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Skills

  • First Aid/CPR
  • Cash Handling
  • Digital guest tracking systems
  • Telephone and email etiquette
  • Budgets
  • Communication with culturally diverse guests
  • Business operations
  • MS Office
  • Team collaboration
  • Handling group bookings

Work Experiences

  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Assessed VIP profiles to pre-arrange accommodations suited to preferences, receiving a President's Club from the management for personalized service excellence.
  • Achieved less than 78% error rate.
  • Actively engaged with guests via social media.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as process and procedure, in order to expedite resolution.
  • Oversaw 17 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved a 40% improvement in reservation accuracy and update speed by streamlining communication with third-party booking platforms.
  • Collaborated closely with local businesses to provide exclusive discount offerings to our guests, resulting in positive reviews and increased local partnerships.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during category absence.
  • Achieved results within three years during framework.

Summaries

  • Achieved a 53% improvement in team efficiency.
  • Attentively addressed guest requests.
  • Collaborative team player.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Welcome Desk Agent with 18 years of experience working in a guest service environment.
  • Adept Welcome Desk Agent.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Clear understanding of project management and data analysis as well as team leadership training.

Accomplishments

  • Supported marketing efforts by gathering and analyzing guest feedback, contributing to a 84% increase in guest satisfaction scores in 4 months.
  • Completed CPA in hospitality operations in 2018, leading to a 28% improvement in guest service scores for Brightline.
  • Certified in OSHA in customer service and guest relations, resulting in a 23% improvement in guest retention rate for Meridian.
  • Led a training session on cash handling and payment reconciliation procedures, reducing discrepancies by 70% across the past year.
  • Received high-performance reviews for processing over 15 room reservations daily while maintaining a near 100% accuracy rate in guest preferences.
  • Resolved product issue through consumer testing.
  • Participated in framework continuous improvement project, leading to 29% reduction in delayed guest service requests.
  • Collaborated with local tourism boards to provide guests with personalized itineraries, improving average guest stay satisfaction by 23%.
  • Recognized as 'Employee of the Month' in 7 months for consistently exceeding guest service expectations and demonstrating leadership in conflict resolution.
  • Worked closely with the accounting team to identify discrepancies in guest billing systems, reducing balance discrepancies by 17% over two years.

Affiliations

  • Association for Computing Machinery
  • Global Association of Hospitality Skills Development and Training (GAHSD)
  • International Association of Administrative Professionals
  • Certified Guest Experience Professional (CGEP)
  • American Medical Informatics Association
  • Guest Services Association (GSA)
  • American Society of Safety Professionals
  • Hospitality Financial and Technology Professionals (HFTP)
  • American Marketing Association
  • International Council of Nurses

Certifications

  • First Aid/CPR Certified
  • Certified Public Accountant
  • Introduction to Hospitality Analytics – framework
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Fundamentals of Hotel Revenue Management - category
  • Professional in Human Resources (PHR) – initiative
  • Certified Hospitality Revenue Manager (CHRM) – Beacon Labs
  • First Aid & CPR/AED Certification – system
  • Apple Certified Associate (ACA)
  • Hospitality and Tourism Management Certification – standard or system

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