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Skills

  • Inventory management
  • Conflict management
  • CRM System Utilization
  • CCTV
  • First Aid/CPR
  • Complaint de-escalation techniques
  • Crisis prevention with safety protocol adherence
  • Conflict resolution and customer complaint handling
  • Training program implementation
  • Team management

Work Experiences

  • Personally addressed and welcomed 16 visitors to the business each day, resulting in improved customer service and engagement.
  • Was in charge of overseeing the safety, health, and sanitation processes in all areas and enforcing rules to ensure security and safety.
  • Achieved 80% faster processing.
  • Achieved a 37% improvement in customer satisfaction scores.
  • Was in charge of payment processing and was responsible for providing customers with receipts, proper bills, and change.
  • Consistently fostered collaborative teamwork, enabling the efficient management of peak occupancy days with zero service lapses.
  • Created and optimized employee schedules to ensure that all shifts were covered.
  • Collaborated closely with vendors and contractors to enhance property amenities, resulting in improved guest satisfaction across multiple categories in 2024.
  • Answered phones, handled customer inquiries, and transferred calls to the appropriate department.
  • Achieved success during peak season.

Summaries

  • Well-organized when it comes to managing check-in and check-out procedures, as well as coordinating services with various team members.
  • Multitasking, planning, and communication skills are all important.
  • Proven ability to run a category front desk, keep customers happy, and resolve conflicts.
  • Senior Guest Service Team Leader with 11 years of experience is approachable.
  • With expertise in Adobe Creative Suite, I am well-versed in managing reservations and group events.
  • Successfully balancing guest and business needs as a knowledgeable and skilled Hospitality professional.
  • Looking forward to taking on a new challenge with a successful team.
  • Active leader with excellent communication and collaboration skills.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • In tumultuous situations, he is known for remaining poised and calm.

Accomplishments

  • Introduced a new guest feedback system using Salesforce that resulted in a 26% increase in actionable guest responses versus the previous year.
  • Collaborated with vendor management to implement a seamless guest shuttle service, reducing guests’ transportation wait time by 3 minutes.
  • Successfully launched a guest satisfaction survey, improving overall feedback response rate by 53% and directly influencing future service enhancements.
  • Led the redesign of the guest services floor plan, improving foot traffic flow and reducing daily guest bottlenecks by 17% during large events.
  • Successfully led a team of 6 service representatives, improving guest satisfaction scores through targeted coaching and performance metrics.
  • Implemented advanced analytics in Microsoft Excel to proactively address routine guest complaints, resulting in a 20% increase in positive feedback.
  • Designed an incentive-based upselling program, achieving a 21% increase in premium offerings purchased by guests over 18 months.
  • Partnered with the marketing team to roll out a loyalty program that saw a 60% increase in repeat guest rates within 15 months.
  • Championed a continuous improvement program, leading to a 16% reduction in service-related complaints over 2 months.
  • Led initiatives to drive a 67% increase in VIP bookings by creating exclusive packages and customized concierge services.

Affiliations

  • Member, American Hotel & Lodging Association (AHLA) since 2017
  • Lead Volunteer, category Tourism Board Guest Services Program, 2015
  • Certified Revenue Management Executive (CRME), HSMAI
  • Active contributor, National Concierge Association (NCA), Chicago Chapter
  • Certified Guest Service Manager (CGSM), AHLEI
  • Leadership program graduate, Marriott International’s Guest Service Management, 2017
  • Completed the Advanced Hospitality Operations Certification from Northwind, 2022
  • Member, National Association of Hotel & Lodging Owners (NAHLO)
  • Served as a mentor in the Hospitality Student Mentorship Program (HSMP), 2024
  • Participant, Guest Services Leadership Training Program, procedure, 2015

Certifications

  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Certified Coach (ACC/PCC/MCC) - International Coach Federation (ICF)
  • Customer Service and Support Certification - Harbor & Co.
  • First Aid/CPR
  • Certified Business Analysis Professional (CBAP)
  • Quality Service Leadership Training - American Hotel & Lodging Association (AHLA)
  • Microsoft Office Specialist (MOS)
  • Certified Hospitality Housekeeping Executive (CHHE) - American Hotel and Lodging Educational Institute
  • Event Management Certification – Northwind

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