Devin Long
Charlotte
Summary
Detail-oriented and client-focused professional with a proven track record in account management, project coordination, and problem resolution. Skilled in building strong customer, client and vendor relationships and ensuring seamless service delivery. Adept in project management, critical thinking, and accurate data entry, with a focus on meeting client needs and exceeding expectations. Proficient in Microsoft Office Suite, with hands-on experience in managing RFPs and utilizing CRM tools to streamline processes. Recognized for delivering personalized, client-centered solutions and maintaining high standards of accuracy and efficiency in every task.
Overview
9
9
years of professional experience
Work History
My Hyatt Concierge
Hyatt Hotels Corp
09.2021 - Current
- Serve as a primary point of contact for World of Hyatt Globalists, ensuring VIP treatment through personalized welcome experiences, curated amenities, and seamless service from check-in to departure.
- Coordinate with all departments to ensure that Globalist members' preferences are met, including room upgrades, late checkouts, and personalized amenities, contributing to increased guest loyalty and satisfaction.
- Anticipate guest needs by tracking preferences and leveraging data from the World of Hyatt program to provide tailored recommendations for dining, entertainment, and transportation.
- Resolve guest issues promptly, ensuring that every experience is smooth and leaves guests with a lasting positive impression, driving repeat business and positive reviews.
- Implement special offers and surprise amenities for Globalists on milestone visits or special occasions, such as birthdays and anniversaries.
- Maintained an extensive network of local partnerships to provide guests with exclusive access to high-demand reservations, tickets, and services, positioning the hotel as a top choice for returning guests.
- Trained new concierge team members on Globalist standards, ensuring team alignment with brand expectations and excellent service.
- Consistently received high satisfaction ratings from guests, with personal commendations for attentiveness and problem-solving.
Reservations Agent
Hyatt Hotels Corp
11.2018 - 09.2021
- Manage all aspects of guest reservations, from initial inquiries to confirmation, modifications, and cancellations, ensuring accuracy and adherence to Hyatt's brand standards.
- Communicate effectively with guests to provide comprehensive information on room rates, special packages, amenities, and promotions, enhancing guests' experience and boosting booking conversions.
- Utilize Hyatt's reservation systems to track and update reservations, apply loyalty benefits, and maintain accurate records, contributing to smooth and organized front-desk operations.
- Work closely with front desk, housekeeping, and other departments to ensure all guest requests and preferences are met before arrival, resulting in seamless experiences and positive guest feedback.
- Consistently achieve or exceed individual and team performance goals, including monthly booking targets, upsell quotas, and customer satisfaction scores.
Account Resolution Specialist
Avid X-Change
05.2016 - 06.2017
- Manage a portfolio of high-volume accounts, overseeing end-to-end client needs, from initial onboarding to regular check-ins, to ensure high client retention and satisfaction.
- Achieve or exceed sales targets by identifying upselling and cross-selling opportunities, driving revenue growth within existing accounts.
- Serve as the primary point of contact for clients, resolving issues promptly and coordinating with internal teams to ensure client needs are met in a timely manner.
- Utilize CRM systems to monitor account activity, track client preferences, and manage follow-ups, resulting in organized workflows and proactive service.
- Collaborate with the sales team to develop tailored solutions and proposals, enhancing the client experience and supporting long-term account growth.
- Assisted account managers in supporting high-volume accounts by preparing sales reports, coordinating with client service teams, and ensuring timely delivery of client requests.
- Conducted in-depth product demonstrations and presentations to prospective and existing clients, highlighting value-added benefits and contributing to a 15% increase in account expansions.
- Analyzed sales data and client feedback to identify trends, enhancing team strategies for client retention and engagement.
Education
Bachelor of Science - Business IT
North Carolina A&T State University
Greensboro, NC12-2027
Skills
- Client-Focused Service
- Vendor Relations
- Project Management
- Critical Thinking
- Data Entry & Accuracy
- Microsoft Office Suite
- World of Hyatt Program Knowledge
- RFP Management
Timeline
My Hyatt Concierge
Hyatt Hotels Corp
09.2021 - Current
Reservations Agent
Hyatt Hotels Corp
11.2018 - 09.2021
Account Resolution Specialist
Avid X-Change
05.2016 - 06.2017
Bachelor of Science - Business IT
North Carolina A&T State University
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