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Skills

  • Cash Handling
  • Local Attraction and Amenities Expertise
  • Relationship development
  • Customer relationship management (CRM) systems
  • Team building
  • Regulatory compliance
  • Operational improvement
  • Interpersonal Communication Strategies
  • Budgets
  • Team management

Work Experiences

  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Coordinated over 14 wake-up calls for business clients during high-occupancy periods, ensuring timeliness and accuracy.
  • Communicated effectively with different hotel departments to confirm service fulfillment, contributing to a 71% reduction in service delays.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Addressed special service requests for guests.
  • Achieved a 71% increase in problem resolution rates.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during program absence.
  • Confirmed service fulfillment.
  • Achieved 65% fewer discrepancies in guest records.

Summaries

  • Collaborated across departments for timely services.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborated with housekeeping and maintenance.
  • Accommodated special requests.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and risk assessment.
  • Assisted in driving revenue growth.
  • Achieved a 44% decrease in wait times for incoming guests.
  • Adaptable and calm hotel telephone operator.
  • Hotel Telephone Operator is a friendly and polished Hotel Telephone Operator with demonstrated experience in metric environments.
  • Adept at handling over 6 calls per day.

Accomplishments

  • Spearheaded a guest issue tracking initiative, which recorded and resolved 21% of service-related problems within 12 hours.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handled high volumes of guest inquiries during peak season, with an average response time of under 15 seconds per call.
  • Developed and maintained a relationship with VIP guests, ensuring personalized service which resulted in a 36% increase in positive feedback.
  • Collaborated with housekeeping and maintenance teams to prioritize guest service requests, leading to a 41% improvement in response efficiency.
  • Resolved product issue through consumer testing.
  • Designed and implemented a telephone script that led to a 67% decrease in average call handling time.
  • Entered and updated guest data in the hotel's system, ensuring accuracy and completion within 11 minutes per task.
  • Accurately relayed check-in and check-out times and policies, leading to a 29% improvement in the guest understanding and timely room turnover.
  • Followed strict protocols to protect guest information, adhering to standard, which resulted in 3 consecutive months of zero data breaches.

Affiliations

  • Certified Hospitality and Tourism Management Professional (CHTMP)
  • American Medical Informatics Association
  • International Travel & Tourism Institute
  • Global Meeting Industry Day Attendee or Organizer
  • Project Management Institute
  • Society for Human Resource Management (SHRM) - Hotel Operations
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • International Customer Experience Management Certification
  • Hotel Technology Next Generation (HTNG) - Voice Communications Group

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Communicating with Confidence: Telephone Skills Course method
  • Customer Service Skills for the Hospitality Industry method
  • Certified Hospitality Financial Professional (CHFP) by HFTP
  • First Aid/CPR Certified
  • First Aid and CPR Certification Lakeside Partners
  • Preventing Harassment in the Hospitality Industry 2017 by system
  • Guest Service Gold Certification by AHLEI
  • Certified Hotel Concierge by AHLEI (American Hotel & Lodging Educational Institute)
  • Crisis Communication Skills Workshop standard

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