Kelly Gilfillan
San Jose,CA
Summary
Driven Front Desk Concierge, highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Constantly focused on learning and building skillsets.
Overview
13
13
years of professional experience
Work History
Concierge
Office Of Facilities Management And Planning
09.2022 - Current
- Contributed to welcoming environment by greeting building occupants upon arrival and addressing any immediate needs or concerns.
- Organized all internal and external mail system, making sure that all packages were logged and that emails were sent out to building occupants within first 6 weeks of being hired.
- Liaison between building occupants concerns and workflow team and contractors identified to improve or implement work orders in building.
- Mentored and trained new concierge team members, fostering supportive work environment conducive to professional growth.
- Enhance service quality and overall satisfaction levels from building occupants.
- Participated in ongoing training programs designed to improve and maintain up-to-date knowledge of industry trends and best practices for concierge as well as administrative courses.
- Apart of engagement committee, planning, implementing and participating in OFPM monthly events.
Lead Server
Stack's
10.2011 - 08.2022
- Cultivated warm relationships with regular customers.
- Maintained clean and welcoming dining environment for guest comfort and enjoyment.
- Trained 30 new hires on restaurant policies, procedures, and exceptional customer service standards.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Assisted management staff with weekly food orders and scheduling.
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Handled customer complaints professionally, resolving issues promptly to maintain positive relationships.
Education
Stanford Continuing Studies
Bachelor of Science - Recreation Management
San Jose State University
San Jose, CA12.2021
Skills
- Exceptional Communication
- Interpersonal Relations
- Strong Work Ethic
- Excellent Multitasking
- Guest Experiences
- Calendar and Scheduling Software
- Training and Mentoring
- Hospitality Service Expertise
- Conflict Resolution
- Assisted with Department Events
- Team Player Mentality
Timeline
Concierge
Office Of Facilities Management And Planning
09.2022 - Current
Lead Server
Stack's
10.2011 - 08.2022
Stanford Continuing Studies
Bachelor of Science - Recreation Management
San Jose State University
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