Lead Tours Concierge Resume Example Marriott International

LEAD TOURS CONCIERGE

Professional Summary

Sales/ Front of House Manager with over 20+ years of successful experience in Restaurant Management,Hospitality Leadership and Sales. Recognized consistently for performance excellence and contributions to success in guest service industry. Strengths in guest services and goal oriented objectives for excellent experiences in tourism industry.

Work History

Marriott International- Lead Tours Concierge
Seattle , WA11/2016 - Current

Maintained front desk's concierge book to provide visitors with access to relevant local information.
Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Provided each guest with list of hotel's upcoming activities and events upon check-in to enhance stays.
Arranged for transportation to and from airport, train station and events for visitors.
Supported local museums, restaurants and other tourist-oriented spots by promoting events to hotel guests.
Facilitated visitor requests for dining and tourist attractions by researching various venues and locales. Maintained positive partnership with locally owned businesses
Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
Handled multiple calls per daily/weekly to address customer inquiries and concerns.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Completed weekly task to ensure compliance with relevant brand standard regulations.
Increased customer satisfaction by resolving issues.
Conducted research, gathered information from multiple sources and presented results.
Prepared variety of different written communications, reports and documents to ensure smooth operations.

Assurant- Lead Sales Representative
Baton Rouge , LA01/2017 - Current

Championed company products and added to 65% increase in quarterly revenue.
Provided exceptional customer service to foster client loyalty and satisfaction.
Implemented new marketing initiatives to drive sales and improve overall performance.
Achieved and exceeded sales goals.
Kept detailed track of sales and customer information using microsoft office, continuously updating data to maintain accuracy.
Worked closely with accounting department to understand full scope of visitors guide and provide top-notch salesmanship to customers.
Studied product and local markets to adjust sales pitches and adapt strategies for optimized sales.
Conducted surveys of customers to understand successful sales tactics and strategize improvements in processes.
Promoted brand awareness and utilized networking to increase brand development. Became member of several organizations that cultivated business relationships.
Negotiated contracts and sales terms with new and existing clients.
Generated leads based on local markets and economies with 80% success rate.
Reported sales data to upper management as directed.
Used relationship sales tactics to sell print ad/social media to customers.
Maintained optimal financial controls by following loss prevention procedures and protecting cash assets.
Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Informed customers of promotions to increase sales productivity and volume.
Conferred with customers to understand needs and make targeted advertising recommendations.
Built and cultivated long-term quality relationships with over 35 clients by addressing needs and providing superior customer service.
Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 100%.
Identified new targets, developed new business opportunities and presented product lines to customers.

Amazon.Com, Inc.- Store Manager
Detroit , MI07/2015 - 11/2016

• Encouraged store growth through building relationships with new/existing customers
Appraising vehicles for maximum loan/pawn offers to new and existing accounts
Gain trust and knowledge of collections by maintaining better than company average of past due accounts
Worked with dealers on wholesale of recovered vehicles
Maintained working relationships with all levels of employees and vendors
Worked within scope business to establish budgets and goals for store
Gained greater experience in verbal and written communication to enhance scope of employment
Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

Harris Baking Company- General Manager/Director
City , STATE07/2005 - 12/2014

Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
Trained, coached and mentored staff to support smooth adoption of new business.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development.
Identified and capitalized on community business opportunities with effective networking.
Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Oversaw and improved Scratch bakery items deliveries worth over $1.5 million per year through efficient coordination of daily operations.

Skills

Brand promotion
Sales strategy
Client and Guest relationship building
Meeting sales goals
Employee training
Sales forecasting

Performance improvement
Marketing and advertising
Staff Management
Employee Retention
Collaborative Leadership
Brand success

Education

Savannah Technical CollegeCity, StateAssociate Degree In Business: Business

Dean's List consistently most semesters
Professional development completed in Human Resource Management
Majored in Hospitality Management/Accounting Management
Coursework in Hospitality Management, Marketing Management and Project Management

South UniversityCity, StateHospitality Management: Hospitality And Marketing

Majored in Business Management
Minored in Accounting Management
Graduated with 3.25 GPA

Resume Overview

School Attended

Savannah Technical College
South University

Job Titles Held:

Lead Tours Concierge
Lead Sales Representative
Store Manager
General Manager/Director

Degrees

Associate Degree In Business : Business
Hospitality Management : Hospitality And Marketing

Lead Tours Concierge Resume Example

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