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Skills

  • MS Office
  • High-stakes problem-solving under pressure
  • Process improvement
  • Goal setting and achievement tracking
  • Hospitality service protocol adherence
  • Hotel operations optimization
  • Guest experiences
  • Operational improvement
  • Project organization
  • Program equipment

Work Experiences

  • Conducted weekly quality audits of guest services, ensuring compliance with hospitality standards and reducing service issues by 15%.
  • Looked for industry trends on social media and through online sources.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Created customized packages for international guests.
  • Oversaw the delivery of system project by metric team, which resulted in framework.
  • Acted as the primary contact for high-net-worth individuals, providing concierge services that generated $8 in additional service fees.
  • Built out the hotel's bespoke travel guide to include curated local activities and attractions tailored to specific guest demographics.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Coordinated between transportation services and hotels.

Summaries

  • Professional with more than 7 years of experience working as a Concierge for high-end hotel chains.
  • Achieved year-over-year increases in client satisfaction.
  • Collaborative Head Concierge.
  • Concierge professional with project management experience.
  • Award-winning Head Concierge, recognized for exceptional customer service and ability to resolve escalated guest concerns, reducing reported issues by 39% in 2024.
  • Consistently handled high-stakes guest requests.
  • Achieved a 73% service improvement.
  • Accomplished in event planning and coordination.
  • Award-winning Head Concierge.
  • Within Travel and Hospitality, senior Head Concierge and outstanding performer in risk assessment and vendor management.

Accomplishments

  • Resolved product issue through consumer testing.
  • Developed key partnerships with transportation providers, ensuring seamless service for guests, which improved guest review ratings by 71%.
  • Partnered with local businesses to create exclusive concierge offers, resulting in a 18% rise in guest spend on ancillary services.
  • Orchestrated seamless guest experiences for corporate clients, improving satisfaction surveys by 85% through tailored services.
  • Increased guest satisfaction scores by 76% over 5 months by personalizing services using CRM technology and tracking preferences.
  • Revamped the guest feedback process to more accurately track satisfaction trends, resulting in the adoption of key service improvements.
  • Resolved escalated complaints for VIP guests professionally, securing a service recovery rate of 64%, thus reducing potential lost revenue.
  • Documented and resolved category which led to standard.
  • Implemented a concierge task management system, reducing missed guest requests by 66%.
  • Exceeded guest satisfaction targets in 2015 by driving a guest-centric culture and facilitating continuous service training.

Affiliations

  • Advisory Board Member for initiative Hospitality School or Program
  • American Marketing Association
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Certified Guest Service Professional (CGSP) from the American Hotel and Lodging Educational Institute
  • American Medical Informatics Association
  • International Les Clefs d'Or Congress Attendee, 2020
  • Association for Computing Machinery
  • Member, Business Networking International (BNI), Hospitality Chapter, Seattle
  • International Association of Administrative Professionals
  • Lions Club

Certifications

  • Cross-Cultural Hospitality Service Skills Certification - Brightline
  • ServSafe
  • Certificate in Excellence in Service Delivery - Ironclad Systems
  • Certified in Hotel Revenue Management - 2017
  • Hospitality and Tourism Management Certification - Meridian
  • CompTIA A+ Technician
  • Luxury Hospitality Certification - Beacon Labs
  • Certificate in Hospitality Law by Hospitality Law Association
  • Certified Hotel Concierge (CHC) - Vantage
  • Conflict Resolution Certification - Hospitality Specific - Raleigh

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