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Skills

  • Process improvement
  • Operational improvement
  • Supervision
  • Luxury experience design
  • Reporting capabilities
  • High-touch customer service
  • Policy and procedure adherence
  • Industry compliance and best practices
  • Cost reduction strategies
  • Relationship development

Work Experiences

  • Boosted team efficiency by 53% %.
  • Oversaw the delivery of category project by process team, which resulted in category.
  • Advised clients on extended-stay packages.
  • Provided each guest with a list of the resort's upcoming activities and events in order to make their stay more enjoyable upon check-in.
  • Transported Tableau to 18 months customer locations.
  • Centralized digital requests from multiple platforms.
  • Coordinated between multiple departments.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Awarded President's Club for maintaining a 69% customer service rating over 2 consecutive quarters.
  • Considered dietary restrictions in recommendations.

Summaries

  • Collaborative team player with strengths in managing cross-functional teams and ensuring flawless execution of high-touch guest services and luxury experiences.
  • Collaborated across departments.
  • Achieved a 50% repeat client rate.
  • Collaborated with local businesses.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Collaborative Virtual Concierge skilled at working with sales teams to upsell services, contributing an additional $18 in annual revenue through targeted efforts.
  • Achieved a 20% improvement in guest feedback.
  • Concierge service with over 17 years of hospitality and tourism experience.
  • Strengths in stakeholder engagement and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Resolved product issue through consumer testing.
  • Created and maintained database of preferred guest activities, which aided in cutting the recommendation time from 15 minutes to 11 minutes.
  • Coordinated multi-lingual virtual support for international clients, accommodating service requests across 17 different regions.
  • Coordinated with external vendors to curate experiences such as exclusive tours and private events, fulfilling 15% of unique requests.
  • Leveraged exceptional problem-solving skills to resolve guest escalations, achieving a 58% first-concierge resolution rate.
  • Initiated cost-saving measures by renegotiating partnerships, which led to 40% savings in service costs for key clients.
  • Worked with the design team to revamp the website’s chatbot interface, boosting user satisfaction by 25%.
  • Successfully managed and personalized travel itineraries for high-profile clients, maintaining a 65% client satisfaction rate.
  • Collaborated with the IT team to tailor AI recommendations for customer responses, increasing system efficiency by 69%.
  • Utilized cross-functional collaboration to develop and implement a virtual concierge system, resulting in a 68% increase in guest satisfaction scores.

Affiliations

  • International Hospitality & Tourism Network
  • Digital Customer Engagement Association
  • Toastmasters
  • Organization for Multilingual Virtual Services
  • Professional Association of Innkeepers International (PAII)
  • Society of Human Resource Management
  • Jaycees
  • Concierge Services Certification 2019
  • Global Business Travel Association (GBTA)
  • Association of Luxury Hospitality Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Travel Associate (CTA) – initiative
  • CompTIA Network+
  • Certified Digital Customer Service Specialist – process
  • Data Analytics for Customer Service – standard
  • Hospitality Digital Marketing Certification – category
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Project Management Professional (PMP) - Project Management Institute
  • Certified Event Planner – standard

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