Kilby Thomas
Pearland,TX
Summary
Dedicated professional with expertise in enhancing guest satisfaction through exceptional customer service, effective communication, and meticulous attention to detail.
Overview
33
33
years of professional experience
Work History
Lifestyles Concierges
Aspire Lifestyles
Alexandria, Virginia
11.2022 - 03.2026
- Delivered exceptional customer service to enhance guest experiences and satisfaction.
- Provided personalized recommendations for local attractions and dining options to Platinum Cardmembers, enhancing their overall experience.
- Collaborated with team members to streamline concierge operations and improve efficiency.
- Cultivated relationships with local vendors to expand and enrich service offerings for clients.
- Managed reservations and booking requests using advanced hospitality software systems.
- Maintained guest privacy and building reputation by keeping information confidential.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Coordinated special requests for guests, arranging flowers or champagne in guest rooms to create memorable experiences.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Made reservations for spa treatments, restaurants and golf tee times.
Hospitality Asscociate
The Local Cafe and Restaurant
Lake Jackson, Texas
08.2008 - 05.2011
- Collaborated with kitchen staff to ensure timely meal service for guests.
- Provided exceptional customer service by addressing guest inquiries promptly.
- Managed reservations and coordinated room assignments for optimal occupancy.
- Trained new staff on hospitality protocols and company policies effectively.
- Handled cash transactions and processed payments accurately at the front desk.
- Minimized risks to guests by strictly following sanitizing procedures for different areas.
- Resolved guest complaints promptly to enhance satisfaction and foster positive experiences.
- Prepared entrees, side dishes, and desserts for guests during busy periods.
- Welcomed customers to property and offered immediate assistance with needs.
- Guided guests through menu options and provided personalized recommendations to enhance dining experience.
Chef's Case & Customer Service Assciate
Central Market HEB
Austin, Texas
04.2000 - 06.2005
- Resolved customer complaints about food quality or service, enhancing overall dining experience.
- Assisted customers with product inquiries and efficiently resolved complaints, contributing to customer satisfaction.
- Trained and mentored junior kitchen staff in food preparation techniques.
- Prepared and cooked diverse menu items for customer satisfaction.
- Ensured adherence to food safety and sanitation standards consistently.
- Prepared high-quality dishes according to established recipes.
- Inspected raw materials for freshness and quality before use in food preparation.
- Monitored food preparation methods, portion sizes, and garnishing to ensure adherence to recipes and presentation standards, maintaining high quality in every dish.
- Collaborated with restaurant management to align kitchen operations with goals of establishment.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
Travel Consultant
Amelia Martin Travel
Dallas, Texas
09.1993 - 02.1998
- Researched and booked accommodations, transportation, and activities worldwide.
- Collaborated with suppliers to secure competitive rates and exclusive offers.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Developed customized travel plans to meet customer needs and preferences.
- Searched and confirmed travel reservations for customers.
- Provided customers with detailed information about travel destinations and packages.
- Reserved hotel rooms for business travelers based on individual preferences, schedules, and budgets.
- Helped clients achieve lowest fairs fares and minimize risks of penalties.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Processed payments from customers using a variety of methods such as credit cards, cash or checks.
- Conducted research on new destinations and attractions to expand product portfolio.
- Monitored competitors' prices and offerings to maintain competitive edge in the market.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Booked transportation and hotel reservations using computer or telephone.
Education
Associate of Science - Healthcare
Brazosport College
Lake Jackson, TX05-2015
Skills
- Reservation management
- Dining reservations
- Hospitality software
- Customer service
- Client engagement
- Customer communication
- Privacy management
- Attention to detail
- Excellent multitasking
- Highly adaptable
- Vendor relations
- Effective communication
- Active listening
- Team collaboration
- Strong interpersonal skills
- Discreet confidentiality
Timeline
Lifestyles Concierges
Aspire Lifestyles
11.2022 - 03.2026
Hospitality Asscociate
The Local Cafe and Restaurant
08.2008 - 05.2011
Chef's Case & Customer Service Assciate
Central Market HEB
04.2000 - 06.2005
Travel Consultant
Amelia Martin Travel
09.1993 - 02.1998
Associate of Science - Healthcare
Brazosport College