Sophonie Michel
Boston,MA
Summary
Service-focused professional with background in concierge roles, skilled in providing personalized guest services and managing front desk operations. Possess strong communication abilities, adept at problem-solving and efficiently handling guest requests to enhance satisfaction. Demonstrated success in improving service delivery processes, contributing to increased positive feedback from clients.
Overview
9
9
years of professional experience
Work History
Lead Residential Concierge
NFC Amenity
Boston, MA
07.2023 - Current
- Provided outstanding customer service by engaging actively and listening effectively.
- Conducted shift reporting on guest activities and incidents requiring management attention.
- Trained new concierge staff on operational standards and hotel policies for improved performance.
- Built strong relationships with local vendors to improve overall guest satisfaction.
- Facilitated communication between staff regarding resident concerns to promote resolution.
- Created weekly schedules for recreational activities to enhance guest engagement.
- Entered maintenance work orders for housekeeping and pest control issues systematically.
- Participated in monthly training sessions to remain informed on updated policies.
Residential Concierge
NFC Amenity
Boston, MA
11.2022 - 06.2023
- Delivered personalized support to clients, enhancing brand loyalty through tailored interactions.
- Resolved tenant inquiries related to accounts and property management office matters.
- Uphold guest privacy by maintaining confidentiality of sensitive information.
- Responded promptly to phone calls, transferring inquiries to designated staff as needed.
- Oversaw supply inventory for concierge desk, including forms, brochures, and promotional items.
- Ensured secure handling of mail and package deliveries for residents.
Hotel Front Desk Agent
Moxy Hotel
Boston, MA
07.2019 - 08.2022
- Greeted guests upon arrival, addressing inquiries and providing essential hotel information.
- Efficiently managed check-in and check-out processes to enhance guest experience.
- Updated computer system with guest details, payment methods, and special requests.
- Acquired extensive knowledge of local dining, arts, and entertainment options for guest recommendations.
- Assisted with administrative tasks as required, ensuring smooth operations.
Front Desk Agent
Courtyard by Marriott
Waltham, MA
03.2016 - 04.2019
- Welcomed patrons at front desk, facilitating friendly check-in conversations.
- Accurately input guest information into computer system, ensuring data security.
- Provided detailed information on hotel amenities, services, and local attractions.
- Coordinated tours, taxis, and restaurant reservations for guests.
- Answered phone inquiries, responded to questions, and took messages promptly.
Education
High School Diploma -
North Miami Beach Senior High School
Miami, FL07-2015
Skills
- Customer service excellence
- Conflict resolution strategies
- Operational reporting
- Staff training and development
- Vendor management
- Maintenance oversight
Timeline
Lead Residential Concierge
NFC Amenity
07.2023 - Current
Residential Concierge
NFC Amenity
11.2022 - 06.2023
Hotel Front Desk Agent
Moxy Hotel
07.2019 - 08.2022
Front Desk Agent
Courtyard by Marriott
03.2016 - 04.2019
High School Diploma -
North Miami Beach Senior High School
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