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Skills

  • Problem resolution
  • Bilingual in Spanish
  • Financial records and processing
  • Credit and collections
  • Safety measures
  • Time management skills
  • Employee appraisals
  • Accounts payable/receivable
  • Risk management
  • Customer Relationship Management (CRM)

Work Experiences

  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Answered an average of 15 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • System helped me achieve $12,000.
  • Kept track of front desk staffing hours and scheduled employee shifts on a weekly basis.
  • Used initiative software to enter customer information and updated it whenever patrons changed rooms.
  • Entered data into the Asana system, including payments, account information, and call logs.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Was in charge of a front desk staff of 10 people.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.

Summaries

  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Process are well-understood.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Provides dynamic service to customers and visitors.
  • Assistant Front Desk Manager is a polite and upbeat person with excellent telephone etiquette.
  • Adaptable and energetic, with workflow optimization and client relations abilities.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Assistant Front Desk Manager is a multi-talented Assistant Front Desk Manager who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Achieved PMP in 2021, solidifying industry knowledge and contributing to recognized customer service excellence.
  • Organized a comprehensive team-building workshop, leading to a 61% improvement in staff collaboration during high-volume check-ins.
  • Successfully coordinated with marketing teams to implement promotions, resulting in 26% higher booking rates during promotional periods.
  • Trained front desk staff on upselling techniques, increasing additional service bookings by 68%.
  • Led a quality assurance initiative for front office processes, improving the department’s audit score by 22% over 18 months.
  • Regularly presented monthly operation reports to senior management, identifying tactical improvements that led to a 60% increase in guest satisfaction metrics.
  • Developed and maintained relationships with VIP and repeat guests, improving their retention rates by 85%.
  • Identified areas for operational streamlining and reduced shift-related overtime by 49% through scheduling improvements.
  • Utilized Tableau to automate guest communication, reducing manual guest follow-ups by 15%.
  • Designed a staff cross-training program, enhancing team flexibility across front desk roles and reducing overtime expenses by $2 annually.

Affiliations

  • National Association of Hospitality Employees (NAHE) - Active Member
  • Hospitality Sales and Marketing Association International (HSMAI) - Chapter Officer
  • International Association of Hotel Executives (IAHE) - Affiliate Member
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • Hospitality Asset Managers Association (HAMA)
  • American Hotel & Lodging Association (AHLA) - Associate Member
  • Institute of Hospitality - Affiliate Director (Front Desk Operations)
  • Association for Computing Machinery
  • Freemason

Certifications

  • Professional Certification in Room and Facility Management – Beacon Labs
  • Certified Hotel Administrator (CHA)
  • Certified Meeting Professional (CMP) – category
  • Certified Corporate Travel Executive (CCTE) - GBTA
  • Certified Hospitality Supervisor (CHS) – initiative
  • POS System Training Certification – initiative
  • Hospitality Revenue Management Certificate – Cornell University
  • Hospitality Digital Marketing Certification – framework
  • ServSafe
  • Certified Information Security Manager (CISM) – program for security systems coordination

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