Manager Customer Service

HENRY MCLAURIN JR.

*** ******** ****** ***. #*** Brooklyn, NY 11203

718-***-**** {Home} 646-***-**** {cell} *********@***.***

CAREER FOCUS

To gain an administrative position in the Customer Service Area.

STRENGTHS

Friendly and enthusiastic towards work and people.

Excellent communication skills and professional demeanor gained through extensive interaction with the public and with my peers.

Recognized for reliability, promptness and “getting the job done” through persistence and a strong work ethic.

EDUCATION

BOROUGH OF MANHATTAN COMMUNITY COLLEGE-New York, NY

Major: Human Services

Degree: Associates of Science Degree

Graduation Date: Spring 1996

EXPERIENCE

Willow Hotels - The Mansfield Hotel - New York, New York 2007- Jan 2011

Assistant Front Office Manager

Duties include but not limited to: Hiring, disciplinary action, supervising bellstaff and front office, trouble shooting, inventory control, internet control, bill processing, Cashiering, developing and implementing new ideas concerning hotel and staff, training, coaching, reporting to upper managements, special events and VIP celebrity reception, payroll, scheduling, and administrative duties.

Willow Hotels - Franklin Hotel - New York, New York 2005 - 2007

Assistant Front Office Manager/ Night Auditor/ Concierge

Duties include but not limited to: Staff training, Processing financial and corporate reports, bill processing, Cashiering, developing and implementing new ideas concerning hotel and staff, keeping track of profit loss and gain, supervision all front of house staff, reporting directly to the hotel G.M.

The Plaza Hotel – New York, New York 2001-2005

Front Desk Agent (Day/overnight) / F.O. Credit Agent/Night Auditor

Duties include: Cashiering, Customer Service, Meeting and Greeting VIP guests, having knowledge of the area as well as surrounding landmarks of the city, and troubleshooting and problem solving, supervisor duties, assisting front desk managers, setting up special credit accounts, supervising overnight staff.

WWF NY RESTAURANT/ WORLD NIGHT CLUB - New York, New York 2000- 2001

Busser Manager / Host Manager/ World Night Club Floor Manager

Supervise and manage busser and host staff, responsible for hiring, training and development of new staff. Supervising all of front of house and kitchen operations, supervising night club operations. Guest services

ESPN Zone - New York, New York 1999-2000

Front of House Supervisor

Working knowledge of all areas of the restaurant, selected to develop and implement ways to motivate staff, responsible for training new staff, and supervised a team of 50-75 staff members. Maintained daily and weekly schedules, greeted, related, and conversed with diverse population, resolved customer complaints and problems, and developed programs for customer’s enjoyment, reported directly to restaurant manager, assisted in setting up and supervising special entertainment and political events.

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