Front Desk Customer Service
Resume:
Luz Velez
************@*****.***
PROFESSIONAL SUMMARY
Service-oriented Concierge with five years of hospitality experience and a stellar guest satisfaction record. Adept at managing client/guest experiences, responding quickly to client needs, and using effective communication between departments. Accustomed to addressing the changing needs of an office and supporting colleagues and superiors. Committed to utilizing my skills to further the mission of a company and provide excellent customer service.
EXPERIENCE
Marriott Magnificent Mile, Chicago, IL - Event Concierge
May 2022 - Present
●Assist meeting planners in the execution of conventions, meetings, and events in 70,000 sq. ft. meeting space, serving as the main point of contact and liaison between all hotel departments.
●Coordinate with meeting planner and onsite fedex office to ensure timely package picks and drop offs for pre and post events.
●Walk through and inspect banquet spaces daily to ensure proper set up per diagram.
●Facilitate meeting room refreshes during breaks when needed
●Facilitate meeting room adjustments or changes
●Ensure proper food & beverage set up and notify the banquet chef of dietary restrictions.
●Review reader board reflects correct meeting information, and create meeting room signage when requested.
●Ensure client satisfaction during function and resolve client complaints.
●Assist housemen and servers with banquet space set-up and break -downs.
●Increase client “Overall Event Satisfaction” and “Likelihood to Recommend” scores.
Kroll LLC, Chicago, IL - Front Desk Concierge (Contract)
July 2021 - March 2022
●Manage day-to-day office operations including answering phones, handle shipping and delivery, ordering and restocking supplies.
●Maintain an organized, clean, and safe environment around the office space.
●Utilized CRM websites such as Salesforce to track
●Assisted department Executive Assistants with administrative needs including meeting coordination, and new employee onboarding.
●Key point of contact for building management, vendors, and contractors.
●Maintained and arranged meeting and workspaces.
Marriott, Rosemont, IL — Administrative Sales Assistant
December 2018 - April 2020
●Supported 5 US Sales Account Executives representing the Midwest region.
●Generated daily, weekly, and monthly Microsoft Excel reports and SFA/ CI-TY reports for all managers.
●Assisted the Business Transient Sales Manager with BT account and hotel communication, adjustment of hotel/client information through MarRFP, moderated rate negotiation between client and hotel, etc.
●Created and revised several RFP workbooks, alongside 4 SAE's, for multiple BT travel corporate accounts (i.e.: Winston & Strawn, Dentons, Madison Dearborn Partners) negotiating with Marriott properties globally.
●Utilized Salesforce to generate sales reports and maintain client contact and meeting information.
●Mediated conversations between clients and hotels regarding meeting space, sleeping rooms, rates, concerns, travel arrangements, etc.
●Communicated with both clients and Marriott properties using proper email and phone etiquette.
●Assisted account meeting planners with coordinating FAM and company incentive trips.
EDUCATION
Florida International University (Online), Miami, FL – B.S. in Hospitality Management/ Administration
May 2019 – May 2022
SKILLS
Proficient in Microsoft Office 360 (i.e.: Excel, Teams, Word)
Proficient in CVENT & Lanyon
Written communication
Analysis
Conflict management and resolution
Organization
Time management
LANGUAGES
Spanish - Fluent
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