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Skills

  • Communications
  • Customer satisfaction
  • MS Office
  • Client relationship management
  • Cisco Switchboard knowledge
  • Hospitality industry knowledge
  • Excellent communication
  • Safety measures
  • Operations management
  • Bilingual in Spanish

Work Experiences

  • Effectively communicated with management about critical customer issues.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Was in charge of transporting soiled linens to the laundry.
  • Professional communication skills and clerical duties were provided by me.
  • Informed the spa supervisor of any relevant schedule changes.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Kept track of client requests and completed them on time.
  • Was in charge of the entire facility's upkeep and notified maintenance when service repairs were needed.
  • Kept a meticulous financial filing system.
  • Any unprofessional behavior from clients was reported to management.

Summaries

  • Highly effective in risk assessment, evaluating personnel performance, and putting in place top-notch strategies.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Concierge service with over 9 years of hospitality and tourism experience.
  • Articulate
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Deadline-driven
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • While maintaining a clean, visually appealing day spa, a Spa Receptionist capable of handling high call volumes and scheduling appointments for 8 spa staff.
  • Determined sales and marketing professional with 11 years of experience in category industry.

Accomplishments

  • Developed regular clientele by remembering client preferences, contributing to 32% year-over-year growth in repeat business.
  • Introduced spa rewards program, generating 17% increase in client loyalty.
  • Collaborated with marketing team to create special spa incentives, driving a 59% uptick in memberships.
  • Increased sales 2% over 18 months.
  • Assisted in launching spa promotions resulting in 18% more bookings during off-peak hours.
  • Handled customer escalations efficiently, resolving complaints and maintaining a customer retention rate of 58%.
  • Trained new spa concierges in all front-desk operations and spa service standards, enhancing team efficiency by 40%.
  • Achieved a Scrum Master to enhance knowledge of luxury spa services and client care best practices.
  • Tracked financial performance, identifying cost-saving measures that contributed to a 51% increase in profit margins.
  • Assisted in spa retail product inventory management, reducing stock discrepancies by 46%.

Affiliations

  • Society of Women Engineers
  • Member of Hospitality Financial and Technology Professionals (HFTP)
  • Lions Club
  • Affiliate Member of the Association for Hospitality Trainers (AHT)
  • Certified in Crisis Prevention and Management
  • American Marketing Association
  • Toastmasters
  • Certified ‘Professional Spa Manager’ from Ironclad Systems
  • Host and Speaker at Wellness Summits in Columbus
  • Project Management Institute

Certifications

  • First Aid/CPR Certified
  • Certified Hospitality Sales Professional (CHSP) - process
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Certified in Hotel Industry Analytics (CHIA) - program
  • Certified Spa Management (CSM) - initiative
  • First Aid, CPR, and AED Certification – American Heart Association
  • Aromatherapy and Essential Oils Certification - initiative
  • Certificate in Hospitality Revenue Management - procedure
  • Certified in Spa Wellness & Customer Journey Mapping - standard
  • Certified Business Analysis Professional (CBAP)

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