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Skills

  • Infant AED and CPR
  • Event planning and coordination
  • Food and beverage services
  • Marketing
  • Bilingual in Mandarin and Portuguese
  • Detail oriented
  • Housekeeping
  • Outstanding communication skills
  • Employee training
  • POS process proficiency

Work Experiences

  • Worked with a variety of team members to ensure that guest requests were handled correctly and promptly.
  • Achieved a Top Performer for operational excellence.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Was able to quickly resolve service-related issues.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Accommodated last-minute changes.
  • Handled requests for assistance, toiletries, and personal care items from guests.
  • Kept my team up to date on changes to the hotel's products, services, pricing, and policies.
  • Escorted guests to their rooms and transported their belongings.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • A true go-getter with excellent presentation skills.
  • Quick to pick up new skills and eager to join a customer service-oriented team.
  • Individual with over 5 years of experience providing efficient housekeeping services to hotel guests throughout Columbus.
  • Offering 12 years of experience in the hotel industry.
  • Looking for a job in the hospitality industry where I can provide excellent service.
  • Skills in front desk management and booking strategies have been demonstrated.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Looking to work for a company as a tour guide, educating both visitors and locals.
  • Ready to put my stakeholder engagement to work in a fast-paced new position.

Accomplishments

  • Effectively communicated with housekeeping to prioritize room readiness, decreasing guest wait times by 72% during peak hours.
  • Led efforts to optimize group room blocks during large-scale events, improving room utilization by 73% and enhancing overall guest experience.
  • Established a feedback loop with front office staff to refine check-in processes, resulting in a 61% drop in guest wait times.
  • Led the initiative to introduce a digital room tracking system, reducing errors in guest reservations by 20%.
  • Developed Tableau customer loyalty program, which became a model for hotels nationwide.
  • Trained team members on new room allocation software, resulting in a 35% increase in room tracking accuracy.
  • Played a key role in achieving back-to-back high occupancy rates without compromising service quality by optimizing room block procedures.
  • Implemented a new room assignment process to ensure that guest preferences were consistently met, resulting in a 81% boost in favorable online reviews.
  • Developed and implemented a new and more effective process for cleaning the interior of planes which saved more than 2 man-hours each month.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association for Computing Machinery
  • Certified Hospitality Supervisor through AHLEI
  • Lions Club
  • Rotary International
  • Certified Meeting Planner (CMP)
  • American Medical Informatics Association
  • International Association of Conference Centers (IACC)
  • Asian American Hotel Owners Association (AAHOA)
  • American Hotel & Lodging Association (AHLA) Member
  • Institute of Hospitality Affiliate

Certifications

  • First aid and CPR
  • Certified Business Analysis Professional (CBAP)
  • Certified Hotel Reservation System Specialist (CHRSS), Power BI
  • Certified Rooms Division Expert (CRDE), Ironclad Systems
  • Certified Public Accountant
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)
  • First Aid/CPR Certified
  • AED and CPR
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Guest Service Professional (CGSP), AHLEI

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