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Skills

  • Communications
  • Reservations management
  • Program equipment
  • Guest experiences
  • Formal event protocol knowledge
  • Customer service
  • Customer loyalty program enhancements
  • Vendor interaction
  • Cost-reduction initiatives
  • Hotel operations optimization

Work Experiences

  • Catered to international guests.
  • Conducted weekly quality audits of guest services.
  • Connected with local tour operators and travel agencies to create customized packages for international guests, helping the hotel’s revenue grow by $9 annually.
  • Connected with local tour operators.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Built a bespoke travel guide for the hotel.
  • Collaborated with the marketing department.
  • Collaborated with travel agencies.
  • Boosted bookings by 50% for Qframework.
  • Contributed to a 28% increase in repeat bookings.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Contributed to high guest return rates.
  • Head Concierge is a multi-talented Head Concierge who is consistently rewarded for planning and operational improvements.
  • Built deeply embedded relationships in the hospitality industry.
  • Concierge service with over 14 years of hospitality and tourism experience.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Consistently achieved outstanding review ratings.
  • Achieved 17% growth in VIP client base in 2024.
  • Award-winning hospitality professional with extensive experience in service delivery, earning accolades for consistently meeting tight deadlines on high-stakes guest requests.

Accomplishments

  • Increased guest satisfaction scores by 76% over 5 months by personalizing services using CRM technology and tracking preferences.
  • Introduced a dynamic performance tracking system for staff, which resulted in a 33% increase in team efficiency and boosted department KPI fulfillment.
  • Designed a guest loyalty strategy focused on personalizing stays, leading to a 66% increase in repeat guests within framework.
  • Revamped the guest feedback process to more accurately track satisfaction trends, resulting in the adoption of key service improvements.
  • Led a team of 7 concierge staff, providing oversight for daily operations and ensuring consistent delivery of 5-star service standards.
  • Guided and supported staff in guest issue resolution, decreasing incident escalation rates by 73% year-over-year.
  • Reduced guest service complaint resolution time by 43% by implementing real-time communication platforms between departments.
  • Created a comprehensive concierge training program, leading to improved service quality metrics and a 74% boost in team productivity.
  • Contributed to the hotel’s AAA Five Diamond service retention for 18 consecutive years by overseeing and auditing guest service standards.
  • Improved the efficiency of concierge services by automating guest request tracking with Adobe Creative Suite, cutting response times by 4 minutes.

Affiliations

  • Event Strategy Committee Member – category
  • Hospitality Sales and Marketing Association International (HSMAI) Member
  • Local Tourism Board Association Member, Atlanta
  • American Hotel and Lodging Association (AHLA)
  • Local Chamber of Commerce Committee Participation, Seattle
  • National Concierge Association (NCA)
  • Les Clefs d'Or (The Golden Keys) Membership
  • International Association of Administrative Professionals
  • Member, International Association of Travel Agents Network (IATAN)
  • Member, Business Networking International (BNI), Hospitality Chapter, Seattle

Certifications

  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Certified Meeting Planner (CMP) - Meeting Professionals International (MPI)
  • Certified Business Analysis Professional (CBAP)
  • Professional Certificate in Destination Management (PCDM) - Meridian
  • Certificate in Luxury Customer Service - Ironclad Systems
  • Apple Certified Associate (ACA)
  • Luxury Hospitality Certification - Beacon Labs

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