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Skills

  • Organization
  • Employee training and development
  • Cross-departmental collaboration
  • Invoice generation
  • Conflict resolution and problem-solving
  • Project organization
  • VIP services
  • MS Office
  • Customer service
  • Training and mentoring

Work Experiences

  • Achieved results in 2023.
  • Collaborated with upper management to evaluate and implement staff recognition programs, increasing night shift productivity by 46%.
  • Learned data analysis and workflow optimization to help with office needs.
  • Assisted in the creation of standard procedures.
  • Boosted guest satisfaction for VIP clients by 81%.
  • Consistently accounted for over $5 in nightly revenue.
  • Analyzed traffic patterns.
  • Audited front desk deposits.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Achieved Employee of the Year for delivering exceptional service and maintaining a guest satisfaction rating of 31% in 2020.

Summaries

  • Clients and tourists benefit from this self-starter's valuable service.
  • Results-oriented Travel and Hospitality professional with workflow optimization, performance reporting, and risk assessment strengths.
  • Night Front Desk Assistant Manager is a hardworking and dependable Night Front Desk Assistant Manager who excels at process improvement and cross-functional collaboration.
  • Strategic thinker with expertise in client relations.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Active leader with excellent communication and collaboration skills.
  • Achieved results within 11 months.
  • Customer-focused professional who is bilingual in Portuguese and has experience in sales and marketing.
  • Accomplished in improving guest interactions and employee performance, increasing team onboarding efficiency by 10 days and reducing guest wait times by 52%.
  • Motivating leader who has built and managed system teams in the past.

Accomplishments

  • Led the night team through multiple complex conflict resolutions, reducing negative guest feedback by 83% in 2022.
  • Managed over 17 late-night guest escalations, resolving 27% of issues without requiring further management assistance.
  • Established a robust night shift performance tracking system, improving overall team efficiency by 22%.
  • Conducted nightly fire drills and health protocol assessments, improving adherence to safety regulations by 56%.
  • Implemented a guest preference tracking system, which improved guest retention rates and earned the staff team a Top Performer in 2017.
  • Developed comprehensive training modules for onboarding night shift employees, reducing training time by 13 days and increasing efficiency.
  • Managed nightly reports for 17 properties across multiple locations, improving interdepartmental communications by 37%.
  • Led a year-long initiative to integrate Tableau at the front desk, enhancing workflow and increasing productivity by 31%.
  • Assisted management in creating a guest issue escalation protocol, resulting in 80% fewer unresolved conflicts in the night shift.
  • Initiated a collaboration with the housekeeping department, reducing room turnaround times during night shifts by 80%.

Affiliations

  • Certified Guest Service Professional (CGSP) through the American Hotel & Lodging Educational Institute (AHLEI).
  • Volunteer with the Night Shift Hospitality Best Practices Taskforce in Raleigh.
  • Member of the Hotel and Hospitality Human Resources Association (HHRMA) for insights on team building and labor cost efficiency.
  • Earned Hospitality Upsell and Revenue Generation credential through the Hotel Sales and Revenue Association (HSRA).
  • Collaborated with the National Organization for Leading Night Shift Professionals (NOLNSP).
  • Completed Service Excellence in Overnight Hotel Operations Course with program.
  • Completed a Guest Service Excellence in Hospitality Program from Vantage.
  • Active participant in local hospitality networking groups in Atlanta.
  • Certified Hotel Safety and Security Expert through procedure.
  • Member of the International Concierge and Guest Relations Association (ICRA).

Certifications

  • Hotel Industry Technology Integration Certification SAP, 2021
  • Certified Rooms Division Executive (CRDE)
  • Certified Hotel Guest Representative (CHGR) Columbus, 2024
  • Certified in Hotel Industry Analytics (CHIA)
  • Microsoft Office Specialist (MOS)
  • Advanced Conflict Resolution Certification in Hospitality Vantage, 2021
  • Certified Hotel Concierge (CHC) Chicago, 2016
  • Advanced Upselling & Cross-Selling Certification Beacon Labs, 2016
  • Association for Project Management (APM)
  • Customer Relationship Management (CRM) Certification – Asana – 2015

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