Josh Osborn
KALAMAZOO,MI
Overview
16
16
years of professional experience
1
1
Certification
Summary
Adaptable hospitality professional with extensive front desk and concierge experience. Skilled in guest service, reservation coordination, and telephone etiquette. Proven ability to manage multiple requests, support team operations, and create welcoming experiences that improve guest satisfaction.
Work History
Concierge
Heritage Community of Kalamazoo
Kalamazoo, MI
11.2024 - Current
- Greeted residents, families, and guests while providing courteous front desk support and community directions.
- Answered phone calls, relayed messages, and coordinated inquiries with appropriate departments.
- Managed visitor sign-in procedures and maintained secure lobby access for residents and guests.
- Scheduled transportation requests, appointments, and package deliveries with attention to resident needs.
- Assisted residents with service requests, activity information, and general community resources.
- Maintained professional presence while delivering consistent customer service in a fast-paced senior living environment.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Improved customer satisfaction with prompt and accurate information about local attractions.
- Enhanced guest experience by providing personalized recommendations for dining and entertainment.
- Created welcoming and comfortable environment for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Maintained high level of professionalism and discretion when dealing with guests.
- Developed relationships with local businesses to secure discounts and special access for guests.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Ensured guest safety and security, monitoring public areas and managing access to guest floors.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Front Office
Greenleaf Hospitality Group
Kalamazoo, MI
08.2016 - 02.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shift.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
Front Desk Agent
Best Western Hotel
Kalamazoo, MI
03.2011 - 08.2016
- Processed reservations, modifications, and cancellations while verifying guest details and room availability.
- Managed check-in and check-out processes using property management systems with accuracy and professionalism.
- Resolved guest inquiries and service concerns promptly to maintain smooth front desk operations.
- Coordinated with housekeeping and maintenance to support room readiness and issue resolution.
- Handled cash, credit card transactions, and folio billings according to hotel procedures.
- Answered multi-line phones, directed calls, and provided clear information to guests.
- Maintained organized front desk records, logs, and shift reports for seamless handoffs.
- Trained new front desk staff on guest service standards, systems, and daily procedures.
- 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.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answer customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- 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.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Developed a quick reference guide for local attractions and dining, enriching guest experience.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Streamlined check-in and check-out processes for increased efficiency.
- Facilitated welcoming environment, greeting guests upon arrival.
Education
High School Diploma -
Parchment High School
Parchment Michigan06-1996
Skills
- Guest services
- Customer service
- Customer service excellence
- Guest relations
- Guest experiences
- Local attractions knowledge
- Reservation coordination
- Hospitality
- Customer communication
- Problem-solving skills
- Multitasking proficiency
- Attention to detail
- Attention to detail
- Highly adaptable
- Client satisfaction
- Event coordination
- Reservation coordination
Certification
Certified Tourism Ambassador for Kalamazoo
Timeline
Concierge
Heritage Community of Kalamazoo
11.2024 - Current
Front Office
Greenleaf Hospitality Group
08.2016 - 02.2024
Front Desk Agent
Best Western Hotel
03.2011 - 08.2016
High School Diploma -
Parchment High School