Hospitality and Personal Assistant Professional
Resume:
Hope Miller
Highly experienced and reliable working professional with an exceptional work ethic and
client satisfaction record.
Winter Park, FL 32792
************@*****.***
It is my intention to grow as a professional, and a person, in a career that will be beneficial and rewarding for both myself and the company. With a proven track record for exceptional service and attention to detail, I look forward to the opportunity to incoporate my experiences and skills with an existing team, and continue to develop them.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Independent Contractor
Self-employed - Altamonte Springs, FL
January 2017 to Present
During employment gaps, filled time with learning new skills, and contract work. Provided excellent service to a number of individuals, and maintained discretion and confidentiality on behalf of all clients.
This allowed the sharpening of already held skills, and constantly acquiring new ones. Personal Assistant Roles:
• Cleaned and disinfect living quarters for consumers.
• Prepared, organized and stocked the residence during and prior the family's travels, and/or as a bi- weekly service for working professionals.
• Handled most of the organizing and coordination of special indoor and outdoor events, located on clients property or at an offsite location, utilizing prior event experience.
• Acted as hostess to client's incoming guests or business partners as needed while awaiting client's arrival to the residence, ensuring guests were comfortable and that all needs were attended to, and that any hired vendors or additional staff were given cues or assisted with services, as needed.
• Worked close with service vendors and contractors, and monitored client's home projects closely, as needed.
• Opened, sorted, and distributed incoming correspondence, including faxes and emails.
• Filed and retrieved personal documents, records, and reports.
• Reviewed reservations and contracts both to process incoming payments and attach them to the appropriate account if needed, and to follow up on overdue payments from clients and vendors.
• Answered phone calls to appropriate parties or took messages.
• Helped plan or coordinate social outings, activities and events on a weekly or biweekly basis to ensure clients social and emotional needs are attended to.
• Researched vendors, locations, and services as needed to help ensure clients had the best experiences possible while traveling, or encountering unfamiliar situations in their day to day.
• Responsible for health, enrichment, and appearance of client's pets' while onsite. Event Roles:
• Fulfilled contracted roles, either by temping as a venue/ event attendant, decorator, or coordinator for a few local venues. Also assisted with offsite decor for private events or at venue of client's choosing. I.e. decor, linens, florals, physical labor/ set up, tent pitching, load and unload, etc.
• Primary point of contact for the weddings for two acquaintances, both to reschedule prior services or request credit transfers from pre-Covid deposits, and to find the best vendors and venues to host the events, in the current climate.
• Assisted with the RSVP to ensure all guests attending are accounted for.
• Answered any incoming questions about staffing needs for vaccination or COVID-19 requirements, moving forward.
• Working on pricing out services, and acquiring necessary licensing and supplies to operate as a private event coordinator at this time, as well.
Document Specialist for Vroom
24-7 Intouch
February 2021 - March 2021
• Assisted clients with contract questions and delivery of paperwork necessary for vehicle sales, trade ins, and servicing.
• Also assisted with customer service related tasks, data entry, and keeping clients informed and up to date.
• Responsible for clearly notating client accounts and notes with relevant information, and for filling out tickets for support to service.
• Unable to continue in the role due to relocating. Event Coordinator / Front Desk Coordinator
Elizabeth Pointe Lodge - Fernandina Beach, FL
December 2019 to January 2021
Applied for Front Desk Agent position initially. Upon resume review, Innkeeper asked to arrange a secondary interview, to discuss the possibility of taking over the Inn's events department. Accepted both positions, and quickly settled into my roles. Later moved into the Front Desk Coordinator role in August 2020.
• Provide excellent customer service to guests throughout their stay, from check-in to check-out.
• Demonstrated adeptness at managing customer concerns and ensuring guest satisfaction throughout all areas of the Inn.
• Responded to lodging and event inquiries from prospective guests in a timely, friendly and efficient manner.
• Answered questions about the Inn's accommodations, rates and amenities.
• Handled all event communications on a day to day basis, and served as primary point of contact for all event contracts and vendors.
