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Skills

  • Budgets
  • Complaint handling and issue resolution
  • Cross-departmental collaboration
  • Communications
  • Team management
  • Organization
  • Interpersonal communication
  • Customer retention strategies
  • Reporting capabilities
  • Conflict resolution and de-escalation

Work Experiences

  • Collaborated with department heads to revise service guidelines.
  • Collaborated with category and vendors.
  • Answered 8 calls per several months to help customers with their questions and concerns.
  • Coordinated multi-lingual guest support efforts, ensuring a positive experience for international clientele and decreasing support escalations by 73%.
  • Coordinated custom guest services for framework.
  • Coordinated for method.
  • Contributed to a 55% increase in overall team productivity.
  • Collaborated with program and vendors to coordinate custom guest services for initiative, increasing service satisfaction levels by 39%.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Solved standard issues, improved operations, and provided excellent customer service.

Summaries

  • Accomplished Concierge Assistant Supervisor.
  • Looking for a job as a Concierge at a high-end hotel.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Aligned team on priorities.
  • Adept at resolving scheduling conflicts and managing high-volume requests, ensuring minimal disruptions to guest satisfaction while improving operational flow.
  • Achieved a 64% increase in staff productivity.
  • Collaborated with several departments.
  • Achieved a 23% faster acclimation period for new hires.
  • Award-winning supervisor.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with team of 16 in the development of process.
  • Documented and resolved metric which led to initiative.
  • Enabled 24/7 concierge desk availability by implementing a rotating shift schedule, improving guest support satisfaction by 18%.
  • Led cross-functional efforts with the events and catering teams, facilitating upscale guest experiences for weddings and special events, resulting in a 54% increase in referrals.
  • Reduced response time for ad hoc guest requests by 58% by streamlining communication and workflow processes within the concierge team.
  • Implemented luxury service management protocols, boosting Net Promoter Score (NPS) by 74% across guest feedback channels.
  • Expanded local business partnerships, ensuring guests had access to exclusive offers, resulting in a 68% increase in guest use of nearby attractions.
  • Collaborated with hotel management to roll out a new guest communication app, reducing the volume of phone inquiries by 27% while enhancing service delivery times.
  • Monitored and analyzed key performance metrics for concierge services, delivering insights that increased operational performance by 83%.
  • Formed strategic partnerships with local entertainment venues and dining establishments, boosting guest participation in third-party experiences by 28%.

Affiliations

  • Society for Hospitality and Foodservice Management (SHFM)
  • Hotel Concierge Professional Development Institute
  • Lions Club
  • Freemason
  • Corporate Concierge Network
  • Event Concierge Association
  • Hostelling International Affiliate Network
  • Professional Guest Service Network
  • Toastmasters
  • Certified Hospitality Concierge (CHC)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • Managed Travel Coordinator Certification - Miscellaneous
  • Certified Team Leader in Hospitality Services (CTLHS) - Meridian
  • Salesforce
  • CompTIA Security+
  • CompTIA A+ Technician
  • CompTIA Network+
  • Strategic Hospitality Management Certificate - method
  • Certified Public Accountant

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