Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kimberle Reid

Bowie,MD

Summary

Highly communicative professional with more than 15 years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.

Overview

33
33
years of professional experience

Work History

Concierge

Riggs Washington D.C.
08.2022 - Current
  • Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
  • Maximized guest satisfaction by promptly addressing concerns and resolving issues.
  • Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
  • Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
  • Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
  • Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.

Concierge

Hotel Washington
09.2021 - 01.2023
  • Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Facilitated and coordinated transportation services for guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Upheld hotel policies and procedures by providing high level of customer service.

Senior Concierge

W Hotel
04.2011 - 09.2021
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
  • Built strong relationships with local businesses and vendors, securing exclusive deals for guests.
  • Coordinated transportation arrangements for guests, facilitating seamless travel experiences.
  • Assisted in training new staff members, sharing expertise on best practices in concierge services.
  • Developed rapport with frequent guests, resulting in repeat business and positive reviews.
  • Managed inventory of essential items such as toiletries, towels, and linens for optimal guest comfort.
  • Provided expert guidance on local activities and attractions tailored to each guest''s unique interests enhancing their overall experience at the property.
  • Handled confidential information with discretion maintaining the privacy of high-profile clients.
  • Balanced multiple tasks simultaneously prioritizing urgent requests while maintaining a calm professional demeanor under pressure.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Upheld hotel policies and procedures by providing high level of customer service.

Concierge/Manager on Duty

Hotel Monaco
03.2006 - 04.2011
  • Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
  • Streamlined communication between departments, ensuring efficient service delivery to guests.
  • Maximized guest satisfaction by promptly addressing concerns and resolving issues.
  • Supported event planning efforts, contributing to the successful execution of memorable occasions.
  • Handled customer complaints to satisfy and retain guests.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Greeted guests upon arrival by providing warm welcome.
  • Managed check-in and check-out procedures for guests.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Assisted guests with variety of services and local attraction information.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Scheduled and confirmed restaurant reservations for guests.
  • Facilitated and coordinated transportation services for guests.

Sales and Service Manager

Hotel George
01.2005 - 01.2006
  • Enhanced customer satisfaction rates by delivering exceptional service and promptly addressing concerns.
  • Streamlined internal processes for increased efficiency, improving overall team performance and productivity.
  • Cultivated partnerships with industry influencers, resulting in increased brand awareness and improved market positioning.
  • Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Created and reviewed invoices to confirm accuracy.

Concierge

Hotel Monaco
01.2002 - 01.2005
  • Scheduled and confirmed restaurant reservations for guests.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Facilitated and coordinated transportation services for guests.
  • Assisted with luggage handling, valet services and concierge services.
  • Assisted guests with variety of services and local attraction information.
  • Managed check-in and check-out procedures for guests.
  • Maintained accurate and up-to-date records of guest information.

Front Office Manager

Hotel George
12.1997 - 12.2001
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.

Conference Services

National Academies Travel
01.1993 - 12.1997
  • Assisted in the planning phase of conferences, contributing to the development of event timelines and agendas.
  • Coordinated travel arrangements for key conference participants such as speakers or VIP guests.
  • Adapted quickly to last-minute changes or unexpected situations, maintaining a calm and professional demeanor for the benefit of all conference attendees.
  • Managed strict deadlines effectively by prioritizing tasks, resulting in well-organized conferences that met or exceeded client expectations.

Head Teller

NationsBank
01.1991 - 01.1993
  • Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
  • Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
  • Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
  • Maintained up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance of team members and clients alike.
  • Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
  • Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
  • Oversaw currency shipments and deposits while adhering to strict safety guidelines.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.

Education

High School Diploma -

Frederick Douglass High School
Upper Marlboro, MD

Human Resources Management

Prince George's Community College
Upper Marlboro, MD

Skills

  • Travel Coordination
  • Guest Relations
  • Administrative Support
  • Vendor Interaction
  • Reservations Management
  • Hospitality Service Expertise
  • Guest Experiences
  • Training and Mentoring
  • Hospitality
  • Strong interpersonal skills

Accomplishments

  • Crafted unique, personalized guest experiences during visits or stays, resulting in 4-star service rating for resort.
  • Mentored newly hired personnel on customer service techniques which helped improve focus on guests and visitors.
  • Supervised team of 5 staff members.

Timeline

Concierge

Riggs Washington D.C.
08.2022 - Current

Concierge

Hotel Washington
09.2021 - 01.2023

Senior Concierge

W Hotel
04.2011 - 09.2021

Concierge/Manager on Duty

Hotel Monaco
03.2006 - 04.2011

Sales and Service Manager

Hotel George
01.2005 - 01.2006

Concierge

Hotel Monaco
01.2002 - 01.2005

Front Office Manager

Hotel George
12.1997 - 12.2001

Conference Services

National Academies Travel
01.1993 - 12.1997

Head Teller

NationsBank
01.1991 - 01.1993

High School Diploma -

Frederick Douglass High School

Human Resources Management

Prince George's Community College

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Kimberle Reid