• Oversaw all group sales and events encompassing planning, servicing, and billing.
• Maintained a portfolio of vendors/clients
• Tailored events according to the personal tastes and budgets of clients, managing and exceeding expectations.
• Organized and maintained event details in Microsoft Excel, Google Drive, and Word documents.
• Entered guest information into Resnexus Reservations system in order to generate guest accounts, or update outdated account and billing information.
• Walked guests through policies and procedures during booking process, and addressed any questions or concerns they may have.
• Collected deposits and payments, and provided updated receipts and balance information for these transactions as needed.
• Reviewed reservations and contracts both to process incoming payments and attach them to the appropriate account if needed, and to follow up on overdue payments from clients and vendors.
• Processed refunds, cancellations, and created and applied held credits for reschedules alongside Innkeepers and General Manager.
• Authorized discounts or special rates for select reservations.
• Upsold rooms, packages, and services throughout each booking process, when appropriate.
• Utilized information gathered from relationship building with each and every guest to find ways to enhance their stay (i.e. complimentary upgrades to the guests rooms and experiences, adding personal touches and enhancements)
• Created and processed invoices as needed for guests and third party vendors.
• Built strong relationships with vendors and guests to ensure return service and strong reputation.
• Maintained and updated all official documentation pertaining to the role.
• Ensured all assigned tasks and reports are completed by Morning, Evening, and Overnight shifts.
• Responsible for onboarding, initial and regular training of new hire and current front desk agents.
• Maintained Square POS system, and provided regular training on any updates or changes to all servers, bellmen, and front desk agents.
• Inventory Management and supply ordering as needed for various departments.
• Wine and Beer Inventory tracking and replenishing.
• Designed packages for both hotel stays and for wedding and special event marketing.
• Worked closely with housekeeping to coordinate room turnovers, stay enhancing package staging within rooms, maintenance requests, and maintained up-to-date status reports.
• Cross trained and provided assistance in many departments of the inn as needed (dining room/ serving, housekeeping, maintenance, physical event set up, etc.)
• Cross trained at sister location Amelia Island Vacations vacation rental company, and provided support during peak season.
• Attended weekly manager's meetings, providing weekly reports and communications for the General Manager and Innkeepers.
• Provided and responded to suggestions and feedback from all departments within the inn with intent to improve overall guest experience.
• Performed job functions with strong attention to detail, speed and accuracy.
• Implemented and streamlined new and existing event formatting, marketing, and offerings, which created an increase in inquiries, closed leads, and revenue.
• Assisted with developing new cost-effective food and beverage menus to increase sales while reducing food & beverage costs for in-house restaurant and catering.
• Pitched that smaller events allowed more ability to personalize each event's offerings, closer attention to detail, and a stronger client relationship.
• Created a new event format that allowed the Inn to reintroduce weddings without requiring a buyout option, which increases the number of events able to be booked within a year, especially during peak season.
Guest Service Associate
European Wax Center - Altamonte Springs, FL
January 2019 to April 2019
• Responsible for all opening and closing procedures of the center, maintaining the front of the center, and managing inventory as needed.
• Assists with the flow of guests in and out of the center and assisting with questions as needed.
• Manages the Reservation Book with regards to the guest's requests and associate's availability.
• Appointment scheduling, billing and daily cash management using Millennium POS software.
• Initiate contact with the customers via social media or phone call, and generate appointments and sales by determining customer's needs.
• Educates all guests on benefits and savings of Wax Passes, on European Wax Center's product portfolio, and on current in-center promotions.
• Create a memorable guest experience, turning guests into clients, while upholding EWC's vision and ideals.
• Contributes to maintaining and exceeding center and individual goals, i.e. retail and membership opportunities.
Retail Sales Associate/ Key Holder
GNC Live Well - Altamonte Springs, FL
August 2017 to March 2019
• Provide exceptional customer service to individuals visiting the store.
• Initiate contact with the customers via social media or phone call, and generate sales by determining customer's needs.
• Display awareness of all store communications including product information, current advertising, promotions and other marketing initiatives.
• Demonstrate strong product knowledge.
