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Skills

  • VIP services
  • Superior organization ability
  • Outstanding interpersonal skills
  • Operational improvement
  • Employee relations
  • Skilled problem solver
  • Invoice generation
  • Inventory management
  • Customer service-oriented
  • Bilingual in French

Work Experiences

  • Greeted customers and assisted them in finding items.
  • Provided training to new sales associates so that they could contribute to the store's positive culture.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Was in charge of overseeing and directing the processing of all merchandise and shipments.
  • Provided exceptional customer service and drove retention by communicating accurate information about promotions, customer programs, and products.
  • Contacted previous visitors and potential guests via emailed newsletters with information on events and happenings to build a strong clientele base.
  • Placed a higher value on assisting customers than on completing other routine tasks in the store.
  • Was in charge of all tasks delegated to me, including cross-functional collaboration and stakeholder engagement.
  • Answered product questions using up-to-date sales and store promotions information.
  • Provided prompt and courteous assistance to customers in person and over the phone.

Summaries

  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Student pursuing a Retail degree who is eager to contribute developed knowledge in the role of Guest Service Leader.
  • Guest Service Leader and team leader with 12 years of experience in program settings.
  • Communicative and team-oriented, with Workday expertise.
  • Ability to communicate account compliance requirements to sales and shipping departments.
  • Results-oriented Retail professional with budget management, quality assurance, and budget management strengths.
  • Successful Assistant Store Manager with 18 years of retail management experience.
  • Dedicated to improving efficiency by closely monitoring the quality and quantity of work performed, as well as organizing and maintaining inventory and storage areas.
  • Pursuing a stable position with a hotel that provides exceptional service to guests and clients.
  • Capable of achieving sales goals as part of a team.

Accomplishments

  • Proposed system upgrades that enhanced operational task automation, ultimately improving front-desk productivity by 79%. Received President's Club for process efficiency.
  • Received Excellence Award for outstanding performance in exceeding both customer satisfaction and revenue targets.
  • Facilitated staff training in de-escalation techniques, resulting in a 19% increase in the successful resolution of guest complaints without escalation.
  • Successfully managed a team of 17 guest service associates, enabling a 53% improvement in overall service delivery times.
  • Standardized feedback loops between guest-facing teams and operational departments, leading to a 64% rise in guest satisfaction over two years.
  • Developed and implemented procedures that resulted in 17% improvement in team adherence to service-level agreements, positively impacting net promoter scores.
  • Monitored and validated compliance with company policies and procedures, increasing internal guest service audit scores by 50% over 2015.
  • Coordinated multiple departments to ensure seamless guest experiences during large events, leading to positive feedback from 17 attendees.
  • Implemented guest feedback analysis initiatives, driving improvements that resulted in a 51% uplift in customer satisfaction scores.
  • Led cross-departmental collaboration during peak season, driving a 34% increase in guest service efficiency without compromising quality.

Affiliations

  • Event Committee Member, Global Meetings Industry Day (GMID), coordinated key VIP events, 2023
  • Chair, Hospitality & Tourism Networking Group, creating opportunities for ongoing collaboration in guest relations, 2019
  • Member, National Restaurant Association (NRA), developing guest-centric dining experiences in hospitality settings, 2019-Present
  • Member, Association of Talent Development (ATD), specialized in creating seamless hospitality team training programs, 2024-Present
  • Active involvement in Regional Hotel/Motel Association, leading solutions for effective guest engagement, 2019-Present
  • Member, American Hotel & Lodging Association (AHLA) 2022 - Present
  • Member, Hospitality Financial & Technology Professionals (HFTP), learning revenue management strategies for hospitality, 2017-Present
  • Member, Institute of Hospitality, supporting continuous professional development goals, 2021-Present
  • Committee Leadership, Hospitality Customer Experience Special Interest Group (SIG), promoting front-line leadership, 2016-Present
  • Active Member, National Concierge Association (NCA), the Southeast, 2020-Present

Certifications

  • Cisco Certified Network Associate (CCNA)
  • American Academy of Financial Management (AAFM)
  • ServSafe
  • Certified Digital Marketing Professional, Digital Marketing Institute (DMI)
  • Project Management Professional (PMP)
  • Certified Front Desk Supervisor (CFDS) - American Hotel & Lodging Educational Institute
  • SHRM Certified Professional (SHRM-CP)
  • Leadership in Hospitality Management Certificate - procedure
  • CompTIA A+ Technician
  • Certified Manager of Lodging Security (CMLS) - American Hotel & Lodging Educational Institute

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