RAPHAEL S. FERGUSON II
Baltimore,MD
Summary
Hospitality professional with 10+ years of experience in luxury guest services, concierge leadership, and on-the-floor event support. Skilled in VIP guest engagement, vendor coordination, and real-time event execution across hotel, residential, and large-scale festival environments. Recognized for professionalism, operational awareness, and calm problem-solving in fast-paced settings. Seeking continued growth within luxury event operations and concierge roles.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
Hyatt Regency
Baltimore, MD
07.2024 - Current
- Facilitated seamless individual, group, and VIP arrivals to enhance overall guest experience.
- Serve as key contact for in-house meetings and events, assisting with guest flow, timelines, and special accommodations.
- Review group notes and event details to ensure seamless communication across departments.
- Collaborate with Events, Banquets, Rooms, Housekeeping, and Engineering teams to resolve operational challenges efficiently.
- Initiated and implemented a UV key sanitation program within the Front Office, reducing key replacement costs and generating approximately $3,000 per month in operational savings.
- Recognized as Bmore Star (Employee of the Month) and recipient of four Crab Pins for exceptional service to in-house groups.
Front Desk Concierge Lead
University One Condominiums
Baltimore, MD
03.2023 - 07.2024
- Served as primary liaison for residents, guests, vendors, and contractors within a luxury residential environment.
- Supported community events through coordination and on-site assistance.
- Managed daily concierge operations including guest services, access control, scheduling, and reporting.
- Coordinated maintenance requests, liaising between residents and service teams to ensure timely resolutions.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
Concierge Supervisor
The Tala at Washington Hill / Stratton Amenities
Baltimore, MD
02.2022 - 02.2023
- Supervised concierge staff to ensure consistent service excellence.
- Scheduled shifts, trained team members on hospitality standards, and oversaw access control procedures.
- Streamlined workflows and documentation to improve operational efficiency.
Café Manager
Vagrant Coffee
Baltimore, MD
10.2020 - 01.2022
- Managed daily operations, staffing, inventory, and overall guest experience.
- Curated and executed community-focused events including open mics, tastings, and pop-ups.
- Developed and deployed digital promotions that increased engagement and brand visibility.
Assistant Operations Manager – Events & Productions
House of Dash LLC
Washington
01.2016 - Current
- Supported large-scale festivals including NCF and All Things Go, coordinating vendor placement, site logistics, and load-in/load-out schedules.
- Supervised on-site staff and volunteers while reporting operational updates to senior leadership.
- Managed VIP and front-gate credentialing, ensuring smooth guest flow and elevated attendee experience.
- Directed food service vendors, verified documentation and fees, and served as primary on-site contact for vendor coordination.
- Assisted small business owners with curated brunches and private events, serving as guest and VIP liaison and overseeing special requests and amenities.
- Coordinated vendors, creative teams, and event staff to maintain seamless execution and service standards.
- Served as Casting Director and Production Operations Support for local film and music productions, managing talent coordination, production schedules, and location logistics.
- Resolved real-time operational challenges while ensuring compliance with safety and permit requirements.
Administrative & Concierge Support
Washington, DC & Virginia
01.2008 - 01.2019
- Provided concierge and administrative support for government and luxury residential clients.
- Assisted with scheduling, visitor coordination, and event-related logistics.
Production Assistant
Kennedy Center ARTSEDGE
Washington, DC
10.2013 - 10.2017
- Supported AV setup and live event logistics.
- Produced promotional materials including photography, online videos, and marketing assets.
- Assisted in pre-production planning, coordinating schedules and resources for video shoots.
Education
Certificate - Digital Filmmaking
Boston University – Center for Digital Imaging Arts
High School Diploma - undefined
Eleanor Roosevelt High School
Greenbelt, MDSkills
- Event Concierge & Group Support
- VIP Guest Relations
- Vendor Coordination
- Large-Scale Event Operations
- Banquet Event Order Familiarity
- Microsoft Office
- Google Workspace
- Canva
- Adobe Photoshop
- Operational Organization
- Professional Communication
- Adaptability
Timeline
Front Desk Agent
Hyatt Regency
07.2024 - Current
Front Desk Concierge Lead
University One Condominiums
03.2023 - 07.2024
Concierge Supervisor
The Tala at Washington Hill / Stratton Amenities
02.2022 - 02.2023
Café Manager
Vagrant Coffee
10.2020 - 01.2022
Assistant Operations Manager – Events & Productions
House of Dash LLC
01.2016 - Current
Production Assistant
Kennedy Center ARTSEDGE
10.2013 - 10.2017
Administrative & Concierge Support
Washington, DC & Virginia
01.2008 - 01.2019
High School Diploma - undefined
Eleanor Roosevelt High School
Certificate - Digital Filmmaking
Boston University – Center for Digital Imaging Arts