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Skills

  • Interpersonal and written communication
  • Business operations
  • Project management
  • Public speaking
  • Staff training and mentoring
  • Guest experiences
  • Policy and procedure adherence
  • Document scanning
  • Hardware evaluation
  • Vendor interaction

Work Experiences

  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Analyzed guest behavior trends to design more effective guest experience offerings, increasing ancillary revenue by $2 per quarter.
  • Transported Jira to one year customer locations.
  • Addressed guest concerns within three years.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Created multi-threaded admin web applications based on program.
  • Attracted higher-paying clientele.
  • Answered 12 calls per three years to help customers with their questions and concerns.
  • Achieved a 51% event satisfaction score.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.

Summaries

  • Achieved multiple Innovation Award nominations in 2020.
  • Looking for a job as a Concierge at a high-end hotel.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Top-producing salesperson and industry expert in Travel and Hospitality.
  • Accomplished Lead Concierge.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.

Accomplishments

  • Successfully managed VIP guest logistics, leading to a Employee of the Year for impeccable service delivery in 2019.
  • Facilitated personalized attention to regular high-profile clients, maintaining confidentiality and achieving client renewal rates of 66%.
  • Enhanced relationships with local luxury service providers, increasing high-quality recommendations and maximizing guest satisfaction.
  • Collaborated with product to customize itineraries for high-net-worth guests, ensuring 68% repeat bookings.
  • Designed exclusive guest packages that increased upselling success rate by 45% and exceeded revenue targets by $14.
  • Utilized guest feedback to refine concierge services, driving a 65% improvement in overall guest experience scores.
  • Monitored and tracked guest preferences, enhancing personalized services and boosting guest satisfaction scores to 32%.
  • Worked closely with hospitality management to elevate guest service protocols, resulting in improved guest loyalty by 31%.
  • Reduced risk of operational failure during peak seasons through preemptive logistics coordination, improving staff response time by 15%.
  • Resolved 3% of guest inquiries within one year, contributing to a 45% increase in overall guest satisfaction.

Affiliations

  • National Concierge Association (NCA)
  • American Marketing Association
  • Ethical Concierge Service Standards Committee
  • Association for Computing Machinery
  • Society of Human Resource Management
  • Hospitality Sales and Marketing Association International (HSMAI)
  • American Medical Informatics Association
  • VIP Client Experience Forum
  • American Lodging Investment Summit (ALIS)
  • International Council of Nurses

Certifications

  • Event Planning and Hospitality Certification - International Live Events Association (ILEA)
  • Certified Travel Associate (CTA) – initiative
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Google Certified Professional Cloud Architect
  • VIP and Executive Assistant Travel Certification - Harbor & Co.
  • Certified Protection Officer (CPO)
  • Certified Hospitality Concierge Professional - Lakeside Partners
  • Salesforce
  • Event Management Professional (EMP) - International Association of Professional Concierge
  • CPCE (Certified Professional in Catering & Events) - National Association for Catering and Events (NACE)

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