Dylan J. LeMay
Portland,USA
Summary
Highly motivated professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.
Overview
12
12
years of professional experience
Work History
Guest Services Supervisor
SENTINEL HOTEL
08.2023 - Current
- Maintained an effective and productive work environment for my team
- Mentored front desk team on standards of etiquette, responsibility, and hospitality
- Assisted guests with inquiries and resolved issues to enhance overall satisfaction.
- Monitored guest feedback to identify areas for improvement in service quality.
- Reached out to guests thanking them for reviews and addressing any concerns or issues
- Swiftly and Positively tackled any problems head on, with a “guest-first” mindset
- Managed reservation details with 3rd party brokers
- Spoke directly with guests about any concerns or issues, resolving them on the spot to their total satisfaction
- Delegate responsibilities to team fairly and diligently
- Consistently receive glowing reviews, mentioning me by name
- Keep team motivated and smiling through stressful situations
- Maintain a level of professionalism and leadership while executing all responsibilities mentioned in previous (Front Desk Agent) duties
- Collaborated with staff to ensure prompt delivery of services during peak times.
- Supported team in maintaining cleanliness and organization of guest service areas.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
Front Desk Agent
SENTINEL HOTEL
10.2022 - 07.2023
- Managed guest check-in and check-out processes, ensuring smooth arrivals and departures.
- Ensured each and every guest has requests heard and fulfilled
- Coordinated room assignments based on guest preferences and availability, enhancing satisfaction.
- Implemented front desk procedures to streamline operations and improve efficiency.
- Provided guests with additional amenities
- Assisted with luggage and storage in bell closet
- Maintained the front desk and phones, resolving any problems and questions guests had
- Helped guest find special locations to visit while in town
- Created a "Concierge List" of restaurants, activities, and necessities here in town for whenever a guest asks
- Expertly provided hospitality and service for every guest specifically
RePath Advisor
NEW AMERICAN FUNDING
05.2022 - 09.2022
- Promoted within a year at company
- Managed approximately 30 incoming calls and emails per day from customers
- Reach out to customer who qualify for credit repair program
- Explain benefits of program, set up clients profile, reach back out to check in, and connect them with credit specialist
- Daily team meeting for cooperation, appreciation, and ways we can help and improve
- Facilitated communication between clients and underwriting teams to streamline the loan approval process.
- Analyzed market trends to provide strategic recommendations for optimizing loan products.
- Conducted financial assessments, ensuring accurate documentation and alignment with lending guidelines.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Developed personalized mortgage solutions based on client needs and financial situations.
- Cultivated strong client relationships, resulting in increased referrals and repeat business opportunities.
Customer Service Representative
NEW AMERICAN FUNDING
05.2021 - 05.2022
- Reach out to customers based on specific needs and online inquiries made
- Try to find the correct loan officer for customer based on area and needs for refinance or purchasing a home
- Kept detailed notes on individual calls and daily process
- Reached out to past customers for courtesy call and to check in with needs
- Trained other Representatives on different campaigns
Assistant Trainer
PANERA BREADS
02.2021 - 05.2021
- Build orders specifically to customers’ requests
- Helps customers find and decide on their perfect order
- Deals directly with customers about wrong orders and how to make them satisfied
- Trains new employees on the line for building orders and for customer service quality
Catering Coordinator
PANERA BREADS
01.2018 - 12.2019
- Assist customers directly to decide what’s perfect for them
- Build, deliver to, and create hundreds to thousands of dollars’ worth of food set ups for customers daily
- Prep and stock for weekly orders daily
- Organize orders and payments
- Maintain organized and clean workspaces
Delivery Driver
PANERA BREADS
11.2017 - 01.2018
- Worked in café, waiting tables and interacting with customers and providing service
- Checked for completion and delivered to customers
CO-FOUNDER
503COMEUP
09.2016 - 06.2018
- Designed, produced, and distributed customized hats
- Set up marketing and point of sales events around the city
- Developed strategic business plans to drive growth and enhance market positioning.
- Cultivated partnerships with stakeholders to expand service offerings and increase client engagement.
- Organized and held business meetings with interested potential partners
- Planned local events to showcase local artists and distribute products
Studio Assistant Manager (Summers)
STUDIO17
06.2014 - 06.2018
- Responsible for General Studio Management when owner was absent
- Organized client communications and ensured project timelines were met consistently.
- Managed inventory for all trims and supplies, ensuring timely delivery for continuous project work.
- Coordinated studio schedules and managed logistics for various projects.
- Assisted in maintaining equipment and supplies, ensuring optimal workspace efficiency.
- Increased efficiency during busy periods by multitasking effectively under pressure.
- Generated service invoices
- Organized all Shipping and Receiving
Sales and Marketing for Cutco Knives and Cutlery
VECTOR MARKETING CORP
05.2013 - 06.2013
- Sales and Marketing for Cutco Knives and Cutlery by appointment only
- Set-up all face to face appointments and presented the line of product by myself
- Processed all orders and invoices
- Set up record for 1st month sales at $3,000+
Education
Associate of Arts Degree -
Portland Community College
Portland, ORBachelor of Science - Psychology
Oregon State University
06.2016
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Gonzaga University
12.2012
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Valley Catholic High School
06.2012
Skills
- Positive attitude
- Strong interpersonal communication
- Consistently reliable
- Strong willingness to learn and a desire to succeed
- Committed to helping people succeed
- Quality-focused approach
- Driven team leader
- Client relationship management
- Conflict management
- Guest relations
- Team management
- Exceptional communication
- Strong leadership
- Resolving disputes
- Optimizing team performance
- Teamwork and leadership
- Relationship building
- Staff training and mentoring
- Decision-making
- Front desk operations
- Reservations management
- Attention to detail
- Problem-solving abilities
Timeline
Guest Services Supervisor
SENTINEL HOTEL
08.2023 - Current
Front Desk Agent
SENTINEL HOTEL
10.2022 - 07.2023
RePath Advisor
NEW AMERICAN FUNDING
05.2022 - 09.2022
Customer Service Representative
NEW AMERICAN FUNDING
05.2021 - 05.2022
Assistant Trainer
PANERA BREADS
02.2021 - 05.2021
Catering Coordinator
PANERA BREADS
01.2018 - 12.2019
Delivery Driver
PANERA BREADS
11.2017 - 01.2018
CO-FOUNDER
503COMEUP
09.2016 - 06.2018
Studio Assistant Manager (Summers)
STUDIO17
06.2014 - 06.2018
Sales and Marketing for Cutco Knives and Cutlery
VECTOR MARKETING CORP
05.2013 - 06.2013
Bachelor of Science - Psychology
Oregon State University
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Gonzaga University
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Valley Catholic High School
Associate of Arts Degree -
Portland Community College
LEADERSHIP EXPERIENCE
- Student Body Officer Vice President 2011-2012
- Lead students in assemblies, planned all school events with teachers and local businesses, and served lunch to middle school.
- Junior Encounter Leader 2011-2012
- Lead small groups of students through a 2-day retreat where they find out who they really are and how to truly love themselves.