MICHAEL SMALL
Philadelphia,PA
Summary
Experienced Hospitality professional with an extensive background in customer service roles. Strong focus on providing stellar service while maintaining efficiency in fast-paced environments. Known for exceptional organizational skills, ability to multitask, and adaptability to varying guest needs. Made significant impact in previous roles through implementation of innovative solutions for improved guest satisfaction. With over 8 years of customer service experience and a year of hospitality experience. Exceeding the hotels loyalty award program sign ups in only 5 months; establishing myself as a staple to whichever company i’ve worked in.
Overview
9
9
years of professional experience
Work History
Front Desk Agent /Front Desk Night Auditor
Marriott Residence Inn
Philadelphia, United States
04.2024 - Current
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Hotel Loyalty program champion of 2024, enrolling the most guests into the program, gaining their loyalty and trust. Bringing in astronomically high numbers per month by 5%.
- Resolved customer complaints promptly and courteously.
- Monitored guest check-in and check-out procedures.
- Ensured proper customer service standards were met.
- Handled customer complaints in a professional manner.
- Developed strategies to improve customer satisfaction levels.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
Customer Service Supervisor
Wawa Inc
Glenside, United States
04.2016 - 04.2024
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Managed a group of over 50 employees while maintaining inventory compliance and exceptional customer service.
Store Associate
Aldi
Philadelphia, United States
09.2018 - 02.2019
- Process customer purchases, perform general cleaning duties, stock shelves and merchandise displays neatly
- Provide exceptional customer service, assist customers with their shopping experience
- Collaborate with team members and communicate clearly to the store management team
- Provide feedback to management on all products, inventory losses, scanning errors, and general issues
- Participate in taking store inventory counts according to guidelines and monitor inventory for accuracy.
Education
High School Diploma -
Agora Cyber Charter
06.2015
Skills
- Interpersonal Skills
- Leaderships Skills
- Critical Thinking
- Skill Development
- Customer Relations
- Active listening
- Time Management
- Adaptability & Flexibility
- Flexibility
- Outgoing and optimistic
Timeline
Front Desk Agent /Front Desk Night Auditor
Marriott Residence Inn
04.2024 - Current
Store Associate
Aldi
09.2018 - 02.2019
Customer Service Supervisor
Wawa Inc
04.2016 - 04.2024
High School Diploma -
Agora Cyber Charter