Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Reginald Lawson

Washington,DC

Summary

Seeking a position utilizing my extensive experience delivering exceptional customer service by emphasizing my ability to understand and meet customer needs, provide personalized assistance,and maintain a positive and professional demeanor.

Overview

23
23
years of professional experience

Work History

Front of House Usher

The Anthem DC
Washington, DC, DC
01.2018 - Current
  • Greeted and welcomed guests upon arrival.
  • Responded to inquiries from customers regarding shows, seating arrangements, pricing.
  • Maintained a clean and safe environment by regularly inspecting the lobby areas, restrooms, and theaters for debris or spills.
  • Controlled access to restricted areas within the theater complex including VIP lounges and backstage areas.
  • Informed guests of theater policies and procedures.
  • Assisted patrons with handicaps to appropriate seating.
  • Assisted patrons with special needs such as wheelchairs or other accessibility equipment.
  • Reported any incidents or accidents occurring on premises promptly to management.
  • Directed guests to correct location by documented ticket seats and answered questions about facility amenities.

Supervisor of Guest Services Representative

D.C. United
Washington, DC
04.2015 - Current
  • Provided assistance to guests throughout their stay.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Greeted and assisted guests with variety of inquiries, promoting service standards.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Handled customer complaints professionally and efficiently.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Identified issues and established facts to produce practical decisions and solutions for guests.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

VIP Services Representative

Touchdown Club FedEx Field
Landover, MD
08.2000 - Current
  • Assisted guests in answering questions and completing check-in and check-out processes.
  • Resolved guest complaints in a professional and courteous manner.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.
  • Greeted and welcomed guests upon arrival to ensure a positive first impression.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Education

Certificate - Personnel Administration And Management Specialist

U.S. Army Institute of Personnel And Resource Mgmt
Indianapolis, IN
04-1983

Some College (No Degree) - Liberal Arts And General Studies

University of Maryland European Division
Garmisch Germany

Some College (No Degree) - Spanish in The Workplace

University of The District of Columbia
Washington, DC

Some College (No Degree) - Plumbing Apprenticeship

UA Mechanical Trades School
Landover, MD

Skills

  • Strong Interpersonal Skills
  • Disability Awareness
  • First Aid Training
  • Guest and Client Satisfaction
  • Courteous and Professional Demeanor
  • Security Awareness
  • Ticket Taking
  • Quality Assurance
  • Verbal Communication
  • Ticket Checking
  • Security Understanding
  • Safety Awareness
  • Customer Relations
  • Incident Management
  • Emergency Response
  • Guest Service

References

References available upon request.

Timeline

Front of House Usher

The Anthem DC
01.2018 - Current

Supervisor of Guest Services Representative

D.C. United
04.2015 - Current

VIP Services Representative

Touchdown Club FedEx Field
08.2000 - Current

Certificate - Personnel Administration And Management Specialist

U.S. Army Institute of Personnel And Resource Mgmt

Some College (No Degree) - Liberal Arts And General Studies

University of Maryland European Division

Some College (No Degree) - Spanish in The Workplace

University of The District of Columbia

Some College (No Degree) - Plumbing Apprenticeship

UA Mechanical Trades School

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Reginald Lawson