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Skills

  • High-net-worth Client Services
  • Process improvement
  • Organization
  • Relationship development
  • Guest accommodations
  • Brand success
  • Process optimization
  • Client-specific research and recommendations
  • Policy and procedure adherence
  • Microsoft Office Suite proficiency

Work Experiences

  • Coordinated private jet arrangements.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Anticipated high-net-worth clientele needs, resulting in consistently high feedback scores and receiving the President's Club for exceptional service.
  • Anticipated high-net-worth clientele needs.
  • Collaborated with standard customers to determine their needs and deliver category service.
  • Created a tracking system for vendor partnerships that improved response times from contracted service providers by 48%.
  • Achieved consistently high feedback scores.
  • Transported Workday to several months customer locations.
  • Provided each guest with a list of the resort's upcoming activities and events in order to make their stay more enjoyable upon check-in.
  • Collaborated closely with vendors and high-profile clients to organize exclusive events, contributing to a 79% increase in client satisfaction for 2023.

Summaries

  • Consistently exceeded guest expectations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved this over several months through personalized attention to detail.
  • Accomplished in luxury guest services and Corporate Concierge responsibilities, with expertise in managing high-profile client demands. Played a key role in securing multi-million-dollar event bookings for 2024.
  • Achieved a 60% boost in client service reviews.
  • Clear understanding of cross-functional collaboration and process improvement as well as risk assessment training.
  • Anticipated client needs.
  • Committed to excellence in VIP travel arrangements.
  • Strengths in stakeholder engagement and strategic planning backed up by Travel and Hospitality training.
  • Client-centric Corporate Concierge skilled at effectively managing cross-departmental relationships to ensure seamless operations and client satisfaction. Achieved a 37% increase in NPS through collaborative service initiatives.

Accomplishments

  • Designed a tracking system for service provider response times, cutting average vendor delays by 39% and increasing guest satisfaction.
  • Forecasted high-demand guest requests during peak periods, reducing logistical issues and improving efficiency by 36%, contributing directly to smooth guest experiences.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created tailored itineraries for multinational clients, ensuring seamless integration of travel, dining, and cultural experiences, contributing to brand loyalty.
  • Negotiated exclusive vendor partnerships offering Adobe Creative Suite, increasing service utilization by 42% with creative bundling packages.
  • Reduced operational costs by $199,000 annually by renegotiating contracts with luxury service providers across Chicago, enhancing profitability.
  • Developed a reputation for resolving complex guest requests with a satisfaction rate of 55% or higher, fostering client loyalty.
  • Trained a team of 3 junior concierges on client services best practices, achieving a 25% improvement in guest satisfaction scores.
  • Resolved product issue through consumer testing.
  • Boosted revenue by 18% through the development of exclusive luxury experience bundles, tailored to high-profile guests’ preferences.

Affiliations

  • American Society of Safety Professionals
  • Freemason
  • Certified Hospitality Supervisor (CHS) - PMP
  • Hospitality Sales and Marketing Association International (HSMAI)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • International Luxury Hotel Association (ILHA)
  • Certified Meeting Professional Program (CMP)
  • Association for Computing Machinery
  • Professional Customer Experience Design Certification (CXDC)
  • Lions Club

Certifications

  • Apple Certified Associate (ACA)
  • Salesforce
  • Certified International Protocol Specialist (CIPS)
  • Project Management Professional (PMP)
  • Advanced Conflict Management Certification
  • Certified Corporate Travel Executive (CCTE)
  • Certified Guest Services Professional (CGSP, through AHLEI)
  • SHRM Certified Professional (SHRM-CP)
  • Certificate in Hospitality Customer Service (CHCS)
  • Certificate in International Etiquette & Protocol

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