Desmond Johnston-Wright
Guest Experience/Customer Service
Charlotte,NC
Summary
Knowledgeable Guest Service Representative experienced in high end & corporate hotel settings. Highly driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members succeed. Also friendly and meticulous Representative that will bring proven experience & results in diverse environments. Expertly provides individualized guest service and manages VIP guests & requests providing unique experiences and memorable moments. Versed in overseeing day to day operations and contributing to a teams success anyway needed, updating guest profiles and promoting overall guest satisfaction.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Overnight Dual Property Manager
Marriott International, Inc.
Charlotte, NC
09.2022 - 08.2023
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw day-to-day operations of 3 Marriott brand hotels- AC, Marriott & Renaissance- with a total of 620 rooms and staff of 16 employees.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Implemented successful strategies to increase customer satisfaction.
- Increased guest experience ratings by creating a standard and culture of consistent, above & beyond customer service excellence.
- Introduced prospective tenants to types of units available and performed tours of premises
Guest Experience Agent
Marriott International, Inc.
Charlotte, NC
01.2022 - 09.2022
- Greeted visitors and hotel guests upon arrival, offered assistance and answered questions to build rapport and retention.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy & customized needs.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Assisted in training of new and onboarding employees
- Created welcoming and comfortable environment for guests.
- Provided service that resulted in increasing hotel ratings and traffic.
Guest Experience Expert
Hilton Garden Inn Hotel
Charlotte, NC
08.2018 - 08.2020
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Arranged for transportation to and from airport, train station and events for visitors.
- Handled weekend sales and event inquiries, promoted brand features, and locked in potential clients looking to book with our team.
Front End Supervisor
Kroger's Grocery
Raleigh, NC
11.2011 - 07.2016
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Trained team members in successful strategies to meet operational and sales targets.
- Mentored team members to enhance professional development and accountability in workplace.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
- Promoted importance of security and customer tracking to minimize store losses.
Education
Bachelor of Science - Sales, Fashion Merchandising, And Retail Marketing
Johnson & Wales University - Charlotte
Charlotte, NC 09.2013 - 05.2017
Skills
Brand success/Promotion
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Overnight Dual Property Manager
Marriott International, Inc.
09.2022 - 08.2023
Guest Experience Agent
Marriott International, Inc.
01.2022 - 09.2022
Guest Experience Expert
Hilton Garden Inn Hotel
08.2018 - 08.2020
Bachelor of Science - Sales, Fashion Merchandising, And Retail Marketing
Johnson & Wales University - Charlotte
09.2013 - 05.2017
Front End Supervisor
Kroger's Grocery
11.2011 - 07.2016