Amber Tobias-Harris
Ai Project Manager
Heber City, Utah 323-400-7587 [email protected]
SUMMARY
Dedicated and proactive Client Success Manager with over 15 years in guest services, over 5 years of experience in management, 2 years specializing in luxury hotel operations, and a lifetime of advocacy.
Proven expertise in front office operations, customer service, and team leadership, with a track record of ensuring seamless guest experiences at luxury resorts and high-volume establishments. With the ability to enhance guest satisfaction and retention through creative problem-solving and a customer-centric approach.
KEY SKILLS
✔ Project Planning & Coordination
✔ Data Lifecycle Understanding
✔ Cross-functional collaboration
✔ Meeting Facilitation
✔Agile & Scrum Management
✔ Cross-Functional Team Leadership
✔ MLOps Awareness
✔Stakeholdr
SOFT SKILSS
✔ Communication
✔ Time Management
✔ Proactive
problem-solving
✔ Adaptability
✔ Conflict Resolution
✔ Client Relation Management
✔ Creative Thinking and
✔ Customer focus
✔ Empathy
✔ Interpersonal Skills
TECH & TOOLS
✔ Jira
✔ Trello
✔ ClickUp
✔ Asana
✔ Google Workspace
✔ Microsoft Team
✔ Slack
✔ MS Project
✔ Confluence
CERTIFICATIONS
Google Project Management
Managing AI Projects: From Strategy to Delivery
PROFESSIONAL EXPERIENCE
Group Reservation Coordinator July 2023 -Present
- Nominated for Team Member of the Quarter: nominated for “Creating Legendary Experiences for the team members, owners, and guests.”
- Data Management: Maintained and updated thousands of hotel records, including payments and bookings, achieving 100% compliance with organizational standards and ensuring data accuracy for seamless operations.
- Cross-Department Collaboration: Facilitated effective communication among Meeting Planners, Sales, Revenue Management, Catering and Events, and the Front Office, ensuring accurate reservation details and contributing to a 20% reduction in booking errors.
- Creative Problem-Solving: Proactively resolved booking discrepancies and collaborated with departments to anticipate customer needs, improving client satisfaction scores by 15% for group reservations and enhancing overall guest experiences.
Front Desk Agent March 2024 - March 2025
- Customer Service Excellence: Delivered prompt and friendly service while accurately processing thousands of transactions, contributing to a 15% improvement in customer satisfaction scores and consistently exceeding service benchmarks.
- Multi-Channel Communication Problem Solving: Managed guest inquiries and resolved issues through phone and in-person interactions, achieving a 95% first-contact resolution rate and increasing customer retention by 5%.
- Upselling and Recommendations: Enhanced guest experiences by providing tailored recommendations for dining, entertainment, and local attractions, driving a 20% increase in hotel amenity usage and boosting ancillary revenue.
Front Desk Supervisor May 2023 - July 2023
- Operational Coordination: Spearheaded daily collaboration with cross-functional teams to deliver clean, organized, and fully furnished rooms, consistently achieving a 95% satisfaction rating in post-stay surveys and exceeding guest expectations.
- Employee Training and Development: Partnered with management to enhance employee onboarding by revamping training materials, integrating feedback, and leading hands-on shadowing sessions, resulting in a 30% increase in new hire proficiency within the first 30 days.
- Customer Advocacy: Resolved guest complaints and concerns with a 98% resolution success rate, ensuring professionalism and contributing to a 20% boost in overall guest satisfaction scores for the year.
Front Desk Agent Jan 2023 - May 2023
- Customer Relationship Management: Cultivated strong customer relationships by understanding individual needs and delivering tailored solutions, resulting in a 20% increase in repeat business and driving improvements in customer loyalty through actionable feedback.
- Operational Awareness: Monitored daily hotel operations, key events, and updates to provide accurate and timely information to guests and staff, enhancing operational efficiency and guest satisfaction.
- Shift Communication: Streamlined shift transitions by effectively communicating critical desk-related information to incoming managers and supervisors, reducing operational delays by 15% and ensuring consistent service delivery.
Staff Member - Teacher Aug 2021- Dec 2022
- Event and Trip Planning: Successfully organized and led overnight and field trips for groups of 10-20 students, creating detailed itineraries, coordinating lodging and transportation, and maintaining 100% compliance with safety protocols.
