Summary
Overview
Work History
Education
Skills
Awards
Accomplishments
Timeline
Generic

Terez Martin

New Orleans,LA

Summary

Dynamic Concierge Manager with a proven track record at Hospitality Enterprises, excelling in guest relations and event planning. Expert in reservation coordination and conflict resolution, I foster strong partnerships with local businesses, enhancing guest experiences and driving satisfaction. Recognized for leadership and adaptability, I consistently elevate service standards and create memorable events.

Overview

16
16
years of professional experience

Work History

Concierge

Caesars Hotel & Casino
New Orleans , LA
10.2024 - Current
  • Welcomed customers and addressed inquiries about hotel services and amenities.
  • Updated front desk's concierge book to maintain most relevant visitor information.
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
  • Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Developed strong relationships with key partners in order to ensure smooth operations between departments.
  • Handled mail and package deliveries, keeping items secure.
  • Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.

Concierge Manager/ On The Town

Hospitality Enterprises
New Orleans, LA
07.2024 - 10.2024
  • Managed all concierge staff at the Hyatt Regency New Orleans, the Hilton New Orleans Riverside, and the Ernest Memorial Convention Center, also ensuring that they provided exceptional service to guests.
  • Assisted in developing strategies to increase customer satisfaction ratings and improve overall guest experience.
  • Provided guidance and support to team members in order to ensure compliance with operational standards.
  • Monitored customer feedback and identified areas for improvement in the guest experience.
  • Organized special events for hotel guests, such as cocktail receptions, dinners, and sightseeing tours.
  • Developed relationships with local businesses to offer discounts and exclusive services to hotel guests.
  • Built and maintained productive relationships with employees.

Lead Concierge

Hospitality Enterprises
New Orleans, LA
03.2019 - 07.2024
  • Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
  • Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
  • Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
  • Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Developed strong relationships with key partners in order to ensure smooth operations between departments.
  • Managed daily operations of the concierge desk, including scheduling and staffing.
  • Created weekly reports summarizing activities at the concierge desk.
  • Trained new employees on policies, procedures, and customer service expectations.

Wedding Consultant

Joe Gambinos Bakery
Metairie, LA
06.2017 - 09.2019
  • Developed and executed creative wedding concepts for clients to choose from.
  • Organized meetings with clients to discuss their vision for the event and provide advice on various aspects of the wedding day.
  • Researched and identified potential vendors, such as caterers, florists, photographers., based on budget and preferences.
  • Attended networking events in order to expand contacts list of reliable vendors within industry.
  • Worked with professional and trade associations to create memorable and successful events.

Public Relations Assistant

Luxe Limousines
New Orleans, LA
01.2014 - 11.2018
  • Managed daily administrative tasks related to public relations operations including scheduling meetings and phone calls.
  • Responded promptly to inquiries from members of the media regarding company products or services.
  • Attended networking events to build relationships with potential customers or partners.
  • Utilized DriverAnywhere to schedule, analyze and report on drivers scheduling.
  • Assisted with scheduling appointments, travel planning and external and internal communications efforts.
  • Established or maintained cooperative relationships with representatives of community, consumer or public interest groups.

Public Relations Specialist

Alert Transportation
New Orleans, LA
08.2012 - 01.2014
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Implemented marketing strategies which resulted in 75% growth of customer base.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Represented the organization to customers, the public, government officials and other external sources.
  • Managed and provided support within the Greater New Orleans Area along with Jefferson parish hotels, wedding venues, bridal shops.
  • Worked with Chief Concierge from various properties and attended there monthly meetings.
  • Attended meetings held by the NOVC and various wedding expo events.

Front Desk Lead

Wyndham Riverfront New Orleans
New Orleans, LA
06.2009 - 07.2012
  • Greeted and welcomed guests to the hotel.
  • Assigned rooms, issued keys, and provided information on hotel services.
  • Answered inquiries from guests regarding restaurants, transportation, entertainment.
  • Trained new front desk staff in customer service and telephone etiquette.
  • Performed daily audits of guest accounts using computerized system.
  • Processed cash payments and credit card transactions accurately and efficiently.
  • Maintained an organized front desk area including lobby area and reception counter.
  • Handled administrative duties such as filing paperwork and preparing reports.
  • Conducted regular performance reviews of team members to ensure quality standards are met.
  • Managed daily bookings ensuring that room availability is accurate in accordance with company guidelines.

Education

Some College (No Degree) - Early Childhood Education

Delgado Community College
New Orleans, LA

Skills

  • Cash Handling
  • Reservation Coordination
  • Customer Service
  • Guest Relations
  • Event Planning
  • Transportation Coordination
  • Administrative Support
  • Reservations Management
  • Guest Experiences
  • VIP Services
  • Conflict Resolution
  • Training and Mentoring
  • Office Support
  • Celebrity Guest Support
  • Strong leadership
  • Adaptability

Awards

  • Dennis Moore Award (Hyatt Regency)
  • Colleague of The Month (Hyatt Regency)
  • Keys to Success (Hyatt Regency)
  • Magnolia Pin (Hyatt Regency)

Accomplishments

I started as a Concierge and worked my way up to becoming The Lead Concierge for The Hyatt Regency. I now hold a dual position as Lead Concierge and On The Town Concierge Manager which serves the Ernest Morial Convention Center.

Timeline

Concierge

Caesars Hotel & Casino
10.2024 - Current

Concierge Manager/ On The Town

Hospitality Enterprises
07.2024 - 10.2024

Lead Concierge

Hospitality Enterprises
03.2019 - 07.2024

Wedding Consultant

Joe Gambinos Bakery
06.2017 - 09.2019

Public Relations Assistant

Luxe Limousines
01.2014 - 11.2018

Public Relations Specialist

Alert Transportation
08.2012 - 01.2014

Front Desk Lead

Wyndham Riverfront New Orleans
06.2009 - 07.2012

Some College (No Degree) - Early Childhood Education

Delgado Community College

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