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Skills

  • Hotel accomodations
  • Team leadership and supervision
  • Event room block negotiation
  • Client Dispute Resolution
  • Problem resolution
  • Communications
  • Team management
  • Email Inquiry Management
  • Process optimization
  • Error reduction in reservation handling

Work Experiences

  • Assisted in marketing seasonal deals through email campaigns, resulting in a 52% increase in direct bookings during 6 months.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Oversaw the delivery of initiative project by program team, which resulted in system.
  • Attracted business clients.
  • Answered 13 calls per one year to help customers with their questions and concerns.
  • Achieved team compliance goals three years ahead of schedule.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Closed 13 high-value bookings.
  • Based strategies on seasonal data.
  • Achieved less than 39% vacancy.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Closed 15 high-value bookings.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted repeat customer bookings through personalized recommendations.
  • Adept at managing multi-channel customer service teams.
  • Achieved a 50% customer approval rating.
  • Achieved a 29% reduction in manual entry errors.
  • Adept at integrating Asana into daily workflows, leading to a 35% reduction in manual entry errors and a corresponding boost in team efficiency.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Trained a team of 14 reservation agents in QuickBooks, reducing booking errors by 38% within two years.
  • Introduced evening shift patterns to manage overnight call volumes, increasing booking confirmations during non-business hours by 66%.
  • Developed team-leading strategies that resulted in a decrease in customer hold time by 82% in 2020.
  • Managed 8 VIP client bookings monthly, ensuring a 100% satisfaction rate and repeat business from corporate accounts.
  • Managed peak season workload with strategic shift staffing, reducing customer wait times by 16 minutes on average compared to previous periods.
  • Contributed to a 70% increase in guest loyalty program participation through effective staff training and service promotion.
  • Authored and launched standardized booking procedures, reducing total operational errors by 54% in the first 2 months.
  • Partnered with hotel management in yield management initiatives, resulting in a 31% higher average daily rate (ADR) during high-demand periods.
  • Managed cooperation with over 10 travel agents, aiding an annual average sales growth of $11.
  • Led a project to improve the online booking system, resulting in a 70% decrease in customer complaints related to booking errors.

Affiliations

  • American Medical Informatics Association
  • Global Business Travel Association (GBTA)
  • Hospitality Financial and Technology Professionals (HFTP) Membership
  • Association of Corporate Travel Executives (ACTE)
  • Freemason
  • International Association of Hotel General Managers (IAHGM)
  • American Society of Safety Professionals
  • American Society of Travel Advisors (ASTA) Member
  • Social Media for Customer Service Best Practices Group
  • National Concierge Association (NCA)

Certifications

  • Certified Hospitality Sales Professional (CHSP) by American Hotel & Lodging Educational Institute
  • Certified Professional in Customer Relations (CPCR) by framework
  • International Air Transport Association (IATA) IATA Certification
  • Certified Destination Specialist (CDS) by system
  • Cisco Certified Network Associate (CCNA)
  • Reservation Sales Specialist Certification by framework
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect

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