Carl James
Houston
Summary
Dynamic leader with a proven track record in hospitality and retail management, particularly at Courtyard by Marriott, where I elevated guest satisfaction through exceptional service and operational excellence. Skilled in Hospitality Management and Customer Service, I excel in creating memorable experiences, driving sales, and mentoring teams to achieve beyond targets.
Overview
13
13
years of professional experience
Work History
Night Auditor
Courtyard by Marriott/ NASA Clearlake
Houston
08.2024 - Current
- Greet and welcome guests
- Completed nightly updates to hotel rates and individual room charges.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Serve as Manager on duty during night audit shifts.
- Register guests, verifying reservations and payment information
- Handle check-ins and check-outs
- Reconcile accounts
- Investigate and resolve out-of-balance accounts
Sales Specialist
Verizon
League City
06.2022 - 10.2024
- Gave top-notch service to everyone in order to provide ample sales opportunities.
- Planned outbound sales calls and emails campaigns targeting prospective clients.
- Produced sales documents, finalized deals and filed records.
- Setting up and trouble shooting smart devices.
- Assisting with bill payments and answering any questions about billing.
- Positioning best fit devices, products, and services based on customer needs.
Night Auditor
Hilton Garden Inn Hotel
Houston
05.2022 - 07.2023
- Completed nightly updates to hotel rates and individual room charges.
- Serve as Manager on duty on night audit shifts.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Provide outstanding guest service face-to-face and via phone with a warm hospitality rapport, anticipating guest needs, responding promptly and acknowledging all guests, however busy and whatever time of day.
- Coordinate reservations and room assignments for individuals and group blocks.
- Make reservations over the phone and sell rooms to walk in guests.
- Handles guest check ins and check outs.
Mobile Expert
T-Mobile
Jackson
12.2021 - 04.2022
- Tested mobile device hardware components such as cameras, displays, speakers and buttons for defects.
- Recommended additional accessories or services that would complement the customer's device experience.
- Maintained records related to sales for store management.
- Positioned best fit devices, products, & services based on customer needs and wants.
- Assisted with bill payments and bill inquiries.
- Troubleshooting smart devices.
- Setting up devices and transferring data.
Front Desk Agent
Courtyard by Marriott
Vicksburg
09.2020 - 03.2021
- Greet and welcome guests.
- Handles check ins and check outs.
- Make reservations and sell rooms to walk in based on the appropriate rate.
- Resolved customer complaints promptly and courteously.
- Kept records of room availability and guest accounts, manually or using computers.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Process payments according to hotel policies
- Provide information about hotel amenities
- Monitor room inventory
Retail Store Manager
AT&T/Prime Communications
Ridgeland
11.2018 - 03.2020
- Established store tactics and strategies to achieve operational performance and sales goals.
- Ensured all safety protocols were followed at all times by staff members.
- Prepared employee performance appraisals, providing actionable feedback.
- Ensure customer needs are met
- Maintain the store's cleanliness
- Supervise, train, and assist employees in customer service, store maintenance, and product promotions.
- Develop and maintain a schedule for employees and promotions
- Sell wireless devices, accessories, and service plans
Assistant General Manager
Courtyard by Marriott
Vicksburg
04.2016 - 08.2018
- Monitoring guest satisfaction levels and addressing any concerns or complaints promptly.
- Formed and sustained strategic relationships with clients.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Ensuring all front desk operations run smoothly, including check-in/check-out procedures.
- Interacting with guests to gather feedback and implement improvements.
- Supervising and coaching departmental managers and staff across various areas like front desk, housekeeping, and engineering.
- Hiring, training, and performance management of staff to maintain service standards.
- Scheduling staff to meet operational needs.
- Ensuring compliance with Marriott brand standards and safety regulations.
Customer Experience Coordinator
TjMaxx
Vicksburg
07.2012 - 01.2016
- Monitored customer satisfaction levels through surveys and feedback forms.
- Directly interacting with customers, greeting them, assisting with product inquiries, and resolving issues to create a positive shopping experience.
- Coaching and mentoring retail associates on customer service standards, proper cash register procedures, and how to personalize the customer experience.
- Overseeing the front-end operations including register assignments, break management, and ensuring smooth customer flow.
- Answering high volume phone calls, transferring calls, and paging respective individuals, & paging for cashier assistance at the the front end.
- Enforcing company policies and procedures related to customer service and sales practices.
Education
High School Diploma -
Warren Central High School
Vicksburg, MS05-2005
Some College (No Degree) -
Hinds Community College
Vicksburg, MSSkills
- Customer Service
- Hospitality
- Retail Management
- Hospitality Management
- Sales
Timeline
Night Auditor
Courtyard by Marriott/ NASA Clearlake
08.2024 - Current
Sales Specialist
Verizon
06.2022 - 10.2024
Night Auditor
Hilton Garden Inn Hotel
05.2022 - 07.2023
Mobile Expert
T-Mobile
12.2021 - 04.2022
Front Desk Agent
Courtyard by Marriott
09.2020 - 03.2021
Retail Store Manager
AT&T/Prime Communications
11.2018 - 03.2020
Assistant General Manager
Courtyard by Marriott
04.2016 - 08.2018
Customer Experience Coordinator
TjMaxx
07.2012 - 01.2016
High School Diploma -
Warren Central High School
Some College (No Degree) -
Hinds Community College