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Skills

  • Team building and leadership
  • Night shift administration
  • Employee performance evaluation
  • Multitasking during peak hours
  • Promotions
  • VIP services
  • Fostering positive team environments
  • Fluent in Japanese and Spanish
  • Analytical mastery
  • Special Event Coordination

Work Experiences

  • Hired and mentored all new employees, as well as demonstrating the most effective ways to serve clients and guests.
  • Analyzed trend reports from shift activity, implementing staff adjustments that cut labor costs by $15 over several months.
  • Advanced hotel profitability.
  • Audited nightly bookings.
  • Audited and assessed all nightly bookings, ensuring full compliance with hotel policies and financial requirements.
  • Informed guests about the property's dining areas, pool, spa, and fitness center.
  • Handled customer complaints and resolved issues to the satisfaction of all parties involved.
  • Double-checked transactional data by double-checking patrons' names and payment information, as well as clearly communicating costs and fees.
  • Personally addressed and welcomed 11 visitors to the business each day, resulting in improved customer service and engagement.
  • Audited nightly housekeeping records.

Summaries

  • Results-oriented Travel and Hospitality professional with quality assurance, vendor management, and workflow optimization strengths.
  • Hotel Night Manager with 11 years of experience is approachable.
  • Looking forward to taking on a new challenge with a successful team.
  • Professional team dedicated to providing pleasant and comfortable guest experiences.
  • Looking for a job as a manager at a high-end hotel.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Professional in the hospitality industry with extensive knowledge of venues, tourist attractions, dining, and entertainment options.
  • Ability to recognize category issues and integrate program solutions to achieve framework.
  • Pursuing a stable position with a hotel that provides exceptional service to guests and clients.
  • Metric and initiative have a proven track record.

Accomplishments

  • Regularly monitored incoming and outgoing reconciliation data for revenues up to $8, ensuring discrepancies were less than 66%.
  • Improved room availability accuracy by working closely with housekeeping, reducing room booking errors by 56% over the course of one year.
  • Led the night shift operations for a 7-room property, consistently achieving operational objectives related to guest check-ins, financial auditing, and team management.
  • Facilitated on-the-spot staff trainings on the use of Asana for night auditing, boosting team competency and accuracy by 52%.
  • Instituted quality checks of all night-audit documentation, ensuring no audit-related discrepancies during system.
  • Trained night-shift personnel on Adobe Creative Suite for managing room inventory details and projections, reducing booking inconsistencies by 45%.
  • Proactively addressed guest room moves and early morning check-ins, reducing potential disruptions by 63%.
  • Managed communication and coordination with external suppliers such as catering and transportation, contributing to a 37% increase in satisfaction for corporate events and large conferences.
  • Encouraged cross-functional collaboration between front desk and housekeeping during night shifts, leading to a 17% decrease in room readiness times.
  • Identified inefficiencies in the night-shift operational flow and reorganized nightly tasks, leading to a 29% boost in productivity.

Affiliations

  • Attended annual Night Manager Operations Summit in 2015, exchanging innovative ideas for enhancing after-hours guest services.
  • Member of the National Association of Hotel Managers (NAHM), fostering continuous professional development opportunities.
  • Affiliated member of the International Society of Hospitality Consultants (ISHC), focusing on trend analysis and best practices within hotel management.
  • Certified Front Desk Supervisor through the American Hotel & Lodging Educational Institute (AHLEI) to maintain up-to-date training on front desk management and guest services.
  • Event Management Professional membership with Meeting Professionals International (MPI) to broaden understanding of event coordination services.
  • Accredited in Guest Feedback Analysis and Improvement by Hotel & Lodging Education Foundation in 2018, specializing in utilizing process data for operational enhancement.
  • Active in the Hotel Night Operations Admin Group for the continual exchange of best practices and troubleshooting techniques in after-hours operations.
  • Certified Revenue Management Professional (CRMP) by HSMAI, improving upsell strategies during night shifts for premium rooms and amenities.
  • Joined the Professional Convention Management Association (PCMA) to further develop knowledge in managing and coordinating large events within the hotel industry.
  • Membership in the International Hotel & Restaurant Association (IH&RA) since 2018, supporting benchmarking and guest satisfaction strategies.

Certifications

  • Property Management System (PMS) Certification - initiative
  • Housekeeping Management Training Program - framework
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Hotel Administrator (CHA) - category
  • Hospitality Leadership and Management Certification - procedure
  • Leadership and Ethics in Hospitality Certification - category
  • Customer Complaint Resolution in Hospitality - program
  • Customer Service Excellence Certification – system
  • AED and CPR
  • CompTIA Security+

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