Madeline L. Crow

*** *. ******** ****, *** *** Burbank, CA 91501 301-***-****

adlrnt@r.postjobfree.com

Objective

To obtain a full-time supervisory position in the hospitality industry utilizing my 6+ years of diverse industry experience.

Key Qualifications

Front Desk experience Exceeds customer service Prepare shift financial reports

Cash handling expertise Superb interpersonal skills Conflict resolution

Multi-line phone system Technologically savvy Fast Typist

Reliable and resourceful Team player Skilled in business communications

Travel/Tourism experience International traveler Human Resources experience at Marriott

Employment

Guest Service Agent (Shift Lead) and part-time Night Auditor at the Magic Castle Hotel, Hollywood CA, November 2017 - present

Provide excellent customer service for number #1 Trip Advisor reviewed hotel in Los Angeles

Interact with international guests, primarily from Australia & Europe. Works closely with highly-reviewed Australian Travel Agency, Flight Centre to coordinate overall LA travel experience for international visitors/families

Work closely via phone & email with prospective guests and travel agents to coordinate Los Angeles vacation plans and access to the Magic Castle Club, an exclusive members-first club for magic, drinks and dining

As shift lead, confirm all room requirements and special requests to ensure fulfillment and proper charges

Personal Concierge at the Waldorf Astoria, Beverly Hills CA, June 2017 – September 2017.

Worked on “Launch Team” for new Waldorf Astoria property in Beverly Hills, CA

Provided exceptional and personalized customer service to guests at this 170 room full-service hotel while working to establish the hotel’s brand reputation in the local marketplace

Anticipate all guests’ needs and multi-task for first-rate service

Provide personalized “concierge-level” service to guests including; unpacking/packing, and transportation booking services

Guest Service Agent at the Hilton Garden Inn, Foxborough, MA, November 2016 – June 1, 2017

Worked on “Launch Team” for new Colwin Hotels property at Patriot Place in Foxborough, MA

Provided exceptional customer service to guests at a 136 room full-service hotel while working to establish hotel’s reputation in the local marketplace

Anticipate all guests’ needs and multi-task for first-rate service

Manage daily room sales, room rates, packages, and promotions including restricted dates, rates, and room types

Maximize revenue with effective selling techniques

Perform routine arrival/departures review, daily checklists and prepare for next shifts

Log maintenance requests and communicate with engineering for all property maintenance

Guest Service Agent at the Hilton Garden Inn, Washington, DC, Downtown, June 2015 – October 2016

Provided exceptional customer service to guests at a 300 room full-service hotel

Anticipate all guests’ needs and multi-task for first-rate service

Manage daily room sales, room rates, packages, and promotions including restricted dates, rates, and room types

Maximize revenue with effective selling techniques

Perform routine arrival/departures review, daily checklists and prepare for next shifts

Log maintenance requests and communicate with engineering for all property maintenance

Human Resource Intern at the Mystic Marriott, Mystic, CT, February 2015 - May 2015

Supported Director of Human Resources on various projects at 285 room full-service hotel

Processed and filed confidential documents

Maintain and upkeep employee bulletin board announcements

Provided customer service to employees

Basic knowledge of monitoring applicant flow and assisted in hiring process documents

Server, LeCrans Hotel and Spa, Crans Montana, Switzerland, January 2014 - May 2014

Employed at the 5-star upscale luxury resort hotel in the Valais Alps

Restaurant server at LEMONTBLANC

Administrative Assistant, Connoisseur Travel LTD, Washington, DC, December 2013 - January 2015

(One year experience during winter and summer college breaks)

“A-List” Top Travel Advisor 2015 in Travel + Leisure – top-rated DC travel agency

Front Office Manager for a fast-paced environment providing corporate, leisure, and group travel

First customer service experience, reviewed guest needs and directed to the proper agent

Organized all marketing materials to entice sales

Compiled promotional materials for guest requests and provided in a timely manner

Provided extensive customer service to guest inquiries as well as all travel agents

Education:

Mitchell College, New London, CT

Bachelor of Science in Hospitality & Tourism Management – May 2015

Les Roches International School of Hotel Management, Switzerland – January to June 2014

Study abroad program

Contact this candidate