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Skills

  • Project organization
  • Vehicle parking and retrieval
  • First Aid/CPR
  • Multi-tasking under pressure
  • Team management
  • Collaboration across departments
  • Achieving Guest Return Goals
  • Parking fee calculation
  • Performance Metrics Tracking
  • Customer service

Work Experiences

  • Oversaw the delivery of process project by procedure team, which resulted in metric.
  • Coordinated efficient parking solutions for VIP and high-profile clients, gaining repeat business from local corporate partners.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with hotel management and departments.
  • Aligned on goals and safety standards.
  • Achieved reduction over the course of 2023.
  • Achieved a 76% reduction in guest complaints.
  • Achieved a 51% satisfaction rate.
  • Achieved guest satisfaction scores of 71% or higher.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Coordinated traffic for over 7 vehicles.
  • Customer-centric Valet Captain with strengths in resolving guest issues within 11 minutes, achieving satisfaction rates of 56%. Proven ability to coach staff in high-pressure environments, elevating service standards across operations.
  • Boosted employee performance.
  • Conducted hands-on staff training.
  • Accomplished leader and Valet Captain.
  • Achieved a 17% decrease in valet-related incidents at Denver.
  • Customer-focused Valet Captain proficient in implementing safety-first training programs for new hires, achieving a 60% decrease in valet-related incidents at Boston and improving overall service operation efficiency.
  • Adept at enhancing customer experiences.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Oversaw valet team compliance with local and state transportation regulations, contributing to a 44% reduction in incidents and insurance claims.
  • Led a team in accommodating valet services at large events, handling up to 8 vehicles per event without delay or customer complaints.
  • Processed nightly revenue reports and cashier reconciliations, consistently ensuring $8 in revenue was accurately accounted for.
  • Developed comprehensive training programs, improving employee job proficiency by 71% which resulted in faster overall service times.
  • Implemented valet employee retention programs that reduced team turnover by 47%, saving approximately $13 in hiring costs.
  • Spearheaded initiatives to improve fuel efficiency in valet fleet, reducing fuel costs by 33% over one year.
  • Served as a primary point of contact between management and valet staff during major events, resolving any service disruptions in under the past year minutes on average.
  • Supported hotel management by handling valet tasks for VIP guests, ensuring seamless transitions from vehicle arrival to departure.
  • Devised a workforce optimization schedule that reduced overtime costs by 59% while maintaining full operational coverage during peak hours.
  • Collaborated with hotel and event staff to optimize traffic flow, significantly reducing congestion and check-in times during major events by 80%.

Affiliations

  • Hospitality Financial and Technology Professionals (HFTP)
  • Leadership in Service Management Certification
  • Parking Garage & Valet Logistics Association
  • Restaurant & Hospitality Association Membership (RHA)
  • International Executive Housekeepers Association (IEHA)
  • International Association of Administrative Professionals
  • National Valet Parking Association (NVPA)
  • Certified Special Events Professional (CSEP)
  • Society of Women Engineers
  • American Society of Safety Professionals

Certifications

  • Certified Traffic Control Professional - Meridian
  • Vehicle Fleet Management Certification – program
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Parking Enforcement Administrator (CPEA)
  • Parking Management Certified Professional (PMCP)
  • Salesforce
  • Defensive Driving Certification Level II
  • Certified Valet Risk Prevention Strategist - Meridian
  • Certified Hospitality Operations Manager (CHOM) - program

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