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Skills

  • Sale expertise
  • Method equipment
  • Budgets
  • Ramp service
  • Bilingual in Mandarin and Portuguese
  • Employee interaction
  • Staff supervision
  • Emergency care
  • Guest satisfaction specialist
  • Skilled negotiator

Work Experiences

  • Escorted guests to their rooms and transported their belongings.
  • Was able to provide services quickly and with a high level of accuracy.
  • Improved the bottom line by streamlining framework processes, budgets, and procurement strategies.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Water glasses, toiletries, and paper products were among the items I replenished in the guest room.
  • Accommodated last-minute changes.
  • Achieved a 64% reduction in escalations to management.
  • Collaborated with process customers to determine their needs and deliver category service.
  • Handled requests for assistance, toiletries, and personal care items from guests.
  • Was in charge of developing departmental goals, work schedules, budgets, and policies.

Summaries

  • Rooms Controller is a multi-talented Rooms Controller who is consistently rewarded for planning and operational improvements.
  • Within Travel and Hospitality, senior Rooms Controller and outstanding performer in workflow optimization and data analysis.
  • Optimistic and outgoing individual who enjoys meeting new people.
  • Skills in front desk management and booking strategies have been demonstrated.
  • Quick to pick up new skills and eager to join a customer service-oriented team.
  • Driven and service-oriented, with a commitment to providing guests with a world-class experience.
  • Rooms Controller with 12 years of successful project management and process improvement experience.
  • Expert in the most effective cleaning methods and products.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • I aspire to be the next great tour guide for Cedar Works.

Accomplishments

  • Developed Tableau customer loyalty program, which became a model for hotels nationwide.
  • Negotiated with guests during overbooking situations, achieving a 71% retention rate while also minimizing long-term impact on guest satisfaction.
  • Collaborated with team of 10 in the development of initiative.
  • Spearheaded a project to refine room tracking accuracy, achieving real-time updates that led to a 23% decrease in guest wait times.
  • Used data analysis tools to forecast peak room demand, leading to better room pre-blocking and a guest satisfaction increase of 37% points.
  • Trained team members on new room allocation software, resulting in a 35% increase in room tracking accuracy.
  • Reduced check-in and check-out processing times by implementing Workday, achieving a 77% faster guest turnover.
  • Worked with the revenue team to ensure that the dynamic pricing model was reflected in room allocation, leading to a 44% increase in revenue during high-demand periods.
  • Analyzed daily room allocations and adjusted forecasts, increasing room assignment efficiency by 80%.
  • Introduced personalized guest experience initiatives through room block management, which increased repeat visitor rates by 31%.

Affiliations

  • American Medical Informatics Association
  • National Concierge Association (NCA)
  • Association of Information Technology Professionals
  • Hospitality Leadership Development Program Graduate (2024)
  • Freemason
  • Luxury Hotel Operations Certification
  • Society of Human Resource Management
  • International Association of Reservation Executives (IARE)
  • Association for Computing Machinery
  • American Society of Safety Professionals

Certifications

  • Certified Hospitality Facilities Executive (CHFE), AHLEI
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Front Office Manager (CFOM), Beacon Labs
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Hotel Reservation System Specialist (CHRSS), Power BI
  • Advanced Leadership Certification in Hotel Operations, Beacon Labs
  • Certified Digital Marketing Professional (CDMP), for Hotel and Lodging
  • Certified Hospitality Housekeeping Executive (CHHE) – (AHLEI)
  • Certified Hospitality Revenue Manager (CHRM) – Lakeside Partners

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