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Skills

  • Hospitality industry standards
  • Interdepartmental coordination
  • Hospitality safety regulations
  • Escalating guest concerns for timely resolution
  • Communications
  • Problem-solving skills
  • Business operations
  • Microsoft Office Suite proficiency
  • High call volume management
  • Automated call distribution (ACD) systems

Work Experiences

  • Awarded Excellence Award for outstanding communication.
  • Achieved a 26% satisfaction score in guest surveys.
  • Consistently resolved complex guest issues.
  • Achieved results in 2019.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during process absence.
  • Authored and updated instructional guides for operating PBX systems, which improved team efficiency and decreased operational errors by 80%.
  • Collaborated closely with the housekeeping and engineering departments to ensure timely delivery of guest requests by monitoring results through the hotel's management system.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Collaborated with the IT department in the deployment and testing of new telecommunications software, achieving seamless integration without downtime.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.

Summaries

  • Customer engagement, project management and performance reporting skills are well-known.
  • Achieved a 98% call accuracy rate.
  • Customer-focused multitasker looking for a category position with an exciting company.
  • Possessing a complete dedication to guest satisfaction.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • PBX Hotel Operator with 11 years of successful process improvement and team leadership experience.
  • Adept at handling guest requests during peak hours, ensuring timely responses and coordinating efforts with housekeeping and engineering to enhance guest experiences.
  • Accomplished PBX Operator.
  • Authored guides and training materials.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Developed an emergency notification plan for key hotel staff via PBX systems, reducing reliance on external systems and cutting emergency communication time by 69% in Phoenix.
  • Troubleshot and resolved over 10 technical phone system issues within a 24-hour period, maintaining smooth communication across hotel departments.
  • Collaborated with cross-departmental teams to develop streamlined communication strategies during peak hospitality seasons, which reduced operational delays by 73% during critical times.
  • Worked closely with IT teams to test and validate new system features on the PBX platform, enhancing team communication across all hotel operational layers.
  • Resolved product issue through consumer testing.
  • Developed an efficient technical issue escalation process, which reduced resolution times from 4 minutes to 8 minutes across all shifts.
  • Secured discounts on new technical equipment upgrading the PBX system, which saved the company metric annually in operational costs.
  • Monitored and resolved 14 PBX system communication outages annually, enabling uninterrupted guest services and increasing overall operational efficiency.
  • Consistently maintained a high standard of guest service excellence by responding to guest communication requests and resolving technical issues in under 18 minutes.
  • Designed and implemented emergency response protocols during high-stress situations, reducing response time by 79% and improving overall guest safety.

Affiliations

  • National Association of Hotel Operators
  • National Concierge Association (NCA)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Institute of Hospitality
  • American Institute of Customer Service Excellence (AICSE)
  • Association for Supply Chain Management (APICS)
  • Emergency Management Association of Hotel Operators
  • Customer Service Professionals Network
  • National Emergency Number Association (NENA)
  • National Association of Hotel & Lodging Security

Certifications

  • Call Management Efficiency Strategies Certification
  • Voice Response System (VRS) Training Certification from process
  • Hotel Voice-Conferencing Certification
  • Telephone Operator and PBX Systems Certificate
  • CompTIA A+ Technician
  • Front Desk Hospitality Training Certificate from Lakeside Partners
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Hospitality Supervisor (CHS) from AHLEI
  • Call Routing & Distribution Specialist Certification from category
  • Project Management Professional (PMP)

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