MICHELLE DE GUZMAN

Accomplished Hotel Room Operations professional, with proved experience in building and developing a strong Guest Relations strategies. Known for leadership and for fostering effective communication among upper management in a union and non-union environment. Hands-on, hardworking and highly motivated and committed to delivering results. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

HI

96761

Lahaina

5510 Lower Honoapiilani Rd, Unit B-26

• The Westin Riverwalk San Antonio – Q4 2018 Passion Award Winner
• The Westin River North Q1 2017 Leader of the Quarter
• The Westin River North Q3 2016 Leader of the Quarter
• The Westin River North Q2 2015 Leader of the Quarter
• The Westin River North Q3 2014 Leader of the Quarter
• The Westin River North Q2 2013 Leader of the Quarter
• 2015 Illinois Hotel & Lodging Associations 19th Annual Stars of the Industry Nominee
• The Welcome and Farewell Certified Trainer
• February 2016 – Task Force at The St. Regis San Francisco, CA
• November 2015 – Part of The Denver International Airport Pre-Opening Assistance Team
• February 2015 – Task Force at The Sheraton Needham Boston, MA
• Part of the Westin Riverwalk San Antonio LS Integration and Renovation Team
• The Westin Maui Resort & Spa in Ka’anapali
• BLT Champion from 2021 – Present
• Marriott BonVoy Connector
• GXP/Empower Champion
• Consistently Ranked #1 through #3 within the Hawaii Region for the following Categories – Chat Response Time, Room Ready Notification Sent, Ambassador Arrivals Reviewed, Mobile Keys Delivered, and Guest Contactless Journey Index
• Associate Engagement Scores in 2023
• Bell/Valet Overall Engagement Score - 81%
• Front Desk Overall Engagement Score - 94%
• Kids Club Overall Engagement Score - 100%
• Service Express Overall Engagement Score - 82%
• Lanai Overall Engagement Score - 86%
• Consistently Ranked #1 on Marriott Bonvoy Enrollments within the Polynesian & Hawaii Region
• Achieved the highest Marriott Bonvoy Enrollments in 2022 in the country with a success rate of 674% to a goal of 6%.
• Intent to Recommend, Staff Service and Elite Appreciation Scores continue to Improve YOY
• 2022 ITR finished at 69.7 to a goal of 65.0
• 2022 Staff Service finished at 77.2 to a goal of 71.0
• 2022 Elite Appreciation finished at 66.5 to a goal of 60.0
• Generated the highest Upsell Revenue in the hotel history with a total revenue of $4.4 Million