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Skills

  • Stakeholder management
  • Mentoring and training
  • Front desk communications
  • Client relationship management
  • Oral and written communication
  • Fluent in Japanese
  • Arrival/departure procedures
  • Multi-Task Management
  • Friendly service mentality
  • Meeting oversight

Work Experiences

  • Greeted visitors, answered their questions, and anticipated their service needs.
  • Kept an eye on the front desk staff's appearance and performance.
  • Recommendation
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Was in charge of the linen cart, which I kept tidy and organized.
  • Worked as a concierge for a 3-star hotel with 2 rooms.
  • Hired and mentored all new employees, as well as demonstrating the most effective ways to serve clients and guests.
  • Made a proposal
  • Transported Workday to 6 months customer locations.
  • Processed payments for room, food and beverage, and phone charges for guests.

Summaries

  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Astute individual who is multilingual in Portuguese and has 4 years of commercial aviation experience.
  • Detail-oriented with a thorough understanding of cleaning equipment.
  • Safety-conscious flight attendant with extensive team management experience.
  • Hotel manager who has worked in the hospitality industry for over 18 years and is energetic and polished.
  • Desiring a position as a member of a dynamic cabin crew.
  • Looking for a position as a manager at a reputable hotel or resort.
  • Looking for a job as a Ramp Agent with a well-known company.
  • In the system industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Pursuing a position as a Crew Member with the goal of providing excellent customer service to passengers.

Accomplishments

  • Identified gaps in reservation processes and suggested improvements, resulting in a 46% reduction in booking time.
  • Developed a new standard operating procedure for reservations, achieving a 83% increase in operational efficiency.
  • Developed a new cleaning approach for guest bathrooms, which ensured better overall cleanliness and decreased time spent in each room by more than 3%.
  • Increased repeat bookings by 81% through consistent client engagement and tailored follow-up strategies.
  • Resolved standard by revising booking policies, leading to a 74% decrease in booking cancellations.
  • Developed and implemented a new and more effective process for cleaning the interior of planes which saved more than 14 man-hours each month.
  • Processed last-minute booking changes with minimal disruption, achieving a 30% decrease in client complaints.
  • Built and maintained relationships with key corporate clients, contributing to a 34% growth in repeat business for group bookings.
  • Mentored new hires on reservation processes and client relationship management, reducing onboarding time by 81%.
  • Received Excellence Award for exceptional service and client satisfaction, maintaining a 61% approval rating in client feedback surveys.

Affiliations

  • International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
  • American Hotel & Lodging Association (AHLA)
  • American Society of Travel Advisors (ASTA)
  • Event Services Professionals Association (ESPA)
  • Association for Computing Machinery
  • Jaycees
  • National Association of Hotel and Lodging Professionals (NAHLP)
  • American Marketing Association
  • National Concierge Association (NCA)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Corporate Travel Executive (CCTE) by Global Business Travel Association (GBTA)
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute
  • Certified Hotel Reservation Supervisor (CHRS) by Skal International
  • Google Analytics Certification for Customer Journey Mapping by Google Academy
  • Event Management Online Certificate by The International School of Hospitality (TISOH)
  • Certified Hotel Business Communicator (CHBC) by The International Association of Hotel Management
  • Basics of Revenue Management Certification by HSMAI
  • Event Planning Certification by Meeting Professionals International (MPI)
  • Certified Hotel Sales Professional (CHSP) by AHLEI

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