Customer Service Management
Resume:
Louis Outram
Olney, Maryland, 20832
********@***.***
WORK EXPERIENCE
GABLES RESIDENTAL, Baltimore, MD
Resident Services Concierge, May 2016 – Present
Residential package management including but not limited to receiving, storing, and distributing to residents.
Perform office duties on a temporary basis when needed.
Deliver superior customer service; acknowledge residents by name and greet all guests
Direct service requests to maintenance and escalate issues as needed to management.
Understand and maintain property rules
Provide information about local features, such as shopping, dining, nightlife, or recreational destinations.
Greet prospects, guests, and current residents
GREYSTAR MANAGEMENT, North Bethesda, MD
Concierge, Apr 2012 – May 2016
Greet prospects and residents as they enter office/leasing area to ensure comfortable, friendly entrance
Answer phone calls and route accordingly to team members for assistance.
Manage all package deliveries by documenting package information and notifying residents.
Perform support/administrative tasks including but not limited to paperwork, data entry and other tasks.
Ensure clubhouse amenities are in tour condition prior to the leasing office opening each morning.
Maintain the guest suite schedule to ensure proper payment and cleanliness upon guest departure.
Coordinate deliveries and move-ins/outs via the loading dock. Ensure proper management of freight elevator as applicable.
AVALONBAY COMMUNITIES, Rockville, MD
Concierge, Jan 2008 – Apr 2012
Greet visitors and residents upon entry to the property
Manage the package management system for the 497 apartment property.
Setup leasing appointments for prospective residents.
Maintain common-area apartment facilities.
Attend to residents needs including, but not limited to transportation services, and local recommendations.
MARRIOTT INTERNATIONAL, Washington DC, DC
Front Desk Associate, Apr 2005 – Apr 2008
Greet, register, and assign rooms to guests of hotels or motels.
Contact housekeeping or maintenance staff when guests report problems.
Issue room keys and escort instructions to bellhops.
Keep records of room availability and guests' accounts, manually or using computers.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Record guest comments or complaints, referring customers to managers as necessary.
Review accounts and charges with guests during the check out process.
Make and confirm reservations.
Reservation Sales/Customer Care Specialist, Jul 1999 – Jun 2005
Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
Make and confirm reservations for hotel accommodations, using telephones, faxes, mail, and computers.
EDUCATION
Montgomery College, Rockville, MD
Completed coursework towards Business Communications, Apr 1980
ADDITIONAL SKILLS
Extensive front desk and guest management experience
Excellent ability to anticipate and respond to individual guest needs and preferences
Exceptional skills in handling diverse types of guests with courtesy and professionalism
Good oral and written communication skills
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