Karsten Hickson
Centreville,MD
Summary
Results-driven Concierge Manager with expertise in enhancing guest relations and operational efficiency. Proven ability to coordinate services and manage inquiries that elevate customer experiences. Strong communication and relationship management skills contribute to delivering exceptional service and satisfaction.
Overview
4
4
years of professional experience
Work History
Concierge Manager
Queenstown Harbor Golf Course
Queenstown, Maryland
01.2025 - Current
- Managed guest relations, delivering exceptional customer service experiences.
- Handled inquiries, directing guests to amenities and providing local recommendations.
- Maintained accurate records of services and guest preferences.
- Developed standard operating procedures to enhance efficiency in concierge services.
- Established relationships with local businesses for guest discounts and exclusive offerings.
- Coordinated catering services for all guests to ensure satisfaction.
- Collected payments from guests accurately and efficiently.
- Booked reservations based on incoming inquiries to maximize occupancy.
Sales Manager
Queenstown Harbor Golf Course
Queenstown, Maryland
03.2023 - 04.2024
- Managed daily lodging operations, prioritizing guest comfort and satisfaction.
- Streamlined coordination of room assignments and housekeeping schedules for enhanced efficiency.
- Addressed guest complaints swiftly to uphold a positive lodging atmosphere.
- Generated and sent contracts to guests, ensuring efficient booking procedures.
- Secured timely payment collection from guests by established due dates.
- Arranged catering services and tee times tailored to guest preferences.
- Provided on-call support for all guest needs and inquiries.
Lodging Assistant
Queenstown Harbor Golf Course
Queenstown, Maryland
04.2022 - 05.2023
- Proactively managed guest needs to guarantee smooth stays.
- Addressed guest inquiries via email and phone to maintain high service standards.
- Streamlined daily operations at golf course to enhance service delivery.
- Organized catering and tee time arrangements, ensuring alignment with guest specifications.
- Ensured timely processing of guest payments, maintaining operational flow.
- Collected payments from guests consistently to uphold financial integrity.
Education
Some College (No Degree) - Project Management
Liberty University
Lynchburg, VASkills
- Concierge services
- Reservation management
- Hospitality management
- Customer service
- Payment processing
- Upselling techniques
- Team supervision
- Team collaboration
- Relationship building
- Problem-solving abilities
- Problem-solving
- Problem-solving
Timeline
Concierge Manager
Queenstown Harbor Golf Course
01.2025 - Current
Sales Manager
Queenstown Harbor Golf Course
03.2023 - 04.2024
Lodging Assistant
Queenstown Harbor Golf Course
04.2022 - 05.2023
Some College (No Degree) - Project Management
Liberty University