Mark Ingersoll
Longwood
Summary
Professional hospitality expert prepared to offer top-tier guest services and enhance customer experiences. Proven track record in managing guest interactions and providing tailored solutions to ensure satisfaction. Known for strong collaborative skills and results-driven approach, with focus on maintaining a welcoming and efficient environment.
Overview
10
10
years of professional experience
Work History
Lobby Concierge
Loews Hotels
Orlando, Fl
10.2023 - Current
- Greeted guests warmly, fostering a welcoming atmosphere and enhancing overall guest experience.
- Coordinated guest services, ensuring timely responses to inquiries and requests for assistance.
- Provided detailed information about hotel amenities, local attractions, and dining options to enhance guest satisfaction.
- Managed reservations efficiently, utilizing property management systems to streamline operations.
- Trained new team members on operational procedures and best practices for exceptional service delivery.
- Oversaw daily lobby operations, implementing processes that improved workflow efficiency and guest interactions.
- Organized group tours or excursions based on guest interests and preferences, creating lasting memories for travelers visiting the area.
- Resolved guest concerns promptly and professionally, fostering positive customer relationships and repeat business.
- Managed concierge desk operations efficiently while maintaining a professional demeanor under high-pressure situations or peak occupancy periods.
- Continuously updated reference materials on local attractions, restaurants, shops, and transportation options allowing faster response time to inquiries from guests.
- Increased overall satisfaction scores through proactive communication with guests about hotel policies, amenities, and special offerings during their stay.
- Enhanced guest satisfaction by providing personalized recommendations and assistance with local attractions, dining, and transportation.
- Maintained up-to-date knowledge of local attractions, events, and services to provide accurate information and tailored suggestions based on guest preferences.
- Coordinated transportation arrangements as needed for guests.
Server
Carrabba's Italian Grill
Kissimmee, FL
05.2021 - 10.2023
- Delivered exceptional customer service in high-volume, fast-paced operations, enhancing guest satisfaction.
- Familiarized guests with menu and daily specials
- Mastered point-of-service (POS) computer system for automated order taking.
- Handled currency and credit transactions quickly and accurately.
- Resolved complaints promptly and professionally.
- Communicated clearly and positively with coworkers and management.
- Cultivated loyal clientele through friendly interactions and personalized service.
- Addressed and resolved complaints swiftly and professionally, ensuring positive guest experiences.
- Assisted management with inventory control and stock ordering.
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Collaborated with kitchen staff to ensure timely and accurate order fulfillment.
Server
Walt Disney World Resort
Lake Buena Vista, FL
04.2017 - 10.2020
- Enhanced the dining experience by ensuring each guest received immediate, personalized and professional attention at Tony's Town Square Restaurant in the Magic Kingdom.
- Took orders, presented specials, and made menu suggestions to enhance the guest dining experience.
- Up-sold wines and specials, contributing to increased sales through professional service.
- Up-sold wines and specials with professional appearance and manner.
- Anticipated and fulfilled guest needs, resulting in improved satisfaction and repeat visits.
- Followed proper plate presentation and garnished setup details.
- Followed proper plate presentation and garnished setup details.
- Managed multiple tables efficiently, prioritizing guest needs during peak hours.
Server
Grand Floridian Resort and Spa
Bay Lake, FL
07.2016 - 04.2017
- Prepared dining room for service inspections at Grand Floridian Cafe before and after each shift.
- Leveraged detailed menu knowledge to enhance customer experience and drive sales.
- Utilized a personal system to organize customers' orders and provide excellent service
- Organized customer orders efficiently to ensure timely service and satisfaction.
- Acquired loyal customers and received outstanding reviews
- Built relationships with customers to foster loyalty and received outstanding reviews
- Assisted in maintaining restaurant cleanliness and organization throughout shifts.
Education
High School Diploma -
Nation Ford High School
Fort Mill, ScSkills
- Lobby management
- Food and beverage service
- Local attraction knowledge
- Personalized recommendations
- Crisis management
- Efficient task prioritization
- Multitasking and organization
- Attention to detail
- Clear communication
- Guest privacy management
- Team player mentality
- Brand representation
Timeline
Lobby Concierge
Loews Hotels
10.2023 - Current
Server
Carrabba's Italian Grill
05.2021 - 10.2023
Server
Walt Disney World Resort
04.2017 - 10.2020
Server
Grand Floridian Resort and Spa
07.2016 - 04.2017
High School Diploma -
Nation Ford High School