April Pohoski
San Antonio
Summary
Dynamic hospitality professional with a strong work ethic and exceptional problem-solving skills. Proven track record in resolving conflicts with diplomacy. Adept at team collaboration and maintaining client confidentiality, ensuring seamless service delivery and satisfaction in high-pressure environments. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Expertise in personalized service and dedication to achieving outstanding results.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Lead Concierge
Prestige Motorsports
04.2024 - Current
- Engaged with guests to enhance overall experience through friendly interactions.
- Collaborated with departments to resolve issues and fulfill guest requests promptly.
- Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
- Assisted with the development and implementation of standard operating procedures for the concierge department, ensuring consistent service delivery across all team members.
- Fostered positive relationships with fellow staff members across various departments to ensure seamless collaboration in addressing guest needs or concerns promptly.
- Resolved guest complaints promptly and professionally, demonstrating commitment to exceptional customer service standards.
- Developed strong relationships with local vendors and businesses.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
Digital Court Reporter
Veritext
01.2020 - 04.2023
- Captured verbatim legal proceedings using advanced digital recording equipment.
- Maintained organized records of audio files for easy retrieval.
- Transcribed legal proceedings with high accuracy and attention to detail.
- Utilized audio enhancement tools to improve audio quality for transcription purposes.
- Assisted in preserving the integrity of legal proceedings by ensuring confidentiality and compliance with rules and regulations.
- Exhibited strong communication skills, liaising effectively between attorneys and witnesses to ensure clear and accurate reporting of testimonies.
- Reviewed annotations for accuracy in grammar, punctuation, and spelling.
- Swore in witnesses to testify under oath at depositions.
- Marked exhibits introduced into evidence for identification and to be incorporated into prepared transcripts.
- Produced audio transcripts of verbal communications.
- Ensured compliance with court reporting standards and regulations.
Director of Concierge
Cellars at Pearl
01.2018 - 12.2019
- Managed resident relations, ensuring exceptional service and satisfaction throughout their residency.
- Oversaw front desk operations.
- Coordinated concierge services, addressing resident inquiries and fulfilling requests promptly.
- Enhanced resident satisfaction by promptly addressing inquiries.
- Managed concierge team, ensuring consistent delivery of exceptional customer service.
- Trained new concierge staff in property procedures, local attractions, and customer service best practices.
- Resolved resident complaints with diplomacy and professionalism.
- Assisted property management team in promoting property amenities for meetings, conferences, and social events.
- Responded to resident inquiries to maximize resident satisfaction.
- Worked closely with residents, some VIP, or celebrity, with high degree of respect for privacy.
- Upheld property policies and procedures by providing high level of customer service.
- Scheduled and confirmed restaurant reservations for residents.
Flight Attendant
Southwest Airlines
08.1996 - 02.2016
- Delivered exceptional in-flight service, ensuring passenger comfort and satisfaction throughout journeys.
- Managed safety protocols, conducting pre-flight checks and emergency procedures to maintain compliance.
- Collaborated with crew members to facilitate efficient boarding processes and timely departures.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by adhering to FAA regulations.
- Handled medical emergencies calmly and competently while liaising with cockpit crew.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Attended annual training in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Served beverages and food items from refreshment trays and carts.
- Assisted unaccompanied minors throughout their journey.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner.
- Prepared cabin for arrival by restocking supplies, securing loose items, and ensuring overall orderliness.
- Collected trash, tidied up aisles, and wiped down surfaces during and in between flights to keep cabin clean.
- Conducted safety demonstrations before each flight.
- Solved in-flight emergencies calmly and effectively.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Performed pre-flight cabin checks to maintain operational safety equipment.
- Assisted passengers in boarding and deplaning aircraft.
Education
Bachelor of Science - Parks, Recreation, And Tourism
Texas A&M University
College Station, TX05-1995
Skills
- Strong work ethic
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Hospitality
- Team collaboration
- Verbal and written communication
- Decision-making
- Effective problem solving
- Guest experiences
- Safety procedures
- Hospitality service expertise
- Conflict resolution
- Client confidentiality
- Team supervision
- Administrative support
- Telephone etiquette
- Emergency response
- Stress management
- Vendor interaction
- Aviation regulations
- Air travel
- Front desk support
- Outstanding customer service
- Personal information protection
- Dining reservations
- Teamwork
- Active listening
- Adaptability and flexibility
- Detail-oriented
- Office administration
Certification
Texas Notary Public.
Timeline
Lead Concierge
Prestige Motorsports
04.2024 - Current
Digital Court Reporter
Veritext
01.2020 - 04.2023
Director of Concierge
Cellars at Pearl
01.2018 - 12.2019
Flight Attendant
Southwest Airlines
08.1996 - 02.2016
Bachelor of Science - Parks, Recreation, And Tourism
Texas A&M University
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