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Achieved a consistent 21% satisfaction rating.
Boosted team service performance.
Created a more cohesive work environment.
Had an excellent attendance record and was always on time for work.
Contributed to hotel winning Top Performer in 2017.
Achieved a 78% increase in repeat stays from VIP clients.
Answered 18 calls per two years to help customers with their questions and concerns.
Solved initiative issues, improved operations, and provided excellent customer service.
Based reservations on previous stay data.
Created a referral network with local restaurants.

Hotel Concierge with exceptional hospitality management qualifications.
Concierge service with over 17 years of hospitality and tourism experience.
Chief Concierge focused on achieving operational excellence, reducing wait times by 46% and maximizing workforce productivity through refined task delegation practices.
Achieved Top Performer recognition in 2017.
Achieved a consistent 33% satisfaction rating.
Chief Concierge experienced in event-specific services.
Chief Concierge with 9 years of successful project management and data analysis experience.
Accomplished Chief Concierge known for reducing negative reviews by 25% on SAP through proactive troubleshooting and timely resolution of guest complaints.
Clear understanding of cross-functional collaboration and process improvement as well as strategic planning training.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Created and led bespoke concierge training programs, improving service times and reducing guest complaints by 72% across a several months period.
Implemented advanced reservation tracking technology for VIP guests, reducing response times for urgent requests by 68% minutes.
Documented and resolved procedure which led to metric.
Overhauled department work processes, cutting administrative time by 76% and allowing the team to focus more on delivering exceptional service.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Resolved product issue through consumer testing.
Played a key role in achieving Employee of the Year for exceptional customer service within 18 months by leading quality initiatives across the concierge department.
Developed concierge desk promotions strategy that resulted in local business referrals increasing by 47% per quarter.
Established new inventory management system in partnership with local vendors, reducing delivery time for luxury amenities by 62%.
Improved guest loyalty program enrollments by 35% through proactive post-stay follow-ups.

Digital Concierge Service Specialist - Jira
Certified Hospitality Revenue Manager (CHRM) – Northwind
ServSafe
Google Certified Professional Cloud Architect
Certificate in Hospitality and Tourism Management – Lakeside Partners
Certified Front Desk Supervisor (CFDS) – Northwind
Certified Guest Services Professional (CGSP) - American Hotel & Lodging Educational Institute
Luxury Hospitality Management Certification - Vantage
First Aid/CPR Certified
Hotel Industry Professional Certification (HIPC) - American Hotel & Lodging Association