Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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HEATHER PLLANA

Austin,TX

Summary

Highly communicative professional with more than twenty years of expertise as Concierge for high-end hotel chains. Leased up properties in Baltimore, MD . Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.

Overview

10
10
years of professional experience

Work History

Floating Concierge

Lux Concierge LLC
03.2022 - Current
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
  • Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
  • Developed relationships with local businesses to secure discounts and special offers for guests.

Leasing Specialist

The Time Group
01.2017 - 03.2022
  • Followed-up with potential accounts and managed daily and weekly marketing and leasing reports.
  • Answered phone calls and emails and responded to questions from prospects quickly and effectively.
  • Set appointment times for individuals to tour facilities and see available units.
  • Collected, completed, and processed lease applications.
  • Developed and implemented tactical marketing plans.
  • Conducted property tours with potential rental clients and answered all questions truthfully regarding facility.

Resident Services Coordinator

RAM Partners LLC
01.2014 - 01.2017
  • Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
  • Collaborated with residential team to maximize effective and efficient operations.
  • Facilitated smooth transition of new students into residential program.
  • Enforced policies and safety standards through building and room rounds.
  • Coordinated activities and events to create safe, positive and inclusive environment.
  • Provided crisis management and intervention during emergency situations.
  • Responded to student inquiries and concerns, offering support and guidance.
  • Developed, implemented and monitored residential policies and procedures.
  • Solved grievances and complaints by collaborating with residents.

Education

Associate of Applied Science - Business Administration And Management

Anne Arundel Community College
Arnold, MD
01.2007

Skills

  • Cash Handling
  • Customer Service
  • Reservation Coordination
  • Vendor Interaction
  • Travel Coordination
  • Event Planning
  • Property Tours and Inspections
  • Business Processes and Procedures
  • Background Checks
  • Marketing
  • Quality Assurance
  • Bookkeeping
  • Management Interaction
  • Training and Mentoring
  • Hospitality
  • Guest Relations
  • Social Media Networking

Accomplishments

    Recognized as leasing specialist of the month 2018

Timeline

Floating Concierge

Lux Concierge LLC
03.2022 - Current

Leasing Specialist

The Time Group
01.2017 - 03.2022

Resident Services Coordinator

RAM Partners LLC
01.2014 - 01.2017

Associate of Applied Science - Business Administration And Management

Anne Arundel Community College

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