Concierge
Resume:
OBJECTIVE: To secure a longtime position as a Concierge, demonstrating customer service proficiency, a tireless work ethic, and attentive task focus simultaneously creating an appropriately challenging work environment as a goal oriented team player. To provide “best fit” solutions with regard to sales and marketing strategies while implementing a progressive customer relations career.
EDUCATION:
San Francisco State University class of 2010
Bachelor of Arts in Spanish and Latin American Literature
The University of Wisconsin Stout 2006-2008
City College of San Francisco 2008-2009
San Francisco State University 2009-2010
PROFESSIONAL BACKGROUND & TECHNICAL EXPOSURE:
• Fluent in Castellano (Spanish)
• Typing Proficiency (60- 65 wpm)
• Experienced Customer Service Professional
• Mac, Windows XP & Vista.
• Proficient in Microsoft Office
• Excellent verbal and communication skills
• Employee Training-Process Development
• Excel Reports & Graphing
• APA, MLA Research and Reportin
• Experience in QuickBooks
PROFESSIONAL EXPERIENCE:
Lead Tour Guide & Trainer/Guide Manager San Francisco, CA April 2010- present
o Organized and marketed promotional events throughout the city, including Pow Wow 2011 held in San Francisco.
o Provided in-depth knowledge about destinations frequented by tourists, vacationers and locals.
o Lead 2.5 hour guided tours through the streets of San Francisco in both English and Spanish.
o Insured the safety of groups as large as 40 at a time.
o Trained others on the job while offering feedback and suggestions on improvement.
o Answered phone calls, emails and in-person questions from customers concerning our tours and services.
o Book, process and confirm phone, Internet reservations and counter sales.
o Process customer payments.
o Monitor daily tours and troubleshoot any problems.
o Play an active role in the welcoming, enjoyment and safekeeping of all visitors to the property, including children and less able people.
o Deal effectively and courteously with all visitors, suppliers and team members.
o Lead morning briefing sessions and staff training when deemed appropriate by the myself theHead Guide/ General Manager.
o Complete time sheets and any other paperwork including accident reports as Lead Tour Guide.
o Liaise regularly with other members of the guiding team and feed back any relevant information at daily meetings.
o Proactively and positively resolve information provision and problems/incidents
o Trusted Key Holder to business
Manager on Duty San Francisco, CA May 2009 – January 2010
o Promoted to MOD within within first three months of being hired.
o Promote a consolidated team effort; provide coaching & feedback to other employees
o Accessibility to advisors to answer a variety of questions; handle escalated calls and customer complaints
o Liaison between advisors and Supervisors; dissect advisors’ opportunities for growth and provide feedback to
o Supervisors for follow-up
o Troubleshooting and technical support for system applications for advisors
o Survey Department Service Levels and delegate actions/adjustments to meet goal
o Trusted Key Holder
References: Available upon request
Contact this candidate