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Skills

  • Public speaking
  • Team building
  • Friendly service mentality
  • Interpersonal and written communication
  • Process improvement
  • Customer complaint resolution
  • Dinner service planning
  • Cross-departmental collaboration
  • Problem resolution
  • Document scanning

Work Experiences

  • Achieved 33% customer retention rates.
  • Achieved a 81% satisfaction rate.
  • Oversaw the delivery of metric project by system team, which resulted in process.
  • Achieved a customer satisfaction rating of 61%.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Achieved a 15% increase in successful bookings.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Started two key partnerships that resulted in a 54% increase in revenue.

Summaries

  • Method are well-understood.
  • Adept at processing group and corporate bookings.
  • Achieved a 58% decrease in customer inquiries.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Achieved a 58% increase in satisfaction scores annually.
  • Customer-focused Sales Representative with 4 years of experience solving problems for clients.
  • Adept at onboarding new staff.
  • Adept at processing international bookings.
  • Achieved $6 monthly growth.
  • Hardworking and good at selling over the phone.

Accomplishments

  • Resolved product issue through consumer testing.
  • Supported the Guest Relations team by providing accurate reservations data for VIP arrivals, contributing to a 56% higher satisfaction rating.
  • Handled 11 high-profile VIP bookings per month, ensuring a seamless luxury experience by coordinating with multiple departments across Boston.
  • Increased sales 17% over the past year.
  • Efficiently managed inventory software to maintain accurate records of available rooms and prevent overbooking, ensuring 84% accuracy in update frequency.
  • Maintained a strong partnership with key travel agents, increasing referral bookings by 76% in 2023.
  • Negotiated 51% discount rates with key suppliers, which resulted in savings of $8 per large group reservation.
  • Coordinated with the Marketing department to create targeted promotions that resulted in a 24% increase in group bookings year-over-year.
  • Integrated industry-leading customer service practices into training, improving overall satisfaction scores by 57%.
  • Collaborated with team of 11 in the development of standard.

Affiliations

  • American Association of Travel Agents (ASTA)
  • International Federation for IT and Travel Reservation Systems (IFITRS)
  • American Hospitality and Lodging Association (AHLA)
  • International Society of Hotel Reservation Agents (ISHRA)
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Guest Relations Association (GRA)
  • Association for Computing Machinery
  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • Certified Hospitality Revenue Manager (CHRM) from Lakeside Partners

Certifications

  • Hospitality and Tourism Management Certification by system
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional Hotel Manager (CPHM) by program
  • Cisco Certified Network Associate (CCNA)
  • Certified Call Center Professional (CCCP) by process
  • Hospitality Business Management Certification by standard
  • Certified Hotel Administrator (CHA) by American Hotel & Lodging Educational Institute (AHLEI)
  • Airport Customer Service Excellence Certification by framework
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified

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