Kelsey Madore
Honolulu,HI
Summary
Proven marketing and guest service expert, adept in dynamic communication and marketing strategies, with a track record of enhancing customer satisfaction and retention. Leveraging promotional information and personable guest service skills, consistently improved team performance and guest experiences, contributing to significant business growth.
Overview
7
7
years of professional experience
Work History
In House Marketing Coordinator
Wyndham
Honolulu, HI
02.2024 - Current
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Delivered above-and-beyond service to owners and guests by making outside venue reservations and setting up tours.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Answered multi-line phone system and greeted callers enthusiastically.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Assisted guests by furnishing information and directions to gift shops and dining areas.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Oversaw fast-paced concierge operations and guests' needs at busy facility.
- Booked qualified owners and none owners for timeshare presentations.
In House Marketing Manager
Hilton Grand Vacations Club
Honolulu, HI
02.2023 - 02.2024
- Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Mentored junior team members, providing guidance and support to foster professional growth and skill development within the marketing department.
- Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
- Executed email marketing campaigns to nurture leads and convert prospects into customers.
- Coordinated with sales teams to align marketing and sales strategies, driving revenue growth.
- Negotiated with vendors and service providers, securing favorable terms and supporting budget objectives.
- Implemented customer feedback loops, refining marketing strategies for improved customer satisfaction.
- Crafted persuasive marketing materials, including brochures and presentations, to support sales efforts.
- Established brand guidelines to ensure consistency across all marketing materials and communications.
- Trained junior marketing staff, elevating team capabilities and performance.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
Lead Concierge
Hilton Grand Vacations
Honolulu, Hawaii
05.2021 - 02.2023
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP, with high degree of service .
- Maintained concierge book to provide visitors with access to relevant local information.
- Arranged for transportation to and from airport, and events for visitors.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance production.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base for timeshare presentations.
- Supported local activities, museums, restaurants and other tourist-oriented spots by promoting events to hotel guests.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Conducted competitive research to understand best practices and potential differentiators.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
Off Property Concierge
Diamond Resorts
Honolulu, HI
10.2019 - 05.2021
- Maintained concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP, with high degree of service.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Booked qualified participants for Timeshare Presentations.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Concierge
Diamond Resorts
South Lake Tahoe, California
11.2017 - 10.2019
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Answered multi-line phone system and greeted callers enthusiastically.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Oversaw fast-paced concierge operations and guests' needs at busy facility.
Education
Associate of Arts - Criminal Justice
Lake Tahoe Community College
South Lake Tahoe, CA06.2018
High School Diploma -
Douglas High School
Minden, NV06.2009
Skills
- Promotional Information
- Sightseeing Tours
- Personable Guest Service
- Company Standards
- Amenities Information
- Office Support
- Customer Experience
- Dynamic Communication Skills
- Meeting Organization
- Travel Arrangement Coordination
- Problem Anticipation and Resolution
- Concierge Assistance
- Customer Service Process Improvement
- Dining Recommendations
- Personalized Support
- Marketing Strategies
- Guest Assistance
- Professional Relationships
- Performance Strategies
- Hotel Reservations
- Travel Accommodations
- Document Organization
- Performance Improvement
- Originality and Creativity
- Communications Strategies
- Business Operations
- Issue Resolution
- Client Service
- Administrative Support
- Reservation Procedures
- Customer Satisfaction
- Closing Procedures
- Customer Needs Assessments
- Customer Inquiries
- Special Assignments
- Concierge Services
- Guest Satisfaction
- Guest Experiences
- New Product Information
- Telephone Etiquette
- Customer Retention
- Information Updates
- Customer Relations
- Constructive Feedback
Timeline
In House Marketing Coordinator
Wyndham
02.2024 - Current
In House Marketing Manager
Hilton Grand Vacations Club
02.2023 - 02.2024
Lead Concierge
Hilton Grand Vacations
05.2021 - 02.2023
Off Property Concierge
Diamond Resorts
10.2019 - 05.2021
Concierge
Diamond Resorts
11.2017 - 10.2019
Associate of Arts - Criminal Justice
Lake Tahoe Community College
High School Diploma -
Douglas High School