Mark Myers
Bay,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Front Desk Concierge
First Service Residential
06.2018 - Current
- Used internal software to process reservations, check-ins and check-outs.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Participated in regular staff meetings and training sessions to stay current on industry trends and maintain professional development.
- Processed payments accurately, balancing cash drawer at the end of each shift.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Security Officer
Allied Universal Security Services
07.2016 - 06.2018
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Monitored CCTV cameras and alarm systems for security breaches.
- Investigated suspicious activities and persons to maintain security of premises.
Concierge-Securtiy
Walden Security
05.2010 - 07.2016
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Food and Beverage Manager
Hyatt Hotels Corp
10.2006 - 08.2010
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Organized successful special events that contributed to increased sales figures.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Coordinated with vendors to secure competitive pricing on ingredients, supplies, and equipment.
- Maintained compliance with industry standards regarding alcohol service guidelines by regularly updating staff training and certifications.
- Coordinated with catering staff to deliver food services for special events and functions.
- Implemented effective inventory control systems to reduce food spoilage and waste.
Education
High School Diploma -
Miami Palmetto Senior High School
Miami, FL05.1977
Skills
- Team player attitude
- Conflict Resolution
- Transportation Coordination
- Exceptional communication
- Concierge services knowledge
- Guest Relations
- Training and mentoring
- Hospitality services
- Front Desk Management
- Hospitality best practices
Timeline
Front Desk Concierge
First Service Residential
06.2018 - Current
Security Officer
Allied Universal Security Services
07.2016 - 06.2018
Concierge-Securtiy
Walden Security
05.2010 - 07.2016
Food and Beverage Manager
Hyatt Hotels Corp
10.2006 - 08.2010
High School Diploma -
Miami Palmetto Senior High School