Customer Service/Hospitality/Customer Service Travel Employment
Resume:
MICHAEL R. SMITH
*****/* * ****** *********, Washington, DC 20002
**********@***.***
CUSTOMER SERVICE PROFESSIONAL
Remarkably astute, customer-focused, and dedicated professional, equipped with 20 years of broad-based experience in the customer service and hospitality industry. Powered with keen expertise in developing and implementing procedures and plans for operational efficiency optimization, sales growth, performance improvement, and utmost customer satisfaction. Successful in dealing with the public through exceptional people skills. Highly flexible and quick learner; capable of coordinating and working effectively with other employees at all times. Adept at providing commendable and superior public relations skills along with exceptional ability in interacting with unsatisfied customers. Expert at establishing strong rapport with personnel, customers, and associates by utilizing unparalleled knowledge, professionalism, and integrity; bilingual in English and Spanish languages. Proficient at utilizing Microsoft Office Suite.
CORE COMPETENCIES
Customer Service Satisfaction
People and Service Orientation
Client Acquisition and Retention
Guest Needs Assessment
Client Relationships Management
Problems Arbitration and Resolution
Controls Maintenance
Information Research and Analysis
Time and Project Prioritization
PROFESSIONAL BACKGROUND
WESTERN HOTEL ~ WASHINGTON, DC
Bell/Doorman 2002–2009
- Greeted incoming guests and escorted them to their assigned rooms.
- Effectively rendered superior care and service to guests and addressed their needs on a timely manner.
- Provided exceptional assistance to guest by handling their luggage and packages at the hotel entrance and within the lobby area during check-in and check-out.
- Provided complementary token to guests upon arrival and check-in.
- Seamlessly saved a guest who was choking by utilizing alertness and applying Hansen technique.
- Oversaw the maintenance and cleanliness of the lobbies and entrance areas for travelers and guests.
- Rendered customer orientation regarding all hotel features and facilities upon check-in.
- Delivered a variety of items, such as flowers, sundries, and messages to rooms upon request.
- Consistently sought ways to achieve a friendly and helpful service as well as to expedite customer waiting time, which led to attainment of a positive impact in the department’s customer service ratings.
- Assisted and informed guests on room changes as well as strictly maintained room key security.
- Ensured adherence of customers with the company’s regulation, policies, and procedures.
- Honored to SERVE prominent guest like the late Edward Kennedy Jr., Mr. Eric Steelberg and Actor Roger Moore during tenure in hotel business and customer service.
ST REGIS HOTEL - WASHINGTON, DC
Overnight Bell/Security Mar 1996-Feb 2001
- Guaranteed safety on all hotel guests by checking floors on a regular basis.
- Addressed and resolved all reported violent activities within the property; ensured that all undesirables were not allowed to enter the hotel premises; and conducted personal investigation on behalf of the hotel.
EDUCATION
SPECIAL POLICE OFFICER DIPLOMA, 2011
CMS Training Academy, Templehills, MD
ASSOCIATE’S DEGREE IN HISTORY, 1997
University of the District of Columbia, Washington, DC
CREDENTIALS
Certified Financial Planner Certificate with Specialization in Insurance, 2009
Property and Casualty as well as Health and Life Insurance Licenses, 2008
First Aid Training and Fire Safety Certificate, 2004
Customer Service Training Certificate, 2001
PROFESSIONAL AFFILIATIONS
Member, Trinidad and Tobago Association
Member, African-American Insurance Underwriters Association
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