
  • Allowed for round-the-clock guest access.
  • Collaborated with maintenance teams.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Addressed and resolved guest complaints during overnight shifts, maintaining a customer satisfaction rating of 80%.
  • Was in charge of a fast-paced front desk operation at a busy framework facility with up to 8 nightly visitors.

Summaries

  • Adept at coordinating with housekeeping and other departments to guarantee guest satisfaction and safety, addressing any issues before they become complaints.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Balanced guest requests with night audit responsibilities.
  • Addressed issues before they became complaints.
  • Overnight Host with 15 years of successful cross-functional collaboration and budget management experience.
  • Overnight Host who has spent more than 10 years assisting guests with budget management and cross-functional collaboration.
  • Clear understanding of cross-functional collaboration and vendor management as well as cross-functional collaboration training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Achieved a 71% error-free overnight transaction rate.

Accomplishments

  • Implemented guest amenity request tracking system for late-night availability, reducing guest wait time complaints by 52%.
  • Monitored and maintained fire alarm systems and safety equipment as part of overnight duties, leading to 12 successful system tests with no faults.
  • Created an overnight operations training guide, helping to reduce onboarding time for new hires by 10 days.
  • Provided late-night technical support for in-room amenities, improving service resolution time by 76% using Salesforce.
  • Provided personalized late-night check-in experiences for VIP guests, including pre-arranged room preferences, resulting in an increase in guest satisfaction scores by 38%.
  • Designed and implemented late-night outreach strategies, increasing guest service inquiry engagement by 78%.
  • Effectively supervised overnight security monitoring for incidents, reducing unauthorized entry by 84% using category.
  • Consistently met or exceeded operational goals for room occupancy and revenue generation during night shifts, contributing to a 53% annual profit increase.
  • Trained in emergency protocols, ensuring swift and safe evacuations during after-hours events, leading to zero injury incidents in 2021.
  • Developed night shift emergency preparedness plans, leading monthly drills and reducing response times by 9 seconds in simulated evacuations.

Affiliations

  • Certified Hospitality Supervisor (CHS) – American Hotel & Lodging Educational Institute
  • Member, Clean the World Foundation (sustainable hospitality practices)
  • Listed member, Overnight Operations Efficiency Association, 2020
  • Society of Women Engineers
  • Regular attendee, Hospitality Industry Night Workers Network
  • Membership, Front Desk Professionals Forum
  • Member, Data Privacy in Hospitality Organization
  • Certification in Guest Service Professionalism, American Hotel & Lodging Educational Institute
  • Participant, Hotel Systems and Software Users Group
  • Affiliation, International Night Auditors Group (INAG)

Certifications

  • Certified Hotel Administrator (CHA) from program, 2020
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Hotel Industry Analytics (CHIA) by STR and AHLEI, 2015
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Complaint Management & Resolution in Hospitality Certificate by Harbor & Co., 2024
  • Guest Room Cleaning Standards Certification, Ironclad Systems, 2019
  • Hotel Management Certification from framework, 2023
  • Front Desk Supervisor Certification from the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hospitality Financial Executive (CHFE) by standard

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