• Developed new and improved existing reference materials of products and services offered in two newly opened & distinct properties; One Dalton Street, Boston (less than a year-old) & New York Downtown (3-year-old) for a team of 12 people.• Facilitated training with new Agents and mini-review sessions with existing Agents on the usage of Opera, HotSos, and other Four Seasons Hotels & Resorts propriety software to carry out daily tasks most efficiently and effectively.• Achieved an 87.6… Show more • Developed new and improved existing reference materials of products and services offered in two newly opened & distinct properties; One Dalton Street, Boston (less than a year-old) & New York Downtown (3-year-old) for a team of 12 people.• Facilitated training with new Agents and mini-review sessions with existing Agents on the usage of Opera, HotSos, and other Four Seasons Hotels & Resorts propriety software to carry out daily tasks most efficiently and effectively.• Achieved an 87.6 average score on the Pre-Arrival benchmark when taking on the role of Guest Recognition Specialist for a 6-month period; this requires attention-to-detail, rapport with other departments, good multitasking & logistical coordination. Show less

• Revamped the AM & PM Desk and Phone Shift checklists for Service Agents & PBX Operators to improve levels of anticipatory service extended to guests; resulted in increases in Perfect Arrival Initiative Score from 5-7 to 8-10.• Contributed extensively towards guest experience delivery by holistically answering phone calls, promptly closing guest accounts upon check out, ascertaining satisfaction and tackling complaints by using experienced judgment and discretion.

• Supported the General Manager and Front of House by being responsive to demands during private functions such as logistical planning, handling Reserve/OpenTable and Caviar, and greeting and seating restaurant patrons.• Delivered final products from kitchen to guests and performed takeout food packaging duties while tending to an average of 175 guests during a typical weekday shift and an average of 250 guests during a typical weeknight shift.

• Collaborated frequently with members of the Executive Board such as Vice President of Membership, Pledge Master, and Vice President of Finance to set membership requirement guidelines for the members of the organization.• Tallied attendances for various required and non-required events by developing a comprehensive Google Sheets document, which allowed for added transparency and accountability for the members of the organization.

• Coordinated both small scale and large-scale events that involved not only current members, but also alumni members from this chapter as well as members from other chapters to foster good relations and networking opportunities.• Initiated the clean-up of an organization-wide alumni member database that contains relevant information that allows for current members to create connections with alumni members that are within their interested field.

• Assisted owner to start up a new fast-casual Food & Beverage venture by developing local and Western food menus, company’s Standard of Procedures, Human Resources manual, training and incentive programs for all employees.• Established the company’s short-term strategy, marketing plan, organizational structure, service facilities layout, Facebook and Instagram presence as well as a company-wide Google Docs handbook on how to analyze traction and online traffic.

• Developed and conducted quantitative market research via customer surveys to a sample group of 200 people and focus groups to a random sample of regular and non-regular customers.• Analyzed branding and promotional campaigns conducted in-store and online in relation to the business’s sales revenue to evaluate the impact on the existing sales performance of the business.• Implemented employee appraisal such as meetings between managers and employees in efforts to improve human… Show more • Developed and conducted quantitative market research via customer surveys to a sample group of 200 people and focus groups to a random sample of regular and non-regular customers.• Analyzed branding and promotional campaigns conducted in-store and online in relation to the business’s sales revenue to evaluate the impact on the existing sales performance of the business.• Implemented employee appraisal such as meetings between managers and employees in efforts to improve human resources and customer service issues. Show less