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Skills

  • Operational safety compliance improvement
  • Guest conflict resolution
  • Advanced time management skills
  • Concierge-level service delivery
  • Attention to detail in booking and room management
  • Supervision
  • Multitasking in high-pressure environments
  • Project organization
  • Audit of service incidents
  • Data-driven decision making in service operations

Work Experiences

  • Created weekly employee work schedules for 9 team members, making sure that all shifts were covered.
  • Compiled guest feedback and presented actionable insights to management that led to measurable improvements in amenities planning.
  • Collaborated with the front-office team.
  • Collaborated with the front office team to resolve guest inquiries and complaints within 11 minutes, improving overall customer satisfaction scores.
  • Was in charge of a fast-paced front desk operation at a busy system facility with up to 4 nightly visitors.
  • Anticipated guest needs.
  • Addressed guest requests within 10 minutes.
  • Compiled guest feedback.
  • Contributed to a policy change regarding emergency protocols.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.

Summaries

  • Collaborative problem solver.
  • Individual with a charming and poised demeanor who performs various tasks, including risk assessment and performance reporting.
  • Achieved 29% accuracy.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Awarded Excellence Award for service excellence.
  • Royal Service Agent with 12 years of successful project management and stakeholder engagement experience.
  • Accomplished Royal Service Agent with an in-depth understanding of luxury service delivery, consistently delivering personalized experiences that resulted in a 27% increase in positive reviews.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Strengths in data analysis and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Reduced check-in times by 37% through streamlined processes implemented within the Property Management System (PMS).
  • Successfully contributed to emergency protocol documentation, ensuring property compliance and enhancing safety preparedness by 69%
  • Played a key role in implementing new CRM tools for tracking guest preferences, which led to a 56% increase in service personalization and retention.
  • Streamlined booking and inventory processes for large-scale corporate clients, enhancing efficiency and decreasing booking error rates by 42%.
  • Collaborated with team of 5 in the development of framework.
  • Consistently met or exceeded KPIs for call responsiveness and complaint resolution times, improving the guest experience and maintaining a feedback rating of 24% stars.
  • Successfully handled VIP and high-profile guest interactions, ensuring flawless execution of personalized services and contributing to repeat business growth.
  • Reduced guest complaints by 38% by resolving real-time concerns through effective call center management and improved service escalation protocols.
  • Boosted team efficiency by 66% through the use of CRM platforms, significantly advancing service personalization and guest retention.
  • Achieved a 18% reduction in guest escalations by implementing proactive real-time solutions across multiple service channels.

Affiliations

  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • The Hospitality Sales & Marketing Association International (HSMAI)
  • Society of Human Resource Management
  • Luxury Alliance Network
  • Organization of Corporate Managers in Hospitality
  • National Association of Social Workers
  • Jaycees
  • Professional Association of Innkeepers International (PAII)
  • American Hotel & Lodging Association (AHLA)

Certifications

  • First Aid, CPR, and AED Certification by American Red Cross
  • Certified Hotel Administrator (CHA) by AHLEI
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Hospitality Professional (CHP) by Summit Group
  • Hotel & Tourism Management Certificate, metric
  • Certified Hospitality Revenue Manager (CHRM)
  • Service Excellence for Executives by method
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Luxury Hotel Customer Service Certification, system

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