Kelly Cole

As the remote concierge I am responsible for assisting artists with transportation, hotel accommodations, dinner recommendations and reservations, tickets and other request made.

• Coordinated transportation logistics for guests, ensuring punctual arrivals and seamless service to events.
• Developed strong relationships with guests through attentive service and proactive communication regarding their needs.
• Managed special requests from VIP guests, facilitating arrangements that exceeded their expectations consistently.
• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.

• Collaborated with sales team members to develop strategies for reaching monthly sales targets consistently.
• Increased sales revenue by consistently meeting and exceeding sales targets.
• Boosted sales revenue by implementing innovative marketing strategies and refining sales techniques.
• Increased sales leads by developing and executing effective outbound sales strategies.
• Increased commercial sales revenue by developing and implementing strategic sales plans.
• Boosted sales revenue by implementing effective sales strategies and building strong customer relationships.
• Exceeded monthly sales targets by implementing effective sales strategies and promoting company offerings.
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Increased product sales by developing and implementing effective sales strategies.
• Organized sales events to showcase products, leading to increased customer engagement and sales growth.
• Tracked sales performance data to identify areas of improvement and modify sales strategies accordingly.
• Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
• Analyzed sales performance to identify areas of weakness, making recommendations to improve sales.
• Increased sales revenue through effective seasonal promotions and services.

- Handled calls both using two-way radios and internal systems and email requests ensuring accurate logging and timely resolution of guest needs.

• - Dispatched bellmen to appropriate location ensuring prompt, accurate service
• - Worked closely with with Sales Department executing any requests for room deliveries, convention set up and information services
• - Worked closely with Casino Hosts to accommodate VIP guests with transportation, special requests, restaurant recommendations, room deliveries and F & B requests
• - Worked with tour groups and tour guides assisting guests with check in and luggage assistance.
• - Provided warm, clear information about property amenities, directions, and local attractions.
• - Gained firsthand knowledge of luxury guest expectations and multi-department coordination in a fast-paced hospitality
• Promoted teamwork among colleagues by proactively assisting others when needed.
• Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
• Generated reports to track deliveries and maintain proper records and documentation.
• Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
• Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
• Analyzed customer feedback and provided solutions to improve customer service.
• Welcome guests with a warm, energetic greeting and a genuine smile
• Provide informative and friendly assistance with the check-in process
• Offer expert knowledge about our resort amenities and local attractions
• Enter guest information accurately into our computer systems
• Direct guests to appropriate areas within the resort
• Collaborate with sales representatives to support their appointments
• Assist other departments as needed to ensure smooth operations
• Maintain a professional and approachable demeanor at all times
• Anticipate and address guest needs proactively
• Contribute to creating a positive and memorable guest experience

• - Delivered compassionate, detail-oriented care to my parents. Dad with dementia and Mom with cancer and COVID.
• - Handled communication with medical teams, scheduled appointments, and coordinated care with empathy and clarity.
• - Managed daily routines, errands, and home organization while ensuring a calm, respectful atmosphere.
• - Gained advanced interpersonal, de-escalation, and service skills — transferable to high-volume customer service environments.