Jeremy Hirshon
Baldwin,NY
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
37
37
years of professional experience
Work History
Concierge
American Express, Global Commercial Services
01.2012 - 02.2024
- Point of contact for our Centurion Black Card members with their personal and special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to High Net Worth clientele, fostering an atmosphere of professionalism, knowledge, respect and consitency.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained metrics with concierge book of clients in order to provide follow through and resolution within policy allotted time. Point of contact for visitors with access to relevant local information throughout the world
- Experience gained through world class travels.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
Travel Consultant
Classic Travel Services
01.2008 - 01.2012
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Collected, handled and documented payments for travel services and associated feels.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Handled sensitive information with professionalism and discretion.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Senior Travel Consultant
Liberty Travel
02.1993 - 01.2008
- Achieved revenue growth by upselling additional services like insurance plans, airport transfers, or excursions to clients during the booking process.
- Handled sensitive personal data with discretion.
- Managed high-profile accounts, ensuring seamless coordination of complex international itineraries for VIP clientele.
- Provided useful travel materials such as guides, maps and event programs.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Coordinated group bookings to ensure seamless logistics for large-scale events such as weddings or corporate retreats.
- Enhanced team productivity by conducting training sessions on industry trends and new reservation systems.
- Created detailed reports on sales metrics which informed target setting and influenced decision-making for management staff.
- Promoted company''s brand through participation in networking events and online presence, attracting new clients and fostering loyalty among existing customers.
- Maintained accurate records of all transactions, payments received or pending invoices while adhering to strict financial guidelines.
- Used company and vendor marketing resources to educate customers and close sales.
- Used SABRE computer systems to print tickets and travel itineraries.
- Used promotional techniques and prepared promotional materials to sell itinerary tour packages.
- Collaborated with marketing team to create promotional materials showcasing unique travel experiences available through the agency.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Conducted market research to investigate potential new travel destinations.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Reservation Supervisor
Globus Gateway
03.1987 - 02.1993
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Maintained knowledge of property offerings and local attractions, providing personalized recommendations for guests'' needs and preferences.
- Led weekly team meetings to review performance metrics, discuss areas for improvement, and celebrate successes.
- Managed a team of reservation agents, providing ongoing training and support to ensure quality performance.
- Optimized workforce scheduling based on historical data analysis resulting in better staff utilization during peak times without compromising service levels.
- Assisted in the development of revenue management strategies, achieving consistent growth in room reservations.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
Associate of Arts - Travel And Leisure
Nassau Community College
Garden City, NY01.1989
High School Diploma -
Forest Hills High School
Forest Hills, NY06.1986
Skills
- Customer Service
- Highly Adaptable
- Strong Work Ethic
- Effective problem solving
- Excellent Multitasking
- Proactive attitude
- Guest Services
- Telephone Etiquette
- Team player mentality
- Hospitality
- Exceptional communication
- Training and mentoring
- Guest experiences
- Conflict Resolution
- Reliable punctuality
- Team Supervision
- Vendor interaction
- Event Planning
Timeline
Concierge
American Express, Global Commercial Services
01.2012 - 02.2024
Travel Consultant
Classic Travel Services
01.2008 - 01.2012
Senior Travel Consultant
Liberty Travel
02.1993 - 01.2008
Reservation Supervisor
Globus Gateway
03.1987 - 02.1993
Associate of Arts - Travel And Leisure
Nassau Community College
High School Diploma -
Forest Hills High School
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