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Skills

  • Excellent multi-tasker
  • Prioritization
  • Cheerful and energetic
  • Property management software understanding
  • Filing
  • Spreadsheets
  • Inventory control procedures
  • Administrative tasks
  • Item transport
  • Conflict resolution

Work Experiences

  • Developed and maintained strong working relationships with my peers and upper management.
  • Invented
  • Kept up with market and product trends to effectively answer customer questions.
  • Was responsible for delivering messages, mail, and packages left for guests and hotel facilities on time.
  • Calculated accurate sales prices for purchase transactions.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Double-checked the accuracy and completeness of personal and payment information on guest accounts.
  • Provided product and service information to customers.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Promptly informed the leadership team of any violations of store policies.

Summaries

  • 17 years of experience as a Guest Services Manager in stakeholder engagement.
  • Dedicated Guest Services Manager with 12 years of experience improving guest satisfaction at program facilities.
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Looking to work for a company as a tour guide, educating both visitors and locals.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • A committed, tactical team builder and strategic planner seeking a position in account management or sales with a forward-thinking elevator service and construction firm.
  • Optimistic and outgoing individual who enjoys meeting new people.
  • Deadline-driven

Accomplishments

  • Collaborated with marketing and sales teams to create holiday season promotions, leading to 63% occupancy rates compared to last year.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Introduced a new upselling strategy that boosted on-site service revenue by 50% annually.
  • Resolved product issue through consumer testing.
  • Leveraged guest feedback to continuously improve services, resulting in an increased Net Promoter Score (NPS) from 18 to 16 in 2020.
  • Managed high-profile VIP guest services, contributing to a 46% increase in returning clientele from 2018 to 2023.
  • Designed employee scheduling and shift optimization, resulting in a 35% reduction in overtime and improved productivity.
  • Reduced customer complaint resolution time by 15% through an upgrade to the online review management process.
  • Created an emergency response plan leading to 16% faster resolutions of safety concerns, praised during ITIL inspection.
  • Developed strategies to increase upselling during check-ins, resulting in additional revenue streams increasing by 30%.

Affiliations

  • Professional Development Program, Cornell University - School of Hotel Administration
  • Member, American Hotel & Lodging Association (AHLA)
  • Member, Society of Customer Affairs Professionals in Hospitality
  • Active Participant, International Luxury Hotel Association (ILHA)
  • Member, International Association of Professional Hospitality Managers
  • Certified Revenue Management Executive (CRME), Hospitality Sales & Marketing Association International (HSMAI)
  • Chair, Hotel & Lodging Industry Operations Group
  • Member, Global Hotel Network
  • Member, Hospitality and Guest Experience Insight Network
  • Accredited Guest Service Professional, American Hotels Academy

Certifications

  • Certificate in Hospitality Management – procedure
  • Advanced Facilities Management Certificate – process
  • Certificate in Hotel Operations – procedure
  • Certified Rooms Division Executive (CRDE) – American Hotel & Lodging Educational Institute (AHLEI)
  • Forklift and Heavy Equipment Operator Certification – method
  • Certified Hospitality Supervisor (CHS) – framework
  • First aid and CPR
  • Hospitality Events Management – metric
  • Customer Service Representative Certificate
  • AED and CPR

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