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Skills

  • Shipment processing
  • Communications
  • Administrative support
  • Detail-oriented
  • Fluent in French
  • Upselling techniques
  • Skilled problem solver
  • Invoice generation
  • Cash register familiarity
  • Operational improvement

Work Experiences

  • Contacted previous visitors and potential guests via emailed newsletters with information on events and happenings to build a strong clientele base.
  • Kept my procedure knowledge up to date by doing risk assessment and performance reporting.
  • Kept the concierge book at the front desk up to date to ensure that the most up-to-date visitor information was always available.
  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • Assisted customers in choosing and customizing available items to meet their specific needs.
  • Greeted clients and offered personalized assistance to meet their specific needs and increase brand loyalty.
  • Finished initiative of project, which resulted in program.
  • Completed all daily tasks and special assignments in a timely and high-quality manner.
  • Provided training to new sales associates so that they could contribute to the store's positive culture.
  • Answered 4 phone calls per one year to assist customers.

Summaries

  • Guest Service Leader and team leader with 12 years of experience in program settings.
  • Capable of achieving sales goals as part of a team.
  • Ability to communicate account compliance requirements to sales and shipping departments.
  • Looking forward to taking on a new challenge with a successful team.
  • A team player who is capable of providing excellent guest service.
  • Successful Assistant Store Manager with 18 years of retail management experience.
  • Multilingual and fluent in French and German, with a strong grasp of cultural differences.
  • CPA certified
  • Guest Service Leader who has a track record of consistently exceeding sales targets.
  • Guest Service Leader is a vivacious Guest Service Leader who is well-versed in the latest fashion trends.

Accomplishments

  • Increased sales 9% over several months.
  • Nurtured high-value VIP client relationships, resulting in repeat business worth $14 annually.
  • Monitored success metrics and guest KPIs, adjusting strategies that ensured consistent achievement of department goals by 55% each quarter.
  • Led loyalty program redesign, increasing guest enrollment by 28% and driving incremental revenue from returning customers.
  • Consistently exceeded monthly guest satisfaction targets by implementing proactive service measures, leading to being awarded Excellence Award.
  • Boosted team morale and engagement through empowerment and employee recognition strategies, leading to a 43% increase in employee retention.
  • Standardized feedback loops between guest-facing teams and operational departments, leading to a 64% rise in guest satisfaction over two years.
  • Implemented a new front-desk technology system, streamlining the check-in process and reducing average wait times by 27%. Achieved efficiency improvements following Asana implementation.
  • Directed special projects, including team training and system optimizations, leading to a 35% increase in cross-functional operational effectiveness.
  • Led a guest feedback initiative that identified top pain points, allowing for service changes that increased guest retention by 50%.

Affiliations

  • Member, Institute of Hospitality, supporting continuous professional development goals, 2021-Present
  • Advisory Board Member, Customer Service and Hospitality Coalition, launching service initiatives across the industry, 2019
  • Member, Global Business Travel Association (GBTA), growing corporate travel offerings through advanced training, 2018-Present
  • Certified Professional in Hospitality Management (CPHM), initiative, 2017
  • Affiliated with VIP Membership, The Guest Experience Foundation, for elite guest management services, 2015-Present
  • Chair, Hospitality & Tourism Networking Group, creating opportunities for ongoing collaboration in guest relations, 2019
  • Hospitality Sales & Marketing Association International (HSMAI), driving guest engagement strategies, 2018-Present
  • Certified Hospitality Department Trainer (CHDT), coaching hospitality teams to deliver peak guest service, 2024
  • Active involvement in Regional Hotel/Motel Association, leading solutions for effective guest engagement, 2019-Present
  • Member, Association of Talent Development (ATD), specialized in creating seamless hospitality team training programs, 2024-Present

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality Trainer (CHT) – American Hotel & Lodging Educational Institute
  • Customer Relationship Management (CRM) Certification – program
  • Event Planning Essentials Certificate - Meeting Professionals International (MPI)
  • First Aid/CPR
  • Hotel Industry Analytics (CHIA) Certification - STR Global
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Hospitality Leadership Certificate - standard
  • ServSafe

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