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Skills

  • Revenue generation strategies
  • Relationship development
  • File management
  • Team building
  • Ambiance design and guest experience enhancement
  • Cross-functional collaboration
  • Problem resolution
  • Customer feedback analysis
  • Time management
  • Upselling strategies

Work Experiences

  • Delivered personalized welcome efforts.
  • Boosted employee retention by 59% year-over-year.
  • Ensured transaction security by comparing payment cards to identification.
  • Was in charge of a fast-paced front desk operation at a busy system facility with up to 7 nightly visitors.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Contributed to a 78% decrease in complaint resolution time.
  • Collaborated with the hotel’s marketing department to generate and implement a local attraction guide, enhancing the guest experience and engagement.
  • Balanced staffing levels during major events.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Advertised local entertainment and sporting events and provided information to patrons.

Summaries

  • Achieved a 50% surge in repeat bookings.
  • Accomplished Guest Experience Executive Team Leader with expertise in developing guest loyalty programs, driving repeat visits by 54% within 10 months. Adept at using data analytics to improve positive feedback by 47%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at leveraging data-driven insights.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Individual with a charming and poised demeanor who performs various tasks, including quality assurance and data analysis.
  • Achieved 39% improvement in service efficiency.
  • 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.
  • 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.
  • Guest Experience Executive Team Leader with 14 years of experience working in a guest service environment.

Accomplishments

  • Developed a process for continually measuring guest expectations versus service delivery, improving guest satisfaction index by 66% in 2020.
  • Documented and resolved category which led to standard.
  • Recognized for achieving the highest regional guest satisfaction scores of 22% in 2016 across Columbus, contributing to improved brand reputation.
  • Reduced total guest complaint resolution time by 17% through the development of an interactive communication platform.
  • Forecasted new luxury amenities resulting in a 11 increase in ancillary revenue over a 9-month period.
  • Orchestrated a team of 7 to redefine front-desk procedures, leading to an immediate 29% reduction in wait times during peak hours.
  • Performed detailed service analytics, uncovering operational inefficiencies that helped reduce service time by 46% and improved guest turnaround.
  • Implemented new service standards and retraining protocols boosting overall service quality, resulting in a 84% year-over-year rise in repeat bookings.
  • Spearheaded new guest appreciation programs, driving a 33% increase in positive guest reviews on HubSpot within the first quarter of adoption.
  • Used advanced analytics and service metrics to identify service bottlenecks, resulting in a 20% enhancement in on-site conveniences for guests.

Affiliations

  • Society for Hospitality and Foodservice Management (SHFM)
  • Professional Convention Management Association (PCMA)
  • International Association of Administrative Professionals
  • Institute of Hospitality UK
  • Event Service Professionals Association (ESPA)
  • Hospitality Net (Online Community and Resource)
  • Luxury Hotel Association (LHA)
  • Leaders in Hospitality
  • American Society of Safety Professionals
  • National Society of Leadership and Success (NSLS)

Certifications

  • Leadership and Management in Service Organizations by Harvard Business School
  • Certified Public Accountant (CPA)
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Certified Hospitality Supervisor (CHS) from American Hotel & Lodging Educational Institute (AHLEI)
  • Project Management Professional (PMP) Certification by PMI
  • Hospitality Financial Leadership Certification by initiative
  • CompTIA A+ Technician
  • Certificate in Hospitality Operations by Cornell University
  • Customer Service Excellence Certification

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