George Roberson
Chicago,IL
Summary
Dynamic hospitality professional with extensive experience at Hilton Garden Inn, excelling in customer service and guest relations. Proven track record in enhancing guest satisfaction through effective problem-solving and cash handling. Skilled in training and mentoring staff, contributing to improved service delivery and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Front Desk Agent
Hilton Garden Inn Hotel
- Greeted and assisted guests with check-in and check-out processes, ensuring a welcoming experience.
- Managed reservations using hotel management software to maintain accurate booking records.
- Responded promptly to guest inquiries and concerns, enhancing overall satisfaction and loyalty.
- Collaborated with housekeeping and maintenance teams to resolve room issues efficiently.
- Processed payments and managed cash transactions, maintaining accuracy in financial handling.
- Assisted in training new front desk staff on procedures and customer service standards.
- Implemented feedback mechanisms to gather guest insights for continuous service improvement.
- Coordinated with local vendors to arrange transportation services for guests as needed.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Property Manager
Sand County Service
Lake Delton, WI
04.2003 - 11.2025
- Coordinated property maintenance schedules to support timely repairs and upkeep.
- Assisted in tenant relations by addressing concerns and facilitating communication.
- Performed regular property inspections to uphold safety compliance.
- Aided in developing leasing strategies that enhanced occupancy rates across managed properties.
- Coordinated property maintenance schedules to ensure timely repairs and upkeep.
- Managed tenant relations, addressing concerns and facilitating effective communication.
- Conducted regular property inspections to maintain compliance with safety standards.
- Implemented leasing strategies that improved occupancy rates across managed properties.
- Developed and maintained operational budgets, ensuring financial integrity of property management activities.
- Trained new staff on company policies, procedures, and best practices for property management.
- Analyzed market trends to inform pricing strategies and maximize revenue potential.
- Led initiatives to enhance tenant satisfaction through community engagement activities and feedback programs.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
Server
Lettuce Entertain You
Chicago, IL
05.1998 - 04.2003
- Provided exceptional customer service by taking orders and addressing inquiries promptly.
- Collaborated with kitchen staff to ensure timely food delivery and accuracy of orders.
- Managed cash register operations, processing payments efficiently and accurately.
- Maintained cleanliness and organization of dining area, enhancing guest experience.
- Assisted in training new staff on restaurant procedures and service standards.
- Adapted quickly to high-pressure environments during peak dining hours to meet guest needs.
- Implemented suggestions for improving workflow efficiency in service delivery processes.
- Developed rapport with regular customers, fostering loyalty and repeat business opportunities.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Education
High School Diploma -
Whitney Young
Chicago, IL06.1985
Skills
Customer service
Guest services
Problem-solving skills
Cash handling
Hospitality services
Time management
Credit and cash payments
Guest relations
Oral and written communications
Hospitality service expertise
Guest accommodations
Listening skills
Administrative skills
Reservation systems
Front desk management
Front office support
Microsoft office
Housekeeping
Administrative support
POS systems
Clerical duties
Room assignments
Documentation
File management
Registration processing
Hospitality best practices
Registration
Sales expertise
Reservations
Training and mentoring
Conflict and issue documentation
Conflict management
Tourism knowledge
Mail and packages
Office management
Word processing
Effective planning
Bookkeeping
Payment oversight
Supply replenishment
Information protection
Marketing
Transaction processing
Safety and security procedures
Record preparation
Report generation
Team oversight
Automated telephone systems
Corporate branding
Team building
Property management systems
Timeline
Property Manager
Sand County Service
04.2003 - 11.2025
Server
Lettuce Entertain You
05.1998 - 04.2003
Front Desk Agent
Hilton Garden Inn Hotel
High School Diploma -
Whitney Young