JOAN MCKENNA
Evanston,IL
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. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Polished Hotel Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements. Highly communicative professional with more than 10 years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.
Overview
36
36
years of professional experience
Work History
CONCIERGE
The Mather LifeWays Community
06.2018 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- 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.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
- Created welcoming and comfortable environment for guests.
- 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
MANAGER
WALMART
10.2012 - 05.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Supervised guests at front counter, answering questions regarding products.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
CHEMIST
AkzoNobel
06.1987 - 01.2014
- Performed technical laboratory functions in compliance with regulatory agencies and safety requirements.
- Cleaned and organized laboratory and kept supplies well-stocked to save time, money and promote laboratory efficiency.
- Coordinated and performed analytical tests to comply with established standards and specifications.
- Maintained organized, safe and efficient laboratory environment to minimize accidents and prevent cross contamination.
- Assisted with collecting, identifying and packaging hazardous and non-hazardous waste products to comply with Resource Conservation and Recovery Act regulations.
- Modified and adapted standard methods and procedures to solve analytical problems.
- Contributed to team discussions and new project initiatives to advance progress and optimize profitability.
- Performed analysis of pharmaceutical finished products using various methods to test for purity.
- Troubleshot equipment adjustments to meet and maintain safety, output and quality expectations.
- Created spreadsheets and other forms of documentation to accurately record and calculate analytical results.
- Communicated analysis results to various departments and stakeholders to effectively formulate products.
- Calibrated and maintained laboratory spectrometers and chromatographs.
Education
Bachelor of Science - CHEMISTRY/BUSINESS ADMINISTRATION
University of Scranton
Scranton, PASkills
- Critical Thinking
- Status Updates
- Budgeting Software
- Company Guidelines
- Telephone Etiquette
- Hotel Booking
- Corporate Branding
- Sightseeing Tours
- Posting Charges
- Front Desk Management
- Coordinate Housekeeping
- Order Processing
- Professional Telephone Demeanor
- Customer Data Confidentiality
- Administrative Support
Timeline
CONCIERGE
The Mather LifeWays Community
06.2018 - Current
MANAGER
WALMART
10.2012 - 05.2018
CHEMIST
AkzoNobel
06.1987 - 01.2014
Bachelor of Science - CHEMISTRY/BUSINESS ADMINISTRATION
University of Scranton
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