Customer Service Manager

Ihsan Mallory

Real Estate Professional

*********@***.***

Summary

I am a highly motivated, energetic, and fast learner with 10 years of customer service experience and effective

leadership skills. I have Exceptional organizational skills and devoted to delivering Service So Memorable. I am

also an Experienced Front Office Supervisor, who is Hospitable and outgoing. Excellent time management and

multi tasked. With regard to work schedule I’m always Flexible. At all times strive to represent place of

employment in the most professional manner.

Experience

Concierge at AvalonBay Communities

February 2011 - April 2013 (2 years 3 months)

Avalonbay Communities

Riverview/ Riverview North

Work all four shifts between two high rise buildings with over 1100 units

- Helped potential residents sign in for leasing office

- Maintain a peaceful and calm environment for residents and their guest at all times.

- Helped during transitions to new property management system and new management. Facilitated all

training for new associates on BuildingLink.

- Made sure all packages/ deliveries/ guest were logged in correctly and announced.

- Always a smile on my face and willingness to help all residents and work as a team with fellow

associates.

- Established a dog treat program all residential dogs.

Doorman at Related

October 2010 - February 2011 (5 months)

-Confidently and cordially greet all residents and guest upon their entering the community

-Maintain all applicable logs, updates, files, and pertinent computer and/or paper log systems

-Log packages in the computerized package tracking system and obtain resident signature for package pick up

-Assist residents and guest in and out of building

-Keep the entry glass clean

-Keep sidewalk, street and tree pits clean and free of debris

Front Desk Manager at MainStay Suites

March 2008 - January 2009 (11 months)

Hired staff

- Helped in all aspects of opening

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- Ordering of supplies

- In room furniture setup

- Trained all front office staff to handle all guest in a kind and professional manner

Front Desk Agent at Residence Inn by Marriott Center city, philadelphia

January 2005 - October 2007 (2 years 10 months)

Front Office Lead

- Ensure Guest Satisfaction

- Perform guest registration, room assignment and accommodate special requests of customers.

- Proficient in Property Reservations System and FOSSE skills. I also preformed Check-in/checkout duties,

able to handle reservations when needed in MARSHA.

- Supervise areas of lobby, main entrance, guest relations and assist with customer care and technical skills.

- Ensure proper credit when checking out guests and provide the guest with a 0 balance invoice.

- Assist fellow associates in their jobs to ensure that all jobs are completed on time.

- Assist sales with Group sales and direct billing accounts; post checks in FOSSE or A/R folio.Night Audit

when scheduled, review AM, PM and night daily checklist to ensure smooth daily operations.

Night Auditor at Residence Inn

January 2004 - January 2005 (1 year 1 month)

- Housekeeping Inspector

- Responsible for all guest requests and to solve any guest complaints.

- Ensure that the Hospitality and the Guest Response Program was being followed and monitored.

- MARSHA and FOSSE trained for front office duties.

- Very knowledgeable about property, services, area attractions and Marriott Rewards Program.

- Assist guest with obtaining car rental, airline and train tickets, and entertainment locations.

- Assist General Manager with opening Back of House and room inspection during staff shortage.

- Night Audit responsibilities and manage inventory of Market, assist with setting up breakfast.

Skills & Expertise

Hospitality

Front Office

Property Management Systems

Yardi

Microsoft Excel

Customer Service

Microsoft Office

Education

South philadelphia high

H. S. Diploma, 1997 - 2000

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Ihsan Mallory

Real Estate Professional

*********@***.***

Contact Ihsan on LinkedIn

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