Polished and detail oriented Hotel professional with excep4onal qualifica4ons in hospitality

management. Dynamic, personable, self-starter, team player and known for providing unforgeBable service to clients and tourists.

Skills

Experience

FEBRUARY 2008 - SEPTEMBER 2020

Concierge / InterCon4nental Hotel, San Francisco CA Supported local teams, museums, restaurants and other tourist-oriented spots by promo4ng events to guests. Remedied Issues quickly and effec4vely through ac4ve listening, conflict resolu4on & dynamic communica4on skills Facilitated visitor requests for dining and tourists aBrac4ons by researching various venues and locales. Maintained consistent posi4ve customer feedback.

MAY 2005 - JANUARY 2008

Concierge / Hotel Nikko, San Francisco CA

Provided each guest with list of City’s upcoming ac4vi4es and events upon check-in to enhance stay Arranged for transporta4on to and from airport, train sta4on and events for visitors. Provided guests with above -and-beyond service including making outside venue reserva4ons & tours. APRIL 2002 - MAY 2005

Collection Specialist/ Internal Revenue Service,Oakland Researched accounts and completed due diligence to resolve collec4on problems. Used probing techniques to determine debtor’s reasons for delinquency. Set up dra[s and processed immediate payments a[er conduc4ng thorough research & analysis of account. Achieved performance goals on consistent basis.

Hilga Ann

Africa

320 Turk Street #501 San Francisco CA 94102

1-415-***-****

adg6xk@r.postjobfree.com

Hospitality service exper4se

Interpersonal communica4ons

Conference and Mee4ng Planning

• Reserva4ons management

• Travel coordina4on

• Team supervision

OCTOBER 1999 - MARCH 2002

Meeting Concierge / Park HyaB Hotel, San Francisco CA Supervised onsite team, including banquet houseman, audio-visual technicians and facility management team Coordinated florists, photographers, musicians, vendors, and par4cipants during rehearsals, pre-ceremony, ceremony, mee4ngs and recep4on events.

Supported senior leadership by developing status reports on ac4vi4es related to planning, scheduling, inquiries, resourcing, proposal development for various events. JANUARY 1995 - OCTOBER 1999

Guest Service Agent / Grand HyaB Hotel, San Francisco CA Assisted guests with account inquiries and provided informa4on regarding hotel services and ameni4es. Inves4gated guest challenges and sources of dissa4sfac4on to offer 4mely resolu4on. Resolved sources of dissa4sfac4on & implemented processes to prohibit future service obstacles. SEPTEMBER 1994 - JUNE 1998

Front Office Agent, Reservation Agent, PBX Agent /

Howard Johnson’s Hotel Fisherman’s Wharf, San Francisco CA Answered mul4-line phone system to respond to inquiries and transfer calls to correct departments and personnel. Took reserva4ons over phone, in person and via computer for guests and provided confirma4on. Politely welcomed arriving guests, providing room keys and informa4on on ameni4es and policies AUGUST 1992 - SEPTEMBER 1994

Night Auditor / Richelieu Hotel, San Francisco CA

Oversaw night audi4ng du4es, including verifica4on of daily room occupancy and hotel revenue. Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.

Checked-in late-arrival guests, collected payments and verified reserva4on details to maintain customer sa4sfac4on Responded to telephone and in-person inquiries regarding reserva4ons, hotel informa4on and guest concerns Education

Bachelor of Science in Hotel & Restaurant

Management/ Leyte Normal University, Tacloban City Philippines Activities

JANUARY 2014- DECEMBER 2018 Vice-President for Northern California Concierge Associa6on 2015, 2017 & 2019 Co-Chair for Northern California Trade Show 2014 - Present Volunteer for Homeless Connect with Hotel Council of San Francisco 2009 - 2020 Outreach Program Commi?ee for InterCon6nental Hotel San Francisco 2007 - 2019 Volunteer for GLIDE Memorial Services

Awards

JANUARY 2009 Employee of the Year

2003, 2004, 2005 Managers Awards ( 8 awards within 3 years )

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