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Skills

  • Guest safety
  • Cash transactions
  • Issue resolution
  • Personable
  • Exceptional time management skills
  • Team building and supervision
  • Information confidentiality
  • Strategic sales knowledge
  • Luggage management
  • i-channel contact center software

Work Experiences

  • Got better.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Scheduled appointments, processed payments, and answered a variety of questions.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Customers were notified of upcoming sales events and promotions.
  • Responded to customer calls in a timely and professional manner.
  • Processed 12 invoices and mailed documentation to clients each three years.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Kept accurate records of important files, ran reports, and provided Guest Services Associate with occupancy and revenue updates on a 18 months basis.
  • Answered product questions using up-to-date sales and store promotions information.

Summaries

  • Professional in retail sales with experience in product placement and merchandising.
  • Looking for a Guest Services Associate position that will help hotel guests.
  • Motivated
  • Innovative
  • Resourceful
  • In a fast-paced environment, highly organized and efficient, communicating effectively with clients and stakeholders at all levels of the organization.
  • Tableau and initiative techniques have been taught to me.
  • With a talent for accurate payment collection and surveillance, and knowledge of vehicle servicing and basic repairs.
  • Deadline-driven
  • Project and team manager with a track record of success.

Accomplishments

  • Led a project to implement a new room upgrade system, resulting in an average additional revenue of $14 per guest over two years.
  • Used Microsoft Excel CRM system to maintain accurate guest records, enhancing service quality and organization efficiency.
  • Regularly surpassed monthly sales goals by cross-selling premium service packages, leading to a 76% increase in revenue.
  • Developed a personalized feedback system, leading to a consistent 49% increase in favorable online reviews and ratings.
  • Collaborated with team of 7 in the development of metric.
  • Proficiently handled cash, card, and payment transactions exceeding $3 per day without discrepancies.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Processed concierge requests for over 5 guests per day, contributing to positive guest reviews on platforms such as Salesforce.
  • Integrated personalized service offerings based on guest profiles, increasing repeat customer visits by 44% in 2016.
  • Consistently achieved team goals by resolving guest-related issues and exceeding customer service KPIs by 22% in 2015.

Affiliations

  • Member, Guest Services Professionals Association (2016-Present)
  • Participant, Hospitality Sales & Marketing Association International SWAG Program (2017)
  • Volunteer Coordinator, Local Guest Services Development Seminar (2017)
  • Attendee, Hospitality Technology Innovations Conference (2024)
  • Volunteer, Local Tourism Promotion Board (2016-2023)
  • Certified Cvent Hospitality Cloud User since 2017
  • Active participant, Guest Relations Professionals Forum (2019-Present)
  • Certified Hotel Industry Analytics (CHIA), STR Global and AHLEI (2015)
  • Participant, International Association of Hotel Receptionists (Front Office Development programs) (2024)
  • Member, Hotel Front Desk Professionals Group

Certifications

  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certification in Digital Guest Relations Management
  • Complaint Management Process Certification
  • Conflict Resolution & Mediation Training Certification
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute
  • Certification in Travel & Tourism Ethics Compliance
  • Front Office Manager Certification by Educational Institute of the AHLA
  • Certified Concierge (Les Clefs d’Or Certification)
  • Sales Essentials Certificate
  • Corporate Event and Convention Planning Certification

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