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Skills

  • Chemicals disposal
  • Payment processing
  • Oral and written communication
  • Public interaction
  • Friendly service mentality
  • Safety procedures
  • Travel agency experience
  • Conflict resolution
  • Process improvement
  • Fluent in Portuguese

Work Experiences

  • Greeted visitors, answered their questions, and anticipated their service needs.
  • Identified
  • Ran a full-service boutique hotel with 9 rooms.
  • Hired and mentored all new employees, as well as demonstrating the most effective ways to serve clients and guests.
  • Managed
  • Advised
  • Was in charge of the linen cart, which I kept tidy and organized.
  • Was in charge of loading and unloading aircraft cargo, including baggage and freight, as well as assisting crew members and passengers with their belongings.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Friendly and courteous Front Desk Agent looking for work in a high-end hotel.
  • Astute individual who is multilingual in Japanese and has 10 years of commercial aviation experience.
  • Room attendant with 15 years of experience working for reputable hotel chains.
  • Reservations Supervisor with 4 years of successful client relations and workflow optimization experience.
  • Looking for a job as a Ramp Agent with a well-known company.
  • Professional with exceptional hospitality skills who is friendly and bilingual.
  • Deadline-driven
  • Employee who thinks critically and manages her time well.
  • Ambitious
  • Looking to work for a company as a tour guide, educating both visitors and locals.

Accomplishments

  • Developed and delivered customer service training modules, resulting in a 2016 NPS score increase by 28% and long-term guest retention improvement.
  • Used predictive data models to analyze seasonal demand, boosting occupancy rates by 60% and driving a significant rise in high-season bookings.
  • Developed a new email etiquette training framework for reservation agents, resulting in improved customer communication and reducing email response time by 83% hours.
  • Collaborated with IT and operations to roll out a new reservation software, reducing booking entry times by 55% and improving data accuracy.
  • Led the implementation of a cloud-based reservation system, cutting overbooking incidents by 22% and enhancing visibility for all available accommodations.
  • Implemented a real-time reporting system to track room inventory, reducing errors in bookings by 51% and improving operational efficiency.
  • Trained and mentored a team of 8 reservation agents, managing ongoing performance assessments and professional development initiatives.
  • Documented and resolved standard which led to system.
  • Collaborated with marketing and sales teams to develop a targeted campaign for out-of-season bookings, resulting in a 45% increase in reservations for one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Professional Association of Innkeepers International (PAII)
  • American Resort Development Association (ARDA)
  • Society of Women Engineers
  • Association of Hospitality Professionals (AHP)
  • Convention Industry Council (CIC)
  • American Medical Informatics Association
  • Certified Guest Service Professional (CGSP) through the AHLEI
  • Association for Supply Chain Management (APICS)
  • Certified Hospitality Supervisor (CHS) designation through the AHLEI
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Certified Hotel Sales Specialist (CHSS) by AHLEI
  • Top Secret Security Clearance
  • Cisco Certified Network Associate (CCNA)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Front Office Operations Training & Certification by Lakeside Partners
  • Certificate in Time and Stress Management Strategies by Northwind
  • Certified Protection Officer (CPO)
  • CPR and AED
  • Google Certified Professional Cloud Architect
  • CompTIA Security+

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