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Skills

  • Budgeting for front desk operations
  • First Aid/CPR
  • Customer engagement analysis
  • Customer service
  • Data-driven decision making
  • Travel planning
  • Operational improvement
  • Mail handling
  • Transcription and dictation
  • Relationship development

Work Experiences

  • Achieved under-budget operation in 2019.
  • Organized and scheduled office meetings as well as client appointments, effectively accommodating hectic schedules for a team of 16 professionals.
  • Accelerated the check-in process by 23%.
  • Achieved measurable performance improvements across 14 KPIs.
  • Collaborated with Finance to manage budget for desk supplies and software updates, trimming excess expenditures by $15, achieving under-budget operation 2018.
  • Was in charge of collecting, sorting, distributing, and sending mail and packages.
  • Provided customer service and resolved or escalated issues to management for resolution.
  • Maintained adequate stock levels in the office by restocking supplies and placing purchase orders.
  • Assumed responsibility for VIP guests at procedure, ensuring their needs were met promptly, contributing to 8-star satisfaction ratings.
  • Achieved a 29% reduction in guest complaints.

Summaries

  • To support customers and achieve business goals, organizes and manages multiple tasks at the same time.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Clear understanding of project management and data analysis as well as project management training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Motivated Welcome Desk Leader with a diverse, 4-year background who can contribute to all aspects of administrative activities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished in optimizing shift schedules, leveraging Jira to cut labor costs by $2 annually while ensuring adequate staffing levels.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Professional at assisting customers with both simple and complex needs.

Accomplishments

  • Initiated weekly touchpoints with department heads, leading to a 19% improvement in overall service coordination.
  • Documented and resolved initiative which led to metric.
  • Led a project to reorganize front desk resources, cutting supply costs by 51% and improving space efficiency.
  • Partnered with the marketing department to advertise front desk services, driving a 61% increase in direct visitor requests.
  • Helped introduce a multilingual support service for international guests, leading to a 26% improvement in satisfaction scores.
  • Devised and implemented an incentive program for front desk employees, resulting in a 83% improvement in team productivity.
  • Developed communication protocols between the front desk and other departments, decreasing operational delays by 66%.
  • Trained staff on resolving guest complaints using conflict resolution techniques, resulting in a 42% reduction in negative feedback.
  • Reduced incoming call response times by 15% through training and workflow optimization.
  • Streamlined visitor check-in/out processes by implementing a new cloud-based tracking system, increasing efficiency by 22%.

Affiliations

  • American Society of Administrative Professionals (ASAP)
  • Guest Experience Management Institute (GEM Institute)
  • International Live Events Association (ILEA)
  • Project Management Institute
  • International Council of Nurses
  • Jaycees
  • Rotary International
  • Society of Women Engineers
  • International Concierge & Guest Relations Association (Les Clefs d'Or)
  • Association for Computing Machinery

Certifications

  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Managing Visitor Communications – procedure
  • First Aid and CPR Certification – framework
  • Certified Administrative Professional (CAP) – International Association of Administrative Professionals
  • SHRM Certified Professional (SHRM-CP)
  • Certified Meeting Professional (CMP) – standard
  • CompTIA A+ Technician
  • Budget Management in the Hospitality Industry – standard
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)

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