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Skills

Audit of service incidents
Customer satisfaction improvement strategies
Team building
Process improvement
Customer service
Cash Handling
Attention to detail in booking and room management
Supervision
Problem resolution
Method equipment

Work Experiences

Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
Compiled guest feedback and presented actionable insights to management that led to measurable improvements in amenities planning.
Oversaw 11 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
Ensured financial accuracy by collecting deposits, fees, and payments.
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.
Assisted in upgrading internal ticketing systems, which reduced processing time for guest inquiries by 30%.
Immediately notified housekeeping and the maintenance department about guest room issues, such as method and system, in order to expedite resolution.
Was in charge of a fast-paced front desk operation at a busy system facility with up to 4 nightly visitors.
Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.

Summaries

Adept in using data to identify trends.
Experienced hospitality professional capable of balancing guest needs with business objectives.
Accomplished Royal Service Agent.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
Clear understanding of risk assessment and vendor management as well as project management training.
Possessing a complete dedication to guest satisfaction.
Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
Adept at carrying out system-wide audits on guest service incidents and positively influencing service improvements across multiple properties.
Achieved high satisfaction returns.
Royal Service Agent with 8 years of experience working in a guest service environment.

Accomplishments

Presented detailed reports on guest satisfaction metrics which helped senior management identify key performance areas, leading to an overall service improvement of 60%.
Helped design and execute luxury guest experiences, implementing feedback-driven changes, ultimately raising service ratings by 55%.
Developed and delivered training sessions on PMS usage, increasing team accuracy and decreasing manual errors by 18% after implementation.
Partnered with luxury service vendors to curate exclusive guest experiences, resulting in a 32% boost to guest satisfaction and loyalty.
Co-managed a team of 2 in daily operations, ensuring quality and timeliness of all guest interactions.
Resolved product issue through consumer testing.
Developed emergency response protocols, ensuring compliance with industry standards and guaranteeing a 47% decrease in incident resolution times.
Reduced check-in times by 37% through streamlined processes implemented within the Property Management System (PMS).
Collaborated with team of 5 in the development of framework.
Monitored and analyzed guest feedback to generate actionable insights, contributing to a 44% year-over-year increase in overall guest ratings.

Affiliations

Customer Service Institute of America (CSIA)
Professional Association of Innkeepers International (PAII)
Hospitality Financial and Technology Professionals (HFTP)
Institute of Hospitality
American Hotel & Lodging Association (AHLA)
Jaycees
The Hospitality Sales & Marketing Association International (HSMAI)
Association of Information Technology Professionals
International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
Freemason

Certifications

Conflict Resolution and Mediation Certification by Northwind
Certified Public Accountant (CPA)
Cisco Certified Internetwork Expert (CCIE)
ServSafe
SHRM Senior Certified Professional (SHRM-SCP)
Apple Certified Associate (ACA)
Salesforce
Hospitality Supervisor Certification (CHS), AHLEI
Certified Hospitality Sales Professional (CHSP) by AHLEI
Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)

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