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Skills

  • MS Office
  • Communication and presentation skills
  • Business operations
  • Cash Handling
  • File management
  • Problem-solving skills
  • Project organization
  • Budgets
  • Customer service
  • Data entry proficiency

Work Experiences

  • Attentively prioritized tasks for check-ins.
  • Assisted management in streamlining guest service procedures.
  • Built lasting relationships with clients, leading to a 50% increase in repeat customer visits within 2018.
  • Achieved Employee of the Year for service excellence.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during initiative absence.
  • Collaborated with managers to develop seasonal promotions which contributed to a 39% rise in service upsells.
  • Assisted management in streamlining guest service procedures, cutting operational inefficiencies by 17%, resulting in faster service delivery.
  • Averaged 72% increase in sales.
  • Oversaw 8 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved a 33% guest review rating.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Front Desk Sales Representative with 17 years of experience working in a guest service environment.
  • Achieved improvements within 2024.
  • Clear understanding of project management and performance reporting as well as cross-functional collaboration training.
  • Adaptable and energetic, with process improvement and cross-functional collaboration abilities.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Achieved a 56% increase in repeat customers.
  • Accomplished Front Desk Sales Representative, consistently increasing sales through effective promotion techniques and a 73% success rate in resolving guest issues.
  • Achieved accuracy over 16 months.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Achieved 29% guest satisfaction through consistent follow-up on feedback and service requests.
  • Spearheaded concierge services promoting local attractions, leading to a 19% increase in experience package purchases.
  • Trained new hires on front desk procedures, improving check-in efficiency by 5%.
  • Handled 5 daily phone inquiries with professionalism, leading to a 83% reduction in inbound complaints.
  • Accelerated platform for mobile check-ins by 28%, resulting in reduced lobby congestion during peak hours.
  • Improved daily scheduling accuracy by 68%, which helped streamline front desk operations during busy shifts.
  • Exceeded monthly sales targets by 40% through upselling and relationship-building strategies.
  • Collaborated with marketing team to launch targeted promotions, generating 3 in additional monthly revenue.
  • Provided detailed product information and sales presentations for 6 prospective clients, leading to a 50% conversion rate.
  • Utilized cross-selling techniques for Jira offerings, increasing average transaction value by $3 per guest.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Jaycees
  • American Hospitality and Lodging Educational Institute (AHLEI)
  • International Association of Administrative Professionals
  • National Concierge Association (NCA)
  • Certified Front Desk Representative (AHLEI)
  • Association of Information Technology Professionals
  • Project Management Institute
  • Global Association of Hotel Sales Executives
  • Freemason

Certifications

  • First Aid/CPR Certified
  • Active Listening Skills Certification by Northwind
  • Hospitality Management Certification by eCornell
  • Certified Concierge Hotelier (CCH) by Les Clefs d'Or
  • Certified Virtual Sales Professional by Northwind
  • Certified Hotel Administrator (CHA) by American Hotel & Lodging Educational Institute
  • Certified Social Media Management Professional by Digital Marketing Institute
  • Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association
  • Certification in Hotel Revenue Management by eCornell
  • Cisco Certified Network Associate (CCNA)

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