BRYAN HOYLE
Cambridge,MA
Summary
I am a dedicated and highly skilled concierge professional with a proven track record of providing exceptional customer service and ensuring seamless guest experiences. With a strong background in the hospitality industry, I have developed a deep understanding of the intricacies of guest relations and the art of anticipating and exceeding their needs. My extensive experience in the role of a concierge has honed my ability to manage complex requests with grace and efficiency. I am well-versed in handling diverse tasks, from arranging transportation and dining reservations to coordinating special events and excursions, always with a focus on delivering a personalized and memorable service. I excel in creating a warm and welcoming atmosphere for guests, and my communication and interpersonal skills enable me to build strong, lasting relationships. I am also adept at working under pressure and problem-solving, ensuring that any issues are resolved swiftly and to the satisfaction of our valued guests. In addition to my customer service expertise, I have a comprehensive knowledge of local attractions, dining options, and cultural events, which I leverage to provide tailored recommendations and insights to enhance the guest experience. I am dedicated to upholding the highest standards of professionalism and discretion while fostering a reputation for reliability and integrity. My goal is to consistently exceed guest expectations and contribute to the success and reputation of the establishments I serve. As a passionate and seasoned concierge, I am poised to bring my skills, knowledge, and dedication to deliver world-class service and enrich the guest experience in any hospitality setting. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Front Desk Manager, Concierge
Cadbury Commons Assisted Living and Memory Care
Cambridge
03.2021 - Current
- Overseeing several departments and three other front desk employees
- Responsible for guest, resident, and visitor interactions.
- Greeted guests upon arrival and checked them in to their rooms.
- Ensured the front desk area was clean and presentable at all times.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
Personal Shopper/Customer Service
Star Market
Boston
02.2021 - 03.2021
- Working as a personal shopper and customer service associate.
- Assisted customers in selecting items that met their individual needs and preferences.
Residential Concierge
Tillingers Concierge
Boston
01.2021 - 02.2021
- Residential concierge role.
- Greeted guests and visitors in a courteous manner.
- Provided information to residents and visitors about the property, services, and amenities.
- Assisted with package delivery and pickup for tenants.
- Answered phone calls promptly and transferred them to appropriate personnel if necessary.
- Conducted regular safety inspections of all public spaces within the building complex.
Residential Concierge
NFC Amenity Management
Boston
07.2020 - 12.2020
- Residential concierge for three large condo buildings at Mass General Hospital.
- Greeted guests and visitors in a courteous manner.
- Provided information to residents and visitors about the property, services, and amenities.
- Assisted with package delivery and pickup for tenants.
- Inspected common areas of the building such as lobbies, hallways, stairwells, elevators. on a daily basis.
- Responded to tenant inquiries regarding their accounts or other matters related to the property management office.
- Answered phone calls promptly and transferred them to appropriate personnel if necessary.
Front Desk, Concierge
Porter Square Hotel & Hotel 1868
Cambridge
07.2018 - 07.2020
- Greeted guests upon arrival and provided assistance with check-in and check-out procedures.
- Provided information about hotel services, amenities, local attractions and directions to guests.
- Answered telephone calls in a professional manner and directed calls to appropriate personnel.
- Assisted with luggage storage and retrieval for guests.
- Coordinated reservations for transportation services such as taxis, limousines and shuttles.
- Resolved guest complaints by providing timely customer service solutions.
- Maintained accurate records of all transactions within the front desk system.
- Processed payments using point of sale systems including cash handling and credit card processing.
- Organized tour packages, tickets and restaurant reservations for guests.
- Prepared daily reports on occupancy levels, room availability and guest feedback.
- Performed administrative tasks such as filing documents, updating databases and preparing correspondence materials.
- Assisted visitors with any questions or concerns they may have had during their stay.
- Monitored the lobby area to ensure a clean environment that was conducive to business operations.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Front Desk, Concierge
Kendall Hotel/Mary Prentiss Inn
Cambridge
11.2013 - 01.2017
- Front desk agent and concierge for both hotels.
- Greeted guests upon arrival and provided assistance with check-in and check-out procedures.
- Provided information about hotel services, amenities, local attractions and directions to guests.
- Answered telephone calls in a professional manner and directed calls to appropriate personnel.
