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Skills

  • Operations management
  • Customer satisfaction
  • Adjusting schedules
  • Loyalty program knowledge
  • Contract auditing
  • Event planning
  • Tax preparation
  • Microsoft Office
  • Proficiency in cross-functional collaboration
  • Team training

Work Experiences

  • Promoted local entertainment and sporting events, as well as making reservations at method and system establishments, boosting the tourism industry in the area.
  • Achieved a 72% increase in event ratings.
  • Actively monitored hotel reviews on system and standard.
  • Achieved 36% accuracy.
  • Achieved a 33% fulfillment rate.
  • Anticipated guest requirements by collaborating with front desk and housekeeping, reducing service request wait times by 82% minutes.
  • Greeted each newcomer with a friendly greeting and handed out a sign-in sheet.
  • Automated the guest acknowledgment process, sending personalized greeting emails at check-in, which resulted in a 48% increase in positive post-checkout surveys.
  • Handled complaints in a professional and friendly manner.
  • Was in charge of coordinating VIP arrivals and departures.

Summaries

  • Guest Services Coordinator with 8 years of successful stakeholder engagement and team leadership experience.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Within Travel and Hospitality, senior Guest Services Coordinator and outstanding performer in stakeholder engagement and workflow optimization.
  • Computer savvy and intelligent, with Spanish conversational skills.
  • In a competitive environment, a dynamic Hotel Manager capable of developing and training teams, effectively controlling costs, and achieving YOY revenue and high guest satisfaction ratings.
  • Guest Services Supervisor with extensive knowledge of the needs and preferences of 4-star visitors.
  • Tour guide who is passionate about creating unforgettable experiences.
  • Looking for a job as a brewery tour guide where my skills will be appreciated.
  • A true go-getter with excellent presentation skills.
  • Motivated Guest Services Coordinator with experience managing large-scale projects, including budgeting and administration.

Accomplishments

  • Earned “Employee of the Month” at standard in initiative.
  • Managed a 4-room casino hotel.
  • Reduced
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Monitored
  • Improved
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Ensured
  • Increased
  • Initiated and cultivated strategic business partnership with Beacon Labs to provide guests with system, resulting in a 14% increase in occupancy rates.

Affiliations

  • National Association of Social Workers
  • Event Service Professionals Association (ESPA)
  • Global Hotel Alliance (GHA)
  • International Air Transport Association (IATA) – Travel Operations Certification
  • Jaycees
  • Convention Industry Council (CIC)
  • International Institute of Modern Butlers (IIMB)
  • Certified Greeter – Hospitality Industry Professional Development Group
  • Project Management Institute
  • Certified Rooms Division Executive (CRDE) – 2018

Certifications

  • Bilingual Management Certificate (for hospitality) – system
  • Certificate of Excellence in Event Planning and VIP Coordination
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • First aid and CPR
  • CompTIA Network+
  • Guest Services Specialist Certification from Summit Group
  • Certified Hotel Administrator (CHA) from AHLEI
  • Conflict Resolution Specialist from the International Association for Conflict Resolution

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