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Skills

  • Regulatory compliance
  • Customer retention strategies
  • Cost-saving initiatives in operations
  • Customer satisfaction measurement
  • Customer feedback analysis
  • Vendor relationship management
  • Word processing
  • First Aid/CPR
  • Cash Handling
  • Problem resolution

Work Experiences

  • Delivered personalized welcome efforts.
  • Created specialized training programs aimed at increasing guest service quality, boosting employee retention by 17% year-over-year.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Was in charge of a fast-paced front desk operation at a busy system facility with up to 7 nightly visitors.
  • Collaborated with the events team to manage on-site conferences, securing 4 in additional revenue from corporate bookings.
  • Boosted team morale.
  • Designed action plans to increase positive reviews on SAP.
  • Boosted employee retention by 59% year-over-year.
  • Collaborated with the hotel’s marketing department.
  • Designed guest service protocols.

Summaries

  • Accomplished in designing, implementing, and managing service strategies that consistently boost satisfaction metrics by 52% in high-pressure environments. Adept at handling escalated guest issues with a 78% first-contact resolution.
  • Adept at balancing exceptional guest experiences with strategic cost-saving initiatives, delivering 13 in annual savings without sacrificing service quality. Known for maintaining 50% adherence to service protocols during peak periods.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Provides dynamic service to customers and visitors.
  • Recognized on a regular basis for outstanding performance and contributions to the Retail industry's success.
  • Guest Experience Executive Team Leader is a polite and upbeat person with excellent telephone etiquette.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Adaptable and energetic, with performance reporting and cross-functional collaboration abilities.
  • Adept at balancing guest experiences with cost-saving initiatives.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Improved complaint escalation processes by creating a real-time resolution system, minimizing average complaint resolution times by 72%.
  • Emphasized personalized services in guest interactions, increasing average guest retention by 21% over the span of 16 months.
  • Led the team’s strategic planning efforts, driving a 59% increase in occupancy rates through innovative customer experience strategies.
  • Developed methods for capturing and analyzing guest data, increasing actionable insights for targeted marketing by 15%.
  • Resolved product issue through consumer testing.
  • Forecasted new luxury amenities resulting in a 11 increase in ancillary revenue over a 9-month period.
  • Led a team of 14 employees in driving a 62% increase in up-selling opportunities, resulting in an added daily revenue of 12.
  • Introduced revenue tracking tools, which allowed for real-time performance metrics, improving monthly revenue forecasting accuracy by 31%.
  • Decreased operational costs in housekeeping services by 11 while maintaining a pristine guest satisfaction score of 65% at the Portland.
  • Boosted employee engagement by instituting a holistic guest service training framework, reducing absenteeism rates by 39%.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Leaders in Hospitality
  • International Luxury Hotel Association
  • Professional Convention Management Association (PCMA)
  • National Concierge Association (NCA)
  • International Institute of Modern Butlers
  • Freemason
  • Hospitality Net (Online Community and Resource)
  • American Culinary Federation (ACF)

Certifications

  • Certified Hospitality Supervisor (CHS) from American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hospitality Revenue Manager (CHRM) by American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Hotel Asset Manager (CHAM) by Hospitality Asset Management Association (HAMA)
  • First Contact Resolution Strategy Training by Meridian
  • Certified Hotel Administrator (CHA) from American Hotel & Lodging Educational Institute (AHLEI)
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • Hotel Industry Analytics (HIA) Certification

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