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Skills

  • Company policies
  • POS initiative proficiency
  • Crew assistance
  • Diligent
  • Inventory management
  • Crew coordination
  • Skilled negotiator
  • Budgets
  • Outstanding communication skills
  • Guest experiences

Work Experiences

  • Created weekly employee work schedules for 18 team members, making sure that all shifts were covered.
  • Collaborated with external vendors to organize special occasions, such as weddings and conferences, resulting in category.
  • Championed the implementation of a loyalty program.
  • Boosted overall NPS (Net Promoter Score) by 81%.
  • Collaborated with housekeeping to prioritize room requests.
  • Applied critical thinking to resolve guest issues.
  • Directed employees to handle individual guests' needs in order to resolve issues and create positive customer experiences.
  • Greeted each newcomer with a friendly greeting and handed out a sign-in sheet.
  • Achieved improvement over 2016.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • I aspire to be the next great tour guide for Summit Group.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Customer service and problem-solving skills are exceptional.
  • Guest Relations Executive with 15 years of successful process improvement and cross-functional collaboration experience.
  • Guest Relations Executive is a multi-talented Guest Relations Executive who is consistently rewarded for planning and operational improvements.
  • Provides dynamic service to customers and visitors.
  • Patient, friendly, and dependable, with strong oral and written communication abilities.
  • Professional, courteous service with a strong commitment to exceeding expectations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Collaborated with tour operators to create exclusive guest packages, increasing hotel revenue by $19,000 over a 7-month period.
  • Exceeded upselling targets for premium rooms and luxury suites by 44% through building stronger customer relationships.
  • Established
  • Consulted
  • Collaborated with local businesses to develop exclusive guest offers, boosting occupancy rates during off-peak periods by 23%.
  • Earned “Employee of the Month” at standard in system.
  • Researched
  • Solved
  • Streamlined
  • Coordinated and executed large event bookings, increasing hotel visibility and generating $191,000 in revenue over 17 months.

Affiliations

  • Association for Computing Machinery
  • Society of Women Engineers
  • Certified Hospitality Concierge (CHC) through Beacon Labs 2018
  • International Spa Association (ISPA)
  • International Council of Nurses
  • Green Key Global – for promoting environmental responsibility in hospitality
  • Jaycees
  • International Air Transport Association (IATA) - Membership for ticketing and tourism updates
  • National Customer Service Association (NCSA)
  • Certification in Hotel Industry Analytics (CHIA) 2019

Certifications

  • Hotel Revenue Management Certificate by ESSEC Business School
  • Certificate in Service Excellence by AHLEI
  • Advanced Hospitality and Tourism Management Certificate by Ironclad Systems
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • First aid and CPR
  • Certified Hospitality Revenue Manager (CHRM) by AHLEI
  • Microsoft Certified Systems Engineer (MCSE)
  • CPR and AED
  • Certificate in Upscale Guest Relations and Concierge Services by Summit Group

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