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Skills

  • Administrative support
  • Security systems
  • Promotions
  • Training and mentoring
  • Insurance billing
  • Organization
  • First Aid/CPR
  • Reporting
  • Relationship development
  • Sales

Work Experiences

  • Achieved a consistent 20% satisfaction rate in post-stay surveys.
  • Hired and mentored all new employees, as well as demonstrating the most effective ways to serve clients and guests.
  • Learned cross-functional collaboration and process improvement to help with office needs.
  • Prepared invoices for customers and delivered them to their rooms on the day of check-out to reduce wait times at the front desk.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Awarded 'Innovation Award' for launching a guest feedback program that led to a 75% improvement in NPS scores over several months.
  • Worked with others to brainstorm new program possibilities.
  • Oversaw a team of four front desk agents, ensuring that issues were resolved and the system process was followed.
  • Achieved year-over-year retention rate growth of 33%.
  • Boosted corporate bookings by 78% in off-peak months.

Summaries

  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Looking forward to taking on a new challenge with a successful team.
  • Achieved a 50% minute reduction in average check-in times.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Six Sigma certified
  • Achieved a 62% reduction in onboarding time.
  • Travel and Hospitality student seeking hands-on experience through an internship in project management.
  • Assistant Guest Relations Manager is a hardworking and dependable Assistant Guest Relations Manager who excels at team leadership and stakeholder engagement.
  • Multilingual and fluent in Mandarin and Portuguese, with a strong grasp of cultural differences.
  • Achieved improvements through process optimization.

Accomplishments

  • Developed individualized guest service approaches based on prior customer feedback, increasing guest satisfaction scores by 38% year-over-year.
  • Played a key role in improving guest engagement through personalized social media messaging, increasing direct bookings by 49%.
  • Optimized front office software usage for reservations and service updates, cutting manual input tasks by 53%.
  • Streamlined the check-in process by revamping training materials for front desk staff, reducing average wait time by 6 minutes.
  • Enhanced guest personalization initiatives by overseeing the rollout of a CRM system, which provided tailored experiences for 18 VIP guests.
  • Collaborated closely with housekeeping and maintenance teams to ensure room issues were resolved within 15 hours, leading to an improved Net Promoter Score (NPS) by 18%.
  • Designed a team-building program that led to a 66% improvement in staff retention, reducing costs associated with turnover.
  • Led the negotiation with external vendors to secure guest experience partnerships, which increased in-room guest perk offerings by 57%.
  • Collaborated with the marketing team to re-design guest welcome packets, leading to a 82% increase in amenity usage and reduced inquiries.
  • Worked closely with the sales and events teams to ensure a smooth transition for guest events, achieving 19% client event satisfaction.

Affiliations

  • Member of the Employee Development and Training Association, contributing to programs improving team efficiency and guest response times.
  • Certified Hospitality Technology Professional (CHTP) through Hospitality Financial and Technology Professionals (HFTP) to optimize hospitality software systems.
  • Accredited member of the Hotel Sales & Marketing International (HSMAI), contributing to discussions on guest experience enhancement.
  • Affiliated with program Alumni Association, focusing on industry-specific networking for hospitality professionals.
  • Member of the American Society for Quality (ASQ) on guest feedback standardization and issue resolution efficiency.
  • Member of the National Concierge Organization (NCO) for continued learning around exclusive services and VIP customer handling.
  • Completed Leadership Development Program through procedure, focusing on improving team training and performance evaluations.
  • Participated in the Human Resources in Hospitality Conference, sharing insights on improving employee engagement and retention in guest relations teams.
  • Certified in conflict resolution from the International Management Academy, improving personnel handling and guest issue diffusion.
  • Certified in Hospitality Operations Management via Microsoft Excel, ensuring cross-departmental consistency in guest experience management.

Certifications

  • Professional Certificate in Hotel Revenue Management – Cornell University
  • CompTIA Security+
  • Salesforce
  • Project Management for Hospitality Certification – category
  • Hotel and Hospitality Management Certificate – category
  • SHRM Certified Professional (SHRM-CP)
  • Certificate in Budgeting & Cost Control for Guest Relations – Meridian
  • Conflict Resolution and Mediation in Hospitality – method
  • ServSafe
  • Certified Specialist in VIP Hospitality Service – Meridian

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