Marvell Gay
Miami,FL
Summary
Adept at leading valet operations, I enhanced customer satisfaction and streamlined parking efficiency at Metro Parking Service Valet. Skilled in policy enforcement and delivering exceptional service, my leadership boosted team performance and safety standards. Expert in multitasking and communication, I successfully resolved guest issues, fostering brand loyalty and operational excellence. Knowledgeable professional focused on satisfying customers, protecting vehicles, and minimizing delays. Drives safely to prevent damages or mistakes. Great at putting people at ease and maintaining positive business reputation. Motivated Valet Supervisor always ready to take on any guest need and support team members. Keeps staff focused, efficient and performing well with hands-on leadership style and effective training skills. Effective at keeping records updated and consistently enforcing policies. Friendly Valet with talent for customer service and satisfaction in fast-paced environments. Communicates well and supports team members with creative problem-solving. Proven history of fostering positive guest experiences to meet team, individual and corporate objectives.
Overview
13
13
years of professional experience
Work History
Front Desk Supervisor
Ritz-Carlton Residences Washington DC
Washington DC, DC
03.2019 - 01.2024
- Conducted regular performance evaluations of front desk staff members.
- Provided concierge services for guests.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Provided support to guests with check-in and check-out procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Oversaw cash and credit card payment transactions at the front desk.
- Ensured that all safety regulations were followed at all times.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Greeted and welcomed guests in a friendly, professional manner.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Implemented strategies for improving customer service standards across the department.
- Created weekly schedules for front desk staff according to business needs.
- Analyzed data from surveys to identify areas of improvement in the hotel's services.
- Arranged special accommodations for guests to enhance visitor experiences.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Monitored the front desk staff to ensure proper customer service was provided.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Resolved customer complaints promptly and efficiently.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Valet Parking Supervisor
Metro Parking Service Valet
Washington, DC
03.2017 - 04.2020
- Drove vehicles to parking area, secured vehicles and returned tag and keys to key booth.
- Informed guests of location of hotel reception, concierge and lounges.
- Investigated any incidents involving damage or theft of vehicles parked by the valets.
- Created exceptional customer service by delivering safe, seamless and prompt parking experiences.
- Ensured valet staff adhered to company policies and procedures.
- Supervised daily operations of the valet parking service, including scheduling and assigning tasks.
- Greeted guests, explained valet procedures and answered questions to drive satisfaction and repeat business.
- Resolved guests' problems with valet service to maintain brand loyalty and minimize disruptions.
- Parked and retrieved guest vehicles quickly to avoid long wait times.
- Verified correct use of procedures and recordkeeping requirements by each valet team member.
- Resolved customer complaints in a timely manner while ensuring high-quality service standards were maintained.
- Developed strategies to maximize efficiency of the valet operation while minimizing costs associated with labor and materials.
- Greeted guests and answered questions about valet service, directions and local attractions.
- Maintained records of all vehicles parked by the valet staff and tracked their locations at all times.
- Dispatched personnel and vehicles in response to telephone or radio reports of emergencies.
- Reported unusual or unsafe situations to security for immediate attention.
- Coordinated team of valets handling car parking needs for regular guests and special event parking.
- Issued ticket stubs and gave customers matching stub for locating parked vehicles.
- Served as an ambassador for the organization, representing it in a positive light at all times.
- Provided support and guidance to new hires during the onboarding process.
- Maintained cleanliness of service area by sweeping, mopping and organizing.
- Managed inventory of supplies needed for successful operation of the valet parking service.
- Coached team members to consistently exceed superior customer service standards.
- Collaborated with other departments within the organization on projects that involved valet services.
- Returned guests' vehicles while following safe driving practices and obeying traffic laws.
- Conducted regular performance reviews with valet attendants in order to identify areas for improvement.
- Enforced strict safety rules and regulations to protect workers and minimize company liability.
- Enforced safety protocols for both customers and employees when operating motorized vehicles.
- Motivated team to exceed performance targets with fast, accurate service in handling diverse materials.
Concierge Attendant
Turnberry
Arlington, VA
01.2011 - 01.2016
- Handled mail and package deliveries, keeping items secure.
- Responded promptly to requests from guests via phone or email.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Directed incoming calls and messages to appropriate staff or residents.
- Managed front desk operations during peak hours of operation.
- Dispatched bellhop staff as necessary to assist with luggage handling.
- Ensured safekeeping of packages and deliveries for guests.
- Assisted guests with special requests, including floral arrangements and room decorations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Coordinated luggage storage and delivery with housekeeping staff when needed.
- Provided business services for guests, including faxing, copying, and courier arrangements.
- Handled all guest inquiries in a friendly and professional manner.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Monitored security cameras throughout the property to ensure safety of guests and employees alike.
- Ensured that all guest complaints were addressed in a timely manner.
- Handled guest inquiries and resolved issues promptly to ensure satisfaction.
Education
High School Diploma -
West Potomac High School
Alexandria, VA06-1992
Some College (No Degree) - Journalism And Mass Communication
Norfolk State University
Norfolk, VASkills
- Policy enforcement
- Vehicle safety
- Incident reporting
- Task delegation
- Employee scheduling
- Customer complaint handling
- Customer service and support
- Parking expertise
- Guest assistance
- Verbal and written communication
- Multitasking and organization
- Valet procedures
- Problem-solving
- Baggage transport
- Customer service excellence
- Valid Driver's license
- Team player mentality
- Punctual and reliable
- Standard vehicle operation
- Clean driving record
- Professional appearance
- Loading and unloading
Timeline
Front Desk Supervisor
Ritz-Carlton Residences Washington DC
03.2019 - 01.2024
Valet Parking Supervisor
Metro Parking Service Valet
03.2017 - 04.2020
Concierge Attendant
Turnberry
01.2011 - 01.2016
High School Diploma -
West Potomac High School
Some College (No Degree) - Journalism And Mass Communication
Norfolk State University
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