Hi, I’m
Josalyn Mccall
US Virgin Islands,US Virgin Islands
Summary
Head Concierge Manager, Personal Assistant (Exclusive Clientele) Hardworking Concierge Manager /VIP Clientele committed to luxury, quality service. Seeking to incorporate experience,talents, and passion for the hospitality industry. Accomplished and energetic leader with a solid history in Hospitality/Entertainment Industry. Experienced in Reservations and Front Desk Operations and Management. Able to multi-task and handle high-stress environments with ease. Excellent customer service and rapport with clients. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers a strong background in customer relations and communication. 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
18
years of professional experience
Work History
King Christian Hotel
Chief Concierge Manager
03.2021 - Current
Job overview
- Greet guests and visitors warmly and make them feel welcome and attended
- Offered restaurant and activity recommendations and assist guests in arranging transportation and excursions
- Maintained relationships with local businesses and vendors to secure discounts
- Served as the primary point of contact for all guest inquiries, concerns, and requests
- Researched, Created, and Executed tailored experiences and recommendations for clients
- Reviewed individuals' preferences for travel and experimental choices to ensure guest curate a trip that is "instagramable" and specially designed to meet their needs
- Monitored CDC and travel restrictions that are publicized
- Act as a liaison between guests and any department necessary
- Booked travel needs (air charters, ground transportation Hotel/Resort accommodations cruise/yachting, optional excursions/event sales
- Effectively communicated with clients pre/post-travel for clients
- Handled issues that may arise during the booking and /or travel for clients
- Coordinate with other departments to ensure that VIP guests receive the highest level of service possible
- Network with hospitality agents and tours operations regarding excursions that you can offer to clients.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Arranged for transportation to and from airport, train station and events for visitors.
- Paid attention to detail while completing assignments.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Self-motivated, with a strong sense of personal responsibility.
- Delivered services to customer locations within specific timeframes.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Gained strong leadership skills by managing projects from start to finish.
- Resolved problems, improved operations and provided exceptional service.
Yellow Bicycle Catering/Fish Market
Special Events Coordinator/Hospitality Team Member
01.2016 - 01.2021
Job overview
- Organize, execute, and assist with ASM and CSS team activities (staff meeting agendas,on-site/off-site, and team social events).
- Provided direction regarding upcoming events or anything requiring collective action from the ASM team and/or other team members.
- Responsible for managing appointments for VP clientele including any travel plans, special requests, and rider's requests. (entertainment).
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Proved successful working within tight deadlines and a fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Utilized great communication and interpersonal skills when interacting with parties to promote smooth and efficient operations.
- Welcomed guests and directed each person to desired party, room or activity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Developed and maintained courteous and effective working relationships in local business community and local community.
- Maintained energy and enthusiasm in fast-paced environment.
The Trumpet Awards
Volunteer Coordinator/SpecialEvents/Talent
01.2008 - 01.2012
Job overview
- Performed skills assessments to link volunteers to roles matching individual skills and competencies.
- Evaluated strengths of team members and assessed vacancies to match volunteers with positions.
- Managed volunteer calendar and verified coverage of key roles during volunteer unavailability.
- Worked with leadership staff and special committees to define volunteer mission and set standards.
- Met with staff and department managers to maintain currency on volunteer opportunities within each department.
- Volunteered to help with special projects of varying degrees of complexity.
- Increased customer service success rates by quickly resolving issues.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
- Maintained a clean reception area to promote positive, professional environment for clients.
- Collaborated with other departments to maximize impact of volunteer efforts.
Executive Administration Assistant /CEO/CFO/COO
Fulton County Housing Authority
01.2005 - 03.2011
Job overview
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
- Delegated daily tasks to employees, streamlining daily progress and efficiency.
- Promoted positive customer experience through day-to-day supervision and management of daily operational duties at the HUD facility.
- Provided exceptional customer service to customers, increasing customer loyalty 90%.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Eased team transitions and new employee orientation through effective training and development.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Interacted well with Local and Business community's and customers to build connections and nurture relationships.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Education
Atlanta Metropolitan CollegeAtlanta, GA
Some College (No Degree) from Communication Studies - Communication Studies
Skills
- Excursions /Private Events
- Social Media Network
- Special Requests
- Guest Satisfaction
- Guest Experiences
- Special Events
- Concierge Services
- Coordinating Reservations
- Hospitality Management
- Guest Accommodations
- Conference and Meeting Planning
- Dynamic Communication Skills
- Effective Communication
- Personalized Support
- Team Supervision
- Vendor Interaction
- Community Relations
- Sightseeing Tours
Accomplishments
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
- Crafted unique, personalized guest experiences during visits or stays, resulting in 5-star service rating for resort.
- Assisted with creating innovative engagement proposals that were memorable to couples and loved ones.
- Contacted prior guests through email messages with information on events and happenings at the resort, which led to a 90% upswing in business over a six-month period.
Timeline
Chief Concierge Manager
King Christian Hotel
03.2021 - Current
Special Events Coordinator/Hospitality Team Member
Yellow Bicycle Catering/Fish Market
01.2016 - 01.2021
Volunteer Coordinator/SpecialEvents/Talent
The Trumpet Awards
01.2008 - 01.2012
Fulton County Housing Authority
Executive Administration Assistant /CEO/CFO/COO
01.2005 - 03.2011
Atlanta Metropolitan College
Some College (No Degree) from Communication Studies - Communication Studies
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