Amaya Robertson

In my role as a Guest Services Manager at The Kimpton Pittman Hotel in Dallas, Texas, I had the privilege of working closely with high-profile guests to ensure their stay was nothing short of exceptional. From planning personalized amenities and events to responding to reviews on social media and creating content for social media, I prioritized quality and efficiency to create memorable experiences for our guests. Through my efforts, we saw a significant increase in overall metrics and gained a loyal following of repeat guests. At the start of my employment, metrics were idling between 40-50% guest satisfaction. After I successfully hired and trained several of our guest service agents, our metrics exceeded 80% for the first time since opening, and we continued to climb. Our overall metric for my department was 98% by the end of my employment.

Conducted showroom sales by showcasing merchandise and identifying target customer base | Successfully closed sales, achieving an average of 30-35 styles sold per account daily | Greeted buyers, provided brand information, and communicated company policies effectively | Presented new product lines and demonstrated various styling options to buyers | Oversaw pre and post preparation of samples, mannequins, and booth decor | Assisted in organizing received, returned, and dropped samples, including steaming, packing, and merchandising | Trained interns on booth set up/breakdown, buyer interaction, branding, POS system usage, and sample packing

Provided outstanding customer service and effectively sold Norwegian products tailored to callers' vacation plans | Processed reservation requests, ensuring a positive and personalized customer experience | Demonstrated strong communication skills and meticulous data entry in Norwegian's reservation system | Proactively escalated and resolved issues, collaborating with relevant departments for swift resolution | Leveraged extensive product knowledge to maximize revenue through upgrades, ancillary products, and add-ons | Maintained high adherence to attendance, quality standards, and performance expectations

Delivered exceptional service, leading a sales team to exceed sales objectives through effective training and mentoring | Formulated and executed strategic business strategies to attract new customers, drive store traffic, and enhance profitability | Responded to customer concerns with professionalism, ensuring prompt resolution and maintaining high customer satisfaction | Ensured compliance with health and safety regulations, prioritizing the well-being of both customers and staff | Led store operations, including hiring, training, and overseeing performance evaluation of new staff members | Successfully managed store budget, inventory, and financial records, optimizing efficiency and cost-effectiveness.

Engaged customers with a customer-centric approach, expertly assessing their needs and providing exceptional assistance | Conducted credit card transactions with precision and utilized effective sales techniques to educate customers about promotions and drive sales | Consistently upsold products, maximizing revenue and enhancing customer experiences | Maintained a visually appealing store by executing creative displays and replenishing stock regularly | Ensured a clean and organized service environment, delivering pleasant customer experiences.