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Skills

  • Supervision
  • Inventory management
  • Budgeting and cost control awareness
  • High attention to detail
  • Flexible schedule availability
  • Bookkeeping
  • Team building
  • Sorting and labeling
  • Operational improvement
  • Scheduling

Work Experiences

  • Was in charge of dealing with issues that arose from guests, as well as special requests.
  • Organized and prepared framework reports for submission to Front Desk Shift Leaders using initiative and process data.
  • Evaluated initiative and method data in order to provide customers with appropriate answers to category questions.
  • Was in charge of collecting payments from guests.
  • Achieved a 23% reduction in guest complaints.
  • Built solid relationships with repeat guests.
  • Collaborated with event management teams.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Contributed to revenue growth by upselling rooms and hotel services, resulting in an additional $6 monthly in 2017.

Summaries

  • Hands-on professional with strategic planning and process improvement abilities.
  • With efficiency and attention to detail, manages standard responsibilities.
  • Committed to providing exceptional service to each and every guest.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Within Travel and Hospitality, senior Front Desk Shift Leader and outstanding performer in project management and data analysis.
  • Extensive experience in initiative office administration and related positions.
  • Successful in performance reporting and in confirming and validating customer information with Salesforce.
  • Front Desk Shift Leader with 12 years of experience in the hospitality industry.
  • Front desk shift leader who excels at multitasking and providing excellent customer service.
  • Skilled in cross-functional collaboration and extremely knowledgeable about HubSpot and the Southwest points of interest.

Accomplishments

  • Awarded Scrum Master for exceptional standard in customer service and leadership during front desk operations.
  • Identified and implemented workflow optimizations for front-desk operations, leading to a 32% improvement in service delivery efficiency.
  • Awarded Top Performer for consistently achieving a 33% or higher guest satisfaction rate during high-occupancy seasons.
  • Resolved over 13 guest concerns per shift, reducing escalation to higher management and improving guest retention by 85%.
  • Trained 5 team members on effective communication and conflict resolution techniques, decreasing guest complaints by 42%.
  • Developed and maintained partnerships with local tour operators, contributing to a 32% increase in concierge usage and guest satisfaction.
  • Partnered with housekeeping and maintenance teams to address guest issues immediately, securing a 80% improvement in guest review ratings.
  • Documented and resolved system which led to process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced guest check-in time by 53% by implementing new technology solutions and training staff in the revised workflow.

Affiliations

  • National Tourism and Hospitality Association (NTHA)
  • Professional Association of Innkeepers International (PAII)
  • Society of Women Engineers
  • International Council of Nurses
  • Hospitality Sales & Marketing Association International (HSMAI)
  • International Association of Hotel & Front Desk Managers (IAHFDM)
  • Freemason
  • Association for Computing Machinery
  • International Hospitality Management Group
  • Member of the National Restaurant Association (NRA)

Certifications

  • Hospitality & Tourism Management Certificate - Summit Group
  • HOTEL Property Management System (PMS) Certified User
  • Certified Information Technology Professional in Hospitality (CITH)
  • Cisco Certified Network Associate (CCNA)
  • Organization Workflow Optimization Certificate - Ironclad Systems
  • OSHA Hospitality Safety & Health Program Certification
  • Salesforce
  • Certified Hotel Administrator (CHA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Emergency Preparedness for Hospitality Professionals - metric

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