- Coordinated reservations for transportation services such as taxis, limousines and shuttles.
- Resolved guest complaints by providing timely customer service solutions.
- Maintained accurate records of all transactions within the front desk system.
- Processed payments using point of sale systems including cash handling and credit card processing.
- Organized tour packages, tickets and restaurant reservations for guests.
- Ensured compliance with safety regulations in accordance with company policies.
- Performed administrative tasks such as filing documents, updating databases and preparing correspondence materials.
- Handled incoming mail, faxes, emails and other documents related to guest inquiries or requests.
- Assisted visitors with any questions or concerns they may have had during their stay.
- Responded promptly to emergency situations in order to maintain a safe environment for guests.
- Provided concierge services such as making dinner reservations or recommending activities for tourists.
- Participated in staff meetings to discuss upcoming events, new initiatives or customer service strategies.
- Input customer data into reservation systems and updated to reflect room changes.
- Supervised daily operations of hotel front desk in absence of manager.
Front Desk, Concierge
Inn at Harvard & Harvard Square Hotel
02.2006 - 07.2013
- Front desk and concierge agent for both hotels.
- Greeted guests upon arrival and provided assistance with check-in and check-out procedures.
- Provided information about hotel services, amenities, local attractions and directions to guests.
- Answered telephone calls in a professional manner and directed calls to appropriate personnel.
- Assisted with luggage storage and retrieval for guests.
- Coordinated reservations for transportation services such as taxis, limousines and shuttles.
- Resolved guest complaints by providing timely customer service solutions.
- Maintained accurate records of all transactions within the front desk system.
- Processed payments using point of sale systems including cash handling and credit card processing.
- Organized tour packages, tickets and restaurant reservations for guests.
- Responded promptly to emergency situations in order to maintain a safe environment for guests.
- Provided concierge services such as making dinner reservations or recommending activities for tourists.
Education
Certificate of Business Services -
Lesley University
01.2003
G.E.D. Diploma -
John F. Kennedy High School
01.2000
Skills
- Guest Relations
- Initiative and Self-Motivation
- Professional Appearance
- Administrative Support
- Office Organization
- Switchboard Operation
- Front Desk Management
- Customer Service Management
- Customer Service
- Room Service
- Front Office Management
- Guest Reception
- Guest Registration
- Records Management
- Phone and Email Etiquette
- Attention to Detail
- Hospitality services
Phone Numbers
- 253-273-1718
- 617-299-1252
Affiliations
Highly motivated individual, with a passion for fitness. Outdoor activities. I enjoy a array of activities.
Certification
- Resident Rights
- LGBTQ+
- Hydration and Dehydration
- Elder Care
- Concierge Services
References
References available upon request.
Timeline
Front Desk Manager, Concierge
Cadbury Commons Assisted Living and Memory Care
03.2021 - Current
Personal Shopper/Customer Service
Star Market
02.2021 - 03.2021
Residential Concierge
Tillingers Concierge
01.2021 - 02.2021
Residential Concierge
NFC Amenity Management
07.2020 - 12.2020
Front Desk, Concierge
Porter Square Hotel & Hotel 1868
07.2018 - 07.2020
Front Desk, Concierge
Kendall Hotel/Mary Prentiss Inn
11.2013 - 01.2017
Front Desk, Concierge
Inn at Harvard & Harvard Square Hotel
02.2006 - 07.2013
Certificate of Business Services -
Lesley University
G.E.D. Diploma -
John F. Kennedy High School
- Resident Rights
- LGBTQ+
- Hydration and Dehydration
- Elder Care
- Concierge Services
Similar Profiles
MELANIE ANDINOMELANIE ANDINO
Housekeeping Aide/Caregiving at Berman Commons Assisted Living & Memory CareHousekeeping Aide/Caregiving at Berman Commons Assisted Living & Memory Care
Mark EndonilaMark Endonila
CNA/Trained Medication Aide at Bay Vista Commons Assisted Living And Memory CareCNA/Trained Medication Aide at Bay Vista Commons Assisted Living And Memory Care
Berline TunisBerline Tunis
Medication Aide at Berman Commons Assisted Living & Memory CareMedication Aide at Berman Commons Assisted Living & Memory Care