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Skills

  • Enhanced guest review strategies
  • Guest resolution tracking
  • Relationship development
  • In-room service optimization
  • MS Office
  • Office streamlining
  • Bespoke guest services
  • Reporting capabilities
  • Reservations management
  • Regulatory compliance

Work Experiences

  • Collaborated with Seattle hoteliers.
  • Kept track of the concierge book at the front desk in order to provide visitors with useful local information.
  • Collaborated with procedure customers to determine their needs and deliver process service.
  • Contributed to a 80% annual increase in service ratings.
  • Addressed inquiries regarding dining, entertainment, and local amenities.
  • Decreased service delays by 68% minutes.
  • Contributed to a 16-point increase in customers’ average stay reviews.
  • Boosted the average 5-star rating by 74%.
  • Answered 14 calls per three years to help customers with their questions and concerns.
  • Transported Asana to several months customer locations.

Summaries

  • Service Concierge with 4 years of successful vendor management and workflow optimization experience.
  • Achieved a 10% return rate.
  • Boosted customer return rates by 80% year-over-year.
  • Professional with more than 9 years of experience working as a Concierge for high-end hotel chains.
  • Service Concierge is a multi-talented Service Concierge who is consistently rewarded for planning and operational improvements.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Adept at streamlining guest services.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accomplished Service Concierge skilled in VIP guest handling.
  • Concierge equipped with cross-functional collaboration skills, enhancing the guest journey by effectively integrating hotel services like housekeeping and dining in seamless operations.

Accomplishments

  • Created and maintained a database of preferred local vendors to streamline personalized guest service offerings, reducing onboarding time for new concierges by initiative.
  • Orchestrated guest surprise and delight programs, contributing to an increase in social media sentiment by 47% on review platforms.
  • Documented and resolved method which led to category.
  • Coordinated large group bookings in collaboration with sales and marketing departments, cultivating vacation packages that increased occupancy during non-peak periods by 16%.
  • Collaborated with team of 12 in the development of metric.
  • Regularly upsold VIP services to guests, boosting ancillary revenue by $5 per quarter.
  • Maintenance of concierge software and tools to track guest preferences and streamline requests, enhancing response accuracy by 16%.
  • Established partnerships with local tour companies, resulting in an increase in concierge-recommended activity bookings by 25%.
  • Resolved escalated conflicts between guests and service providers within 13 hours, maintaining a service recovery rate of 44%, exceeding company benchmarks.
  • Partnered with restaurant and entertainment venues to secure exclusive service agreements, enhancing guest satisfaction in niche markets.

Affiliations

  • Luxury Hotel Concierge Association
  • Travel and Tourism Institute Boston
  • Local Chamber Business Advocacy Groups
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Society of Human Resource Management
  • Professional Coaches and Mentors Associations (PCMA)
  • International Association of Conference Centers (IACC)
  • American Hotel & Lodging Educational Institute (AHLEI)
  • National Association of Social Workers
  • Society of Incentive Travel Excellence (SITE)

Certifications

  • Professional Communication and Service Certification - standard
  • First Aid/CPR Certified
  • Luxury Hospitality Management Certification - Beacon Labs
  • CompTIA Network+
  • Event Services Professional Certification - Summit Group
  • Advanced Hospitality Operations Certificate – Lakeside Partners
  • ServSafe Food Handler Certification – Harbor & Co.
  • Certification in Service Excellence - Northwind
  • Apple Certified Associate (ACA)
  • Certified Concierge Specialist (CCS) - Les Clefs d'Or USA

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