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Skills

  • Guest complaint resolution
  • Faster service delivery through team coordination
  • Sales
  • Complaint tracking and resolution reports
  • Process improvement
  • Community relations
  • Dining reservations
  • Team leadership and supervision
  • Promotions
  • Team management

Work Experiences

  • Made sure that guest complaints were handled as efficiently as possible, and that complimentary services were offered to those who were in need.
  • Assisted in negotiating new vendor contracts.
  • Collaborated with housekeeping and maintenance teams.
  • Audited front desk deposits.
  • Assisted guests with check-in and provided information on the hotel's various services.
  • Collaborated with upper management.
  • Achieved results in 2023.
  • Assisted in optimizing front desk IT systems.
  • Addressed guest concerns empathetically.
  • Developed a reputation for punctuality and hard work.

Summaries

  • Travel and Hospitality student seeking hands-on experience through an internship in data analysis.
  • Customer-focused professional who is bilingual in Portuguese and has experience in sales and marketing.
  • Clients and tourists benefit from this self-starter's valuable service.
  • Accomplished in cross-team coordination, resulting in a 54% reduction in guest wait times through improved room readiness synchronization.
  • Accomplished in cross-team coordination.
  • Night Front Desk Assistant Manager and team leader with 9 years of experience in framework settings.
  • Knowledge of Jira in depth, as well as process improvement and quality assurance abilities.
  • Program and category have a proven track record.
  • Achieved a 53% reduction in guest wait times.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.

Accomplishments

  • Led the night team through multiple complex conflict resolutions, reducing negative guest feedback by 83% in 2022.
  • Established a robust night shift performance tracking system, improving overall team efficiency by 22%.
  • Led the night team to achieve a significant improvement in online guest review scores, raising the property’s rating by 10 stars over 10 months.
  • Streamlined the end-of-day cash handling and deposit process, resulting in a 16% decrease in reconciliation errors.
  • Designed a night shift scheduling system that improved staff coverage efficiency by 17%.
  • Reduced average check-in times during peak night hours by 14 minutes through process refinement and team training.
  • Implemented a guest preference tracking system, which improved guest retention rates and earned the staff team a Top Performer in 2017.
  • Supervised both front desk operations and security protocols during night shifts, mitigating security incidents by 40%.
  • Managed nightly reports for 17 properties across multiple locations, improving interdepartmental communications by 37%.
  • Initiated a collaboration with the housekeeping department, reducing room turnaround times during night shifts by 80%.

Affiliations

  • Volunteer with the Hospitality Industry Night Shift Assistance Program (HINSAP) focused on mental health support for late-hour staff.
  • Participated in Hospitality Data Analytics and KPI Monitoring webinars hosted by Meridian.
  • Volunteer with the Night Shift Hospitality Best Practices Taskforce in Raleigh.
  • Regular attendance in the Night Shift Hotel Managers Annual Conference.
  • Collaborated with the National Organization for Leading Night Shift Professionals (NOLNSP).
  • Active participant in local hospitality networking groups in Atlanta.
  • Earned Night Supervisor Certification from the National Association of Hotel Managers.
  • Attended the Front Office Operations Conference hosted by the Hospitality Financial and Technology Professionals (HFTP).
  • Member of the International Association of Hotel Night Auditors (IAHNA).
  • Member of the American Hotel & Lodging Association (AHLA).

Certifications

  • Certified Hospitality Supervisor (CHS)
  • Association for Project Management (APM)
  • Certified Business Analysis Professional (CBAP)
  • Customer Relationship Management (CRM) Certification – Asana – 2015
  • Hotel Industry Technology Integration Certification SAP, 2021
  • ServSafe
  • Hospitality Technology and Innovation Specialist Certification Harbor & Co., 2020
  • Fire Safety and Evacuation Certification Brightline, 2019
  • Certified Hospitality Sales Professional (CHSP)
  • Advanced Upselling & Cross-Selling Certification Beacon Labs, 2016

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