Samuel Ndele
Gaithersburg,MD
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.
Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills.
Overview
5
5
years of professional experience
Work History
Resident Concierge
First Impression Staffing
06.2020 - Current
- Meet and greet the residents and answer enquiries by telephone or from callers to the desk. Assist the residents, guests and visitors when required.
- Assist residents with luggage/shopping to and from their apartment.
Ensuring that the highest levels of customer care and service are maintained at all times. - Deal effectively with complaints, take the correct action and remain courteous at all times.
- Ensure effective security of residents and the building at all times including manning any CCTV and aid the smooth running of car parking facilities.
- Uploading information onto portal if required.
Check and screen all visitors and guest and any contractor staff, ensuring that they have permission to be present in the building. - Report any suspicious/unusual behavior, calling the police if necessary.
- Carry out regular patrols of the entire building and report any faults and/or security breaches found to the Building Manager.
- Ensure the tidiness of the common areas of the building and assist with the cleaning of public areas if outside the cleaner’s normal working hours.
- Ensure correct reporting of any security/Health & Safety issues, incidents and complaints. Taking appropriate action in the event of an emergency.
- Issuing of keys to correct personnel/residents whilst recording at all times the signing in and out of keys.
- Responsibility for all deliveries to the main reception desk, receiving and safekeeping of all parcels/registered mail.
- Correct issuing of all parcels/registered mail with a record which must be signed by residents. Notify residents of any deliveries to arrange collection from the front desk.
- Liaise with other staff involved on the site as and when required.
- Assist the Building Manager with any other reasonable duties as requested.
- Concise handover at the end of the shift, highlighting any events that have occurred and forthcoming events.
Lead Concierge
Washington Property Management
Silver Spring, Maryland
11.2022 - 03.2025
- Supervise and lead the concierge team, including training, scheduling, and performance management, to ensure smooth and efficient operations.
- I greeted guests upon arrival and offered directions to key amenities to cultivate quality experiences.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
- Provide exemplary guest services by assisting with inquiries, reservations, and recommendations for dining, entertainment, transportation, and other activities.
- Oversee the lobby area, ensuring cleanliness, organization, and a welcoming atmosphere for guests, as well as managing guest arrivals and departures.
- Assist guests with luggage handling, transportation arrangements, and special requests, ensuring prompt and attentive service to enhance the guest experience.
- Serve as a knowledgeable resource for guests, providing information about local attractions, events, and services to enhance their stay.
- Handle guest complaints, concerns, and special requests effectively, resolving issues promptly and ensuring guest satisfaction.
- Maintain security awareness in the lobby area, monitoring guest activity and ensuring compliance with the property policies and procedures.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Perform administrative tasks, such as maintaining logs, records, and reports, as well as managing inventory and ordering supplies, to support efficient concierge operations.
- Trained new employees on policies, procedures, and customer service expectations.
- Entered work orders for housekeeping, pest control and maintenance issues.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
Resident Concierge
Kettler Management
12.2020 - 10.2021
- Supervise and lead the concierge team, including training, scheduling, and performance management, to ensure smooth and efficient operations.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Provide exemplary guest services by assisting with inquiries, reservations, and recommendations for dining, entertainment, transportation, and other activities.
- Oversee the lobby area, ensuring cleanliness, organization, and a welcoming atmosphere for guests, as well as managing guest arrivals and departures.
- Assist guests with luggage handling, transportation arrangements, and special requests, ensuring prompt and attentive service to enhance the guest experience.
- Serve as a knowledgeable resource for guests, providing information about local attractions, events, and services to enhance their stay.
- Handle guest complaints, concerns, and special requests effectively, resolving issues promptly and ensuring guest satisfaction.
- Maintain security awareness in the lobby area, monitoring guest activity and ensuring compliance with the property policies and procedures.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Perform administrative tasks, such as maintaining logs, records, and reports, as well as managing inventory and ordering supplies, to support efficient concierge operations.
Education
Associate of Applied Science - Business Administration
Bay Athlantic University
Washington, DC01-2027
High School Diploma -
Milo Adventist Academy
Days Creek, OR01-2020
Skills
- Customer service
- Property Management
- Package handling
- Hospitality Interpersonal Skills
- Listening Skills Problem-solving skills
- Microsoft outlook
- Detail Oriented
- Interpersonal relations
- Multi Tasking
- Answering Phones
- Verbal and written communication
- Event planning experience
- Attention to detail
- Training and mentoring
- Computer
- Team leadership
- Critical thinking
- Concierge software proficiency
- Decision-making
Languages
5,5
Timeline
Lead Concierge
Washington Property Management
11.2022 - 03.2025
Resident Concierge
Kettler Management
12.2020 - 10.2021
Resident Concierge
First Impression Staffing
06.2020 - Current
Associate of Applied Science - Business Administration
Bay Athlantic University
High School Diploma -
Milo Adventist Academy