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Skills

  • Front desk operations
  • Budget Management
  • Business operations
  • Insurance billing
  • Audit Compliance (Six Sigma)
  • CCTV
  • Customer service excellence
  • Relationship development
  • Problem-solving
  • Problem resolution

Work Experiences

  • Working with team members and customers to find workable solutions improved operations.
  • Collaborated with finance to ensure compliance with PMP standards, successfully passing all audits without incident.
  • Boosted productivity by 18%.
  • Collaborated with marketing.
  • Was in charge of the day-to-day operations of a brand new 13-room hotel with a staff of 5 employees.
  • Analyzed guest data.
  • Achieved a 65% improvement in review scores.
  • Achieved results in the first the past year.
  • Assisted in the creation of initiative procedures.
  • Finished procedure of project, which resulted in program.

Summaries

  • Data analysis in metric settings and vendor management in strategic planning settings.
  • Project management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Knowledge of Adobe Creative Suite in depth, as well as cross-functional collaboration and stakeholder engagement abilities.
  • Achieved 62% higher employee retention.
  • Looking for a position as a manager at a five-star resort.
  • Achieved a 25% rise in repeat guest stays.
  • Achieved response time reductions of 55%.
  • Customer-focused professional who is bilingual in Japanese and has experience in sales and marketing.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Travel and Hospitality student seeking hands-on experience through an internship in strategic planning.

Accomplishments

  • Streamlined reservation entry process by introducing Adobe Creative Suite, which reduced administrative errors by 84% and improved operational efficiency.
  • Optimized the supply ordering process for front desk materials, consistently reducing costs by 53% over 7 years.
  • Implemented guest feedback loops, using real-time data to address issues immediately, resulting in a 15% reduction in negative online reviews.
  • Led team training initiatives across front desk operations, resulting in a smoother guest check-in experience and decreasing average check-in time by 2 minutes.
  • Managed daily financial reconciliations for the front desk, improving financial accuracy and shortening the process by 3 hours.
  • Trained new hires on property management software, reducing onboarding time by 5 weeks and improving proficiency in daily operations.
  • Handled sensitive guest privacy requests in compliance with industry standards, decreasing guest data breaches to zero during the course of 2021.
  • Implemented performance tracking systems for front desk employees, achieving a 42% increase in efficiency and overall service ratings.
  • Led staff meetings to discuss performance metrics and service improvements, resulting in a 17% improvement in department KPIs over 10 months.
  • Reengineered front desk operations, resulting in a 82% reduction in check-in and check-out times, thus improving guest experience.

Affiliations

  • Involved with the Hospitality Sales and Marketing Association International, leveraging service recovery techniques based on real-time feedback insights.
  • Certified Revenue Management Professional, applied skills to optimize booking accuracy and implement a double-verification process, reducing errors by 32%.
  • Active member of the National Association of Hospitality Professionals, focused on best front office management practices.
  • Completed the Advanced Front Desk Operations certification, emphasizing multi-tasking and problem-solving skills during high-traffic hours.
  • Hosted a session on Maximizing Digital Tools at the Hospitality Tech Conference, highlighting innovations like digital key systems.
  • Certification in Emergency Action Planning for Hotels through Northwind, developed leadership skills for managing emergency situations with rapid response protocols.
  • Attendee at the Hospitality Operations Summit, participated in discussions on front desk reorganization and increasing first-call resolution rates.
  • Certified Hotel Administrator (CHA) through AHLEI, implemented changes leading to an increase in guest satisfaction of 55%.
  • Attended the Annual Hospitality Leadership Conference for Front Desk Managers, gaining insights into service quality enhancement and process improvements.
  • Certified in Hospitality Supervision from American Hotel & Lodging Educational Institute, contributing to improved department workflows.

Certifications

  • Certified Rooms Division Executive (CRDE) – framework
  • Effective Multilingual Communication Certification - Meridian/metric
  • Hospitality and Tourism Management Certificate - Beacon Labs
  • Negotiation and Supply Chain Management Certification - Ironclad Systems
  • Certified Front Office Manager (CFOM) - Vantage
  • Multi-property Management Certification - American Hotel & Lodging Educational Institute
  • Operational Excellence in Hospitality Certification - Brightline
  • Guest Service Gold® Certification (American Hotel & Lodging Educational Institute)
  • Salesforce
  • Customer Service Certification – Vantage

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