Thomas Williams
Cathedral City,CA
Summary
Dynamic professional with extensive experience in customer relationship management and concierge services. Proven track record of swift issue resolution and meticulous attention to detail. Skilled in payment processing and project management, consistently delivering exceptional guest experiences and building strong client relationships in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Concierge/Front Desk
The Pine Inn
Carmel-by-the-Sea, California
03.2010 - 01.2014
- Greeted guests warmly and provided exceptional customer service.
- Managed guest inquiries, booked reservations for dining and entertainment.
- Handled guest complaints promptly and effectively to ensure satisfaction.
- Organized special requests, ensuring personalized experiences for guests.
- Maintained up-to-date knowledge of local attractions and services available.
- Handled mail and package deliveries, keeping items secure.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Answered guest questions regarding local area, facilities and amenities by updated information. Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Processed payments for services rendered using cash register systems or POS terminals when necessary.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Processed payments and handled cash transactions accurately.
- Processed reservations made via telephone, fax, email or online travel sites.
- Assisted guests with check-in and checkout procedures, including taking payments for room charges.
- Maintained cleanliness of front desk area throughout shift; stocked supplies as necessary.
- Performed data entry tasks into computerized systems accurately and efficiently.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Verified customer credit to establish payment method for accommodations.
- Posted incidental charges to ledgers, manually or by using computers.
Owner/Operator
Hale-Williams Interior Design
Carmel-by-the-Sea, California
10.1987 - 03.2010
- Designed innovative interior layouts for luxury residential spaces.
- Resolved customer complaints promptly and professionally.
- Negotiated contracts with clients for products or services rendered by the company.
- Maintained relationships with vendors and suppliers.
- Monitored financial performance of the business on a weekly basis to ensure fiscal responsibility.
- Developed business plan.
- Set pricing structures.
- Managed client relationships to understand their design needs and preferences.
- Coordinated project timelines and budgets to ensure timely delivery of services.
- Supervised a team of designers and office staff to maintain quality standards.
- Developed marketing strategies to promote Hale-Williams Interior Design services.
- Conducted site visits to assess project progress and address any issues.
- Devised and implemented marketing strategies to attract new clients.
- Organized events such as trade shows or conferences in order to promote brand awareness.
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
Education
Bachelor of Arts - English Literature
University of Tennessee
Knoxville, TNSkills
- Local area expertise
- Payment processing
- Concierge services
- Customer relationship management
- Project management
- Problem solving
- Effective communication
- Attention to detail
Timeline
Concierge/Front Desk
The Pine Inn
03.2010 - 01.2014
Owner/Operator
Hale-Williams Interior Design
10.1987 - 03.2010
Bachelor of Arts - English Literature
University of Tennessee
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