Membership Concierge & VIP Guest Liaison

KENDRA ETUFUNWA

New York, NY, 646-***-****, **************@*****.***

EXPERIENCE

AMERICAN EXPRESS / CENTURION NY – Membership Concierge Professional New York, NY 2023 - Present

• Played a pivotal role as a starting member of the Centurion New York team in successfully opening American Express’ most unique membership house globally and serving as a passionate ambassador for the AmEx brand

• Leverage in-depth knowledge of products and services; including entertainment, restaurants, events, and travel arrangements, to offer personalized recommendations to Black Card members, enhancing their experience and relationship with AmEx

• Collaborate with team of 10 to provide exceptional guest service, while cultivating a positive culture and advancing performance

• Partner closely with on-site food and beverage team to accommodate needs and special requests of Black Card members

• Extend a warm welcome to guests and ensure compliance with security requirements through authentication procedures FIRMDALE HOTELS / THE CROSBY BAR – Floor Manager New York, NY 2022 - 2022

• Supervised floor operations and staff, providing guidance on areas of improvement and training on guest relations skills

• Acted as liaison between front of house staff and director of food & beverage, contributing to a positive work environment

• Prepared shift schedules, assigned servers to sections, greeted customers, and supported staff during peak hours

• Reconciled point of sale reports, including revenues, tips, and employee hours for weekly payroll processing

• Conducted daily reporting on employee performance, top-selling items, and memorable guests GOSPEL – Operations Assistant / VIP Guest Liaison New York, NY 2019 - 2022

• Scheduled, trained, and oversaw new hosts in daily operations, demonstrating strong managerial and leadership abilities

• Organized large volumes of bookings, taking into account date & time, party sizes, and special requests

• Managed private and special events; the exceptional service provided was mentioned to management on numerous occasions

• Performed bookkeeping tasks and supported various finance and administrative operations THE ROOF AT PUBLIC HOTEL – Floor Manager New York, NY 2017 - 2018

• Oversaw and scheduled team of cocktail staff; assisted with serving customers, ensuring highest quality standards, and strictly adhering to restaurant guidelines

• Raised food and beverage sales across team of servers by 20% compared to other shifts, leveraging various sales techniques

• Resolved occasional operational challenges to the utmost satisfaction of customers, ensuring a smooth flow of service AMERICAN CUT MIDTOWN – Assistant Floor Manager / Maître D' New York, NY 2016 - 2017

• Welcomed and escorted guests to tables, answered phone inquiries, and optimized reservations via the SevenRooms system

• Recalled names and preferences of regular customers, delivering touches of familiarity throughout the dining experience

• Leveraged profound knowledge of wines, spirits, and entree pairings to increase daily beverage sales by an average of 15% STRIPHOUSE – Maître D' New York, NY 2013 - 2015

• Ensured a consistent flow of restaurant operations by closely monitoring tables and tending to the needs of guests

• Fostered relationships and raised customer loyalty and retention through strong communication and interpersonal skills IT GIRL – Special Events Coordinator (Self-employed) New York, NY 2010 - 2022

• Organized over 100 events to date with guest volumes ranging from a dozen to a thousand participants, including celebrities

• Managed operational aspects of event planning, including booking, contracting, budget management, and fee collection EDUCATION

LONDON SCHOOL OF BUSINESS JOHANNESBURG

Diploma, Human Resource Management (GPA: 3.40)

Johannesburg, South Africa 2009 - 2010

ADDITIONAL INFORMATION

Acting & Theater Roles: Lead actress “Inside Story” (2011) (A Discovery network film televised worldwide); Lead actress

“Jacob’s Cross” (2007-2008) (A South African multichoice TV series shown globally); Actress in “Black Panther” (2018) Modeling: Cast in more than 200 print and commercial campaigns over the past 15 years; clients include Glamour, Intel, Cosmo, and Castle Lite; walked runways at various fashion weeks including New York City, London, and South Africa Accomplishments: Yelp Elite (verified as a professional reviewer since 2021); Atmosfy Concierge (since 2021); Brand ambassador for NY Times Travel Show (2015-2017); Brand ambassador for Intel Africa (2008-2010) Technical Skills: Microsoft Outlook, Word, Excel, PowerPoint, Teams; Google Docs, Sheets; Adobe Photoshop, Premiere Pro Interests: Global travel (25 countries), Volunteering, Yoga, DJing, Photography, Skincare blogging

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