Marilyn Lacy
Bowie,Maryland
Summary
Certified Concierge with a proven track record in guest relations and hospitality services, recognized for significantly enhancing guest satisfaction through proactive communication and service excellence. Expertise includes managing diverse responsibilities such as event planning and emergency response while fostering a welcoming environment. Demonstrated success in improving service delivery processes, resulting in increased positive feedback from clients. Core competencies encompass effective communication, problem-solving, and adaptability, with a strong commitment to delivering high-quality guest experiences.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Certified Concierge
First Baptist Church of Glenarden International
Landover, Maryland
08.2022 - Current
- I spoke with patrons to converse, answer questions, or respond to complaints.
- Acknowledged and greeted guests entering or leaving the building, promoting a pleasant environment.
- Trained new concierge staff on best practices and hotel policies.
- Gave clear directions to local museums, restaurants, and places of interest to patrons.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Offered guests beverages and refreshments upon check-in.
- Ensured that all customer complaints were addressed in a timely fashion.
- Managed guest check-ins and check-outs, ensuring a seamless experience.
- Built and maintained productive relationships with employees.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Handled mail and package deliveries, keeping items secure.
- Handled guest inquiries and resolved issues promptly to ensure satisfaction.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Retained knowledge of local events to offer recommendations and personal services.
- Maintained guest privacy and building reputation by keeping information confidential.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Ensured safekeeping of packages and deliveries for guests.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Arranged for translators and other special services for guests.
- Directed incoming calls and messages to appropriate staff or residents.
Education
Bachelor of Arts - Lay Ministry
Denver Seminary
Denver, CO01-2021
Skills
- Sales
- Vendor interaction
- Marketing
- Entertainment assistance
- Reservation coordination
- Housekeeping collaboration
- Front desk support
- Safety procedures
- Decision-making
- Outstanding customer service
- Superior organization
- Transportation coordination
- Problem-solving
- Quality assurance
- Issue troubleshooting
- Event planning experience
- Verbal and written communication
- Conflict resolution
- Guest relations
- Effective decision making
- Hospitality service expertise
- Guest services
- Strong work ethic
- Training and mentoring
- Multitasking and organization
- Stress management
- Personal information protection
- Attention to detail
- Discreet confidentiality
- Accurate record keeping
- Emergency response
- Efficient resourcefulness
- Guest accommodations
- Relationship building
- Cultural awareness
- Detail-oriented approach
- Conflict resolution expertise
- Excellent multitasking
- Maintaining composure
- Team player mentality
- Telephone etiquette
- Event planning
- Polite telephone etiquette
- Guest experiences
- Customer service
- Highly adaptable
- VIP service
- Reliable punctuality
- Exceptional communication
- Hospitality
- Proactive attitude
Certification
- NSC First Aid, CPR & AED Certified
- Adult Mental Health First Aid Certified
- Certified Concierge NCA DC Chapter
Accomplishments
- Professionalism in the Office
- Conflict Resolution
- Analytically solving a problem
- Critical Thinking: Optimal Understanding
- Being a Great Mentor or Mentee
- Dealing with Difficult People
- Emotional Intelligence
- Gift and Hospitality Issues: Actions for Success
- Gift and Hospi5tality Issues: What You Need to Know
- Gift and Hospitality Issues: Workplace Skills for Success
- Gift and Hospitality Issues: Ethical Issues and Problems
- The Art of Empathy
- Developing Resilience
- R U Ok? (Hospitality)
- How to Appraise Challenging Staff Members
- Leading Dynamic Teams
- How to Close a Difficult Conversation
- Workplace Diversity, Inclusion and Sensitivity (w/ Racial Identity and Racism)
- Workplace Safety: Fire Prevention and Fire Safety
- Unconscious Bias
- Emotional Intelligence
Timeline
Certified Concierge
First Baptist Church of Glenarden International
08.2022 - Current
Bachelor of Arts - Lay Ministry
Denver Seminary
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