Franklyn A. Riley
Brooklyn
Summary
Effective written and verbal communication skills Extremely team oriented Ability to maintain professionalism Exceptional ability to collaborate and produce results under pressure
Overview
23
23
years of professional experience
1
1
Certification
Work History
Concierge
Trump International Hotel & Tower
01.2008 - Current
- Strong knowledge of the hotel’s facilities and of the surrounding community
- Provide guests with information about attractions, facilities, services and activities in or outside the property
- Make reservations for events and activities upon request
- Contact In-House guests periodically to ascertain any special needs
- Handle guest complaints and resolve them to the guest’s satisfaction
Attaché Guest Service Coordinator
Trump International Hotel & Tower
01.2006 - 01.2008
- Collected information in order to personalize guests’ stay
- Responsible for sharing information with internal departments to ensure optimal customer service
- Managed department projects and consistently met or exceeded deadlines
- Expedited incoming calls for guest requests and delegated to the appropriate departments
Audio Visual Sales Manager
Presentation Services (Waldorf-Astoria)
01.2005 - 01.2006
- Solicited and secured business through a proactive, consultative sales approach
- Cultivated and maintained relationships with key hotel personnel
- Provided operational support during events, driving sales programs with team members and conducted training as needed
- Assisted with monthly reports as necessary to achieve annual sales goal
Event Technology Sales Manager
New York Marriott Marquis
01.2002 - 01.2005
- Generated Audio Visual revenue for Marriott’s Flagship property of2000 rooms
- Supported department’s financial goals to achieve or exceed budget expectations
- Focused on building customer loyalty through product and service excellence
- Reviewed meeting planners survey results and participated in the development and implementation of corrective procedures to address service challenges
Education
B.S. - Business Management
City University of New York, Hunter College
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Effective decision making
- Quality assurance
- Hospitality service expertise
- Problem-solving
- Discreet confidentiality
- Transportation coordination
- Attention to detail
- Cultural awareness
- Verbal and written communication
- Strong interpersonal skills
- Dining reservations
- Concierge software proficiency
- Outstanding customer service
- Local attractions knowledge
- Entertainment assistance
- Excellent communication
- Dining recommendations
- Sightseeing tours
Accomplishments
Member of Les Clefs d’Or USA
Certification
Hospitality &Tourism Management Certificate from Florida Atlantic University
Timeline
Concierge
Trump International Hotel & Tower
01.2008 - Current
Attaché Guest Service Coordinator
Trump International Hotel & Tower
01.2006 - 01.2008
Audio Visual Sales Manager
Presentation Services (Waldorf-Astoria)
01.2005 - 01.2006
Event Technology Sales Manager
New York Marriott Marquis
01.2002 - 01.2005
B.S. - Business Management
City University of New York, Hunter College
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