Customer Service Manager

Kurt Williams *** Carroll Street Brooklyn, NY ****1

Home 718-***-**** • Cell 917-***-**** • ********-****@*******.***

Objective Seeking a position which will continue to advance my twenty years of customer

service experience in the Hospitality Industry specifically in Front office

operations, Guest Relations, Staff Training, strong leadership skills I also have

the unique ability to think “outta the box”, I believe a true leader is defined by

leading by example.

Experience 2009-Present Glitz & Stuff New York, NY

Owner

Own and operate a retail costume jewelry business specializing in events and in

house parties. Hire, train and manage two to three employees throughout the

year. Best known for being on top of the “trends” and providing customer

service that is second to none.

2007-2009 The Sports Club LA New York, NY

Operations Division Manager

Total operations management to include guest reception and housekeeping

departments. Focus on services provided at guest reception to ensure optimal

club experience. Main responsibilities included managing customer service,

VIP/Celebrity liaisons and corporate accounts. Managed a staff of 17

associates to ensure all areas of the club exceeded health and club standards.

Ensured smooth operation of guest relations and housekeeping as a

department head on the executive committee.

2005-2007 Park Central New York New York, NY

Guest Relations Manager

1. Oversee Guest Response Department and ensure that all requests are fulfilled in timely

manner. Responsible for daily guest satisfaction, guest feedback, and all aspects of

customer service. Train and manage all Guest Relations Agents, supervise daily activities

and ensure standard of customer service. Meet the needs and expectations among corporate

clients attending functions and meetings in the hotel banquet facilities. Serve as head

liaison for all V.I. P. guests while working closely with the Sales Department to secure

group, transient and food and beverage revenues.

1995-2001 Loews New York New York, NY

Concierge – Guest Service Agent

2. Responsible for the check-in and smooth departure of all hotel guests in a timely, efficient

and courteous manner, resolving any and all guests related issues and concerns. Worked

with tourist organizations and travel agents to secure reservations for group rooms, theatre

tickets and transportation revenues. Monitored and audited the hotel’s foreign exchange

bank and traveler’s check exchange.

Education

1983 -1988 Virginia State University Richmond VA Masters in Human Behavior

3. 1999 Certification from the American Academy of Hospitality Sciences

Skills Proficient in Microsoft Word, Excel, Outlook, Access. Also proficient in Ceridian,

ADP, Expresso, Fidelio and Opera Reservation Systems.

Reference Available Upon Request

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