- Project Management: Oversaw the planning and execution of all School's annual events, managing logistics, coordinating with vendors, and implementing engagement incentives, resulting in a 25% increase in attendee satisfaction and achieving event goals under budget.
- Budget and Resource Management: Managed budgets for trips and events, negotiating vendor contracts to reduce costs by 15% while ensuring high-quality experiences.
- Risk Management: Conducted thorough site research, developed contingency plans, and ensured strict adherence to risk management guidelines, achieving zero safety incidents during off-campus activities.
Lead Consultant May 2019 - June 2021
- Quality Management: Actively contributed to the company’s Quality Driven Management (QDM) system by upholding high-quality standards and implementing process improvements, resulting in a 10% increase in operational efficiency.
- Leadership and Collaboration: Collaborated closely with management and led by example with minimal supervision, ensuring consistent adherence to quality and performance benchmarks across the
team.
- Team Standards Adherence: Maintained a professional and consistent work environment by enforcing retail center protocols, achieving a 95% compliance rate among team members.
- Operational Support: Streamlined workflows and optimized processes to improve efficiency, reducing turnaround times by 15% and aligning operations with company goals.
Social Media Coach March 2017 - Aug 2021
- Curriculum Development: Designed and executed weekly coaching sessions focused on confidence, clarity, and self-advocacy, resulting in 90% positive feedback from participants.
- Community Outreach: Led public workshops and spoke on panels, representing the brand at networking events and expanding local visibility by 3x.
- Social Media Management: Increased social media engagement by 70% through consistent content creation, storytelling, and live community interactions.
- Event Management: Planned, marketed, and facilitated over 12 in-person and virtual community events, boosting overall client retention by 40%.
Facilities Assistant January 2017 – May 2019
- Facility Supervision: Managed daily building operations, ensuring seamless execution of programs and events while providing outstanding service to guests and participants, resulting in a 98% satisfaction rate in post-event surveys.
- Administrative Support: Streamlined facility operations by performing accurate daily data entry, managing email correspondences, and coordinating room schedules, reducing scheduling conflicts by 20%.
- Event Coordination: Efficiently executed room setup and teardown in alignment with program and event requirements, contributing to a 98% on-time event readiness record under the direction of the Facility Manager.
Project Development Leader (Americorps) September 2016 - September 2017
- Coaching and Mentoring: Delivered life skills and resume-building coaching to cohorts of 10–25 at-risk youth (ages 16–24), empowering 85% of participants to achieve personal or professional milestones, such as securing employment or pursuing education.
- Trauma-Informed Training: Utilized trauma-informed practices and Positive Youth Development strategies to help youth overcome barriers, fostering resilience and increasing program engagement by 20%.
- Crisis Intervention: Responded promptly to emergencies, ensuring safety and connecting youth with appropriate resources or referrals, maintaining a 80% resolution rate for crisis situations.
- Documentation and Reporting: Maintained comprehensive and accurate records for all youth interactions, ensuring 100% compliance with program requirements and enhancing reporting efficiency.
- Training and Workshop Development: Designed and facilitated interactive workshops and trainings tailored for diverse audiences, increasing participant satisfaction scores by 25%.
- Volunteer Recruitment and Training: Successfully recruited, trained, and managed a team of volunteers, increasing volunteer retention by 30% and supporting long-term program sustainability.
Youth Guidance Work May 2015 – August 2015
- Direct Service: Provided hands-on mentorship and support to high-risk youth aged 4 to 12, creating a safe, engaging environment that contributed to a 95% program retention rate and measurable improvements in participants’ social skills.
- Behavior Modeling: Consistently demonstrated and reinforced pro-social behaviors, resulting in a 30% reduction in conflict incidents and fostering emotional regulation and positive peer interactions among youth participants.
- Family Engagement: Cultivated strong relationships with families through regular communication, ensuring alignment in support strategies and achieving a 90% satisfaction rate in family feedback surveys.
- Youth Advocacy: Served as a trusted mentor and advocate, addressing individual needs and fostering an inclusive environment, leading to a 20% increase in program participation and overall youth engagement.