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Skills

  • Data-driven decision making
  • Business operations
  • Customer service excellence
  • Customer Retention Strategy
  • Process improvement
  • Ability to anticipate guest needs
  • First Aid/CPR
  • Live chat and telephone support
  • Efficient guest check-in process
  • Organization

Work Experiences

  • Consistently balanced till with zero discrepancies.
  • Achieved 84% growth in membership renewals.
  • Accelerated resolution of guest technical issues.
  • Collected and analyzed guest feedback using Power BI.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Achieved results in 2021.
  • Oversaw 3 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Boosted online rating by 73% within 2024.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Addressed keycard-related complaints.

Summaries

  • Strengths in risk assessment and process improvement backed up by Travel and Hospitality training.
  • Achieved 19% positive feedback from event attendees.
  • Achieved customer satisfaction ratings above 52% consistently.
  • Costs were consistently reduced while profits were increased.
  • Achieved guest retention increases of 54%.
  • Achieved measurable results in guest interactions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Generated end-of-day revenue reports, ensuring discrepancy analysis was completed with a 45% success rate in identifying errors.
  • Improved and enforced safety and security protocols, achieving 14 days without security incidents on property.
  • Collaborated closely with housekeeping staff, resulting in an occupancy rate increase of 23% during high-demand periods.
  • Supported seamless execution of VIP guest experiences with a 56% satisfaction rate, contributing to repeat bookings.
  • Assisted event coordination efforts, supporting the successful execution of high-capacity events with over 10 attendees.
  • Administered key inventory system, maintaining zero losses and ensuring timely guest room access at all times.
  • Consistently met or exceeded monthly guest satisfaction targets by handling guest requests swiftly and professionally.
  • Processed guest payments, refunds, and adjustments with a 56% accuracy rate, ensuring financial accuracy.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of standard.

Affiliations

  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Institute of Hospitality: Associate Member
  • Certified Guest Service Professional (CGSP) Accreditation – 2018
  • International Hotel School Alumni Network
  • National Association of Social Workers
  • International Air Transport Association (IATA) – Travel Agent Member
  • American Marketing Association
  • National Association for Multicultural Hospitality
  • Certified Hospitality Supervisor (CHS) credential

Certifications

  • Certificate in Hospitality Sales from Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Hospitality and Tourism Management Certificate from program
  • Technical Support Fundamentals Certificate by Meridian
  • Customer Relationship Management with Microsoft Excel Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Time Management & Productivity Certification by HubSpot
  • ServSafe
  • Reservations and Revenue Management Certificate from Cedar Works

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