• Work with store management in opening, closing and operating the retail facility. Including but not limited to cash handling, inventory count and deposits according to GNC procedures.
• Ability to work a flexible schedule (i.e. Holidays, weekends)
• Develop product knowledge by learning the features, advantages and benefits.
• Achieve and exceed the personal sales and productivity goals.
• Assist in maintaining store appearance.
• Receive, check, and shelve merchandise.
• Display a strong understanding and commitment of GNC's Vision and Values.
• Moved on to other opportunities, in hopes of growth and new experiences. Temp Worker
Advantage Solutions - Sanford, FL
April 2017 to July 2017
• Generate brand awareness and positive product impressions to increase sales.
• Assess customer's individual needs and interests in order to best recommend products.
• Timely completion of all call reports, paperwork, and on-going personal training by required deadlines.
• Data entry and research as needed for recent projects.
• Set up, break down, product preparation and sampling during demonstrations. Education
High school diploma or GED
Yulee High School - Yulee, FL
August 2012 to March 2015
Skills
• Retail Sales (4 years)
• Customer Service (4 years)
• Front Desk
• Guest Service
• Reception
• Microsoft Office (9 years)
• Medical Coding (1 year)
• Medical Billing (1 year)
• Administrative Skills (2 years)
• Time Management
• Basic Math
• Training & Development
• Guest Services
• Sales Experience
• English
• Microsoft Excel
• Microsoft Word
• Google Docs
• Phone Etiquette
• Salon Software
• Millennium
• Product Demos
• Employee Orientation
• ResNexus Property Management Software (1 year)
• DocuSign (2 years)
• LiveRez Vacation Rental Software (Less than 1 year)
• Hotel experience
• Multi-line phone systems
• Office experience
• Guest relations
• Customer support
• Computer literacy
• Sales
• Salesforce (1 year)
• Hospitality
• Pricing
• Research
• Product Development
• Honeybook CRM Software (1 year)
• Event Planning
• Negotiation
• CRM Software
• Host/hostess experience (2 years)
• Help desk (2 years)
• Transcription
• Personal Assistant Experience
• Marketing
• Event Marketing
• Office Management
• Management
• Housekeeping (2 years)
• Upselling
• Typing
• Project management
• Five9 Software (1 year)
• Contracts
Links
https://www.linkedin.com/in/hope-miller-691273131
Certifications and Licenses
SafeStaff Food Handler
May 2017 to May 2020
Trained and certified as a Safe Staff Food Handler Hospitality and Tourism Management Certification
April 2020 to Present
A certification offered by Florida Atlantic University. This certification program prepares students for management positions in multiple segments of the world’s largest service industry.
Certified Food Handler
August 2021
Renewed prior certifications in August 2021.
Certified Onsite Alcohol Seller/Server
August 2021
Renewed prior certifications in August 2021.
Assessments
Customer Service — Expert
July 2020
Identifying and resolving common customer issues
Full results: Expert
Customer Focus & Orientation — Expert
August 2020
Responding to customer situations with sensitivity Full results: Expert
Front Desk Manager (Hotel) — Expert
August 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data. Full results: Expert
Active Listening — Highly Proficient
August 2019
Actively listening and appropriately responding in conversations. Full results: Highly Proficient
Work Style: Conscientiousness — Expert
August 2019
Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
Full results: Expert
Scheduling — Highly Proficient
November 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Highly Proficient
Customer Service — Expert
July 2020
Identifying and resolving common customer issues
Full results: Expert
Front Desk Agent (Hotel) — Expert
November 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Expert
Front desk agent (hotel) — Expert
November 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Expert
Customer focus & orientation — Expert
July 2021
Responding to customer situations with sensitivity Full results: Expert
Basic attention to detail — Expert
August 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS AND STRENGTHS
• Innovative, creative and detail-oriented
• Excellent customer service orientation
• Strong interpersonal skills
• Excellent verbal/ written communication; Average of 72 wpm typing speed.
• Proficient in ResNexus, NexTech and Millennium operations and software.
Contact this candidate