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Skills

  • Budgets
  • Event planning and guest engagement
  • Operational improvement
  • Relationship development
  • Cash Handling
  • Maintaining organized work environment
  • Cross-functional team collaboration
  • Multitasking in fast-paced environments
  • Fluency in Portuguese, conversational level
  • Conflict de-escalation techniques

Work Experiences

  • Assisted in training new team members.
  • Assisted the team with smooth daily operations.
  • Ensured transaction security by comparing payment cards to identification.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Adhered to regulations.
  • Achieved consistent, team-wide service goals.
  • Assisted in the training and onboarding of new team members, ensuring they aligned with front desk operations and customer service standards.
  • Used framework software to enter customer information and updated it whenever patrons changed rooms.
  • Analyzed feedback to drive improvements.

Summaries

  • Accomplished Welcome Desk Attendant consistently recognized for achieving upsell goals, leading to 53% increase in ancillary products during guest interactions. Proficient in maintaining high levels of desk organization.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved consistent success in upselling services to guests.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Accomplished Welcome Desk Attendant.
  • Welcome Desk Attendant is a multi-talented Welcome Desk Attendant who is consistently rewarded for planning and operational improvements.
  • Achieved 38% increase in upsell revenue for SAP.
  • Mathematical prowess and the ability to manage all front-office operations.

Accomplishments

  • Actively engaged with guests, promoting loyalty program membership and leading to a 77% increase in sign-ups within one year.
  • Performed cash management functions using POS systems with accuracy, finalizing guest transactions totaling 12 per shift.
  • Trained and mentored new welcome desk attendants, ensuring they adhered to company standards and delivered exceptional customer service from day one.
  • Collaborated with other departments, such as housekeeping and maintenance, to mitigate guest complaints regarding room or amenity issues, resolving 24% of concerns on first contact.
  • Reduced escalation rate by addressing key guest concerns upfront, decreasing management interventions by 18% through effective conflict resolution.
  • Recognized with Outstanding Service Award for consistently providing superior guest services, integrating knowledge of hotel amenities, and hospitality standards.
  • Resolved product issue through consumer testing.
  • Collaborated effectively with cross-functional teams including housekeeping, security, and management to ensure guest comfort and operational excellence.
  • Established a proactive communication channel between the hotel desk and the housekeeping team, reducing room service errors by 85%.
  • Supported events by coordinating guest entry and directing traffic, ensuring an organized and customer-focused experience, which led to repeated positive reviews.

Affiliations

  • National Association of Professional Receptionists
  • Jaycees
  • International Luxury Hotel Association (ILHA)
  • Project Management Institute
  • American Association of Hospitality Accountants
  • Society of Women Engineers
  • American Customer Satisfaction Index (ACSI) Affiliate Program
  • Association of Information Technology Professionals
  • Association of Talent Development (Training and Onboarding)
  • American Medical Informatics Association

Certifications

  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Basic First Aid/CPR Certification - Beacon Labs
  • Professional Concierge Certificate Program - Vantage
  • First Aid/CPR Certified
  • Certified Front Desk Representative (CFDR) by the American Hotel & Lodging Educational Institute
  • Hospitality Leadership and Supervision Certificate - standard

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