Timothy Carl McLeod
Fort Washington,MD
Summary
To increase my devoted global service & hospitality leadership skills in guest service
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
27
27
years of professional experience
Work History
Concierge
Marriott Marquis Washington DC
Washington, DC
02.2024 - Current
- Create daily reports for guest entrance and attendance in MCLUB
- Assist guest with transportation, booking dinner reservation and also trollies tours
- Keen awareness of Dc popular and current events and activities
- Direct Marriott guest to one of the 83 ballroom /conference spaces within the hotel
- Prepare pass on for next shifts
- Leadership course : Departmental trainer certificate workshop
- EVOLVE differncial of union and non union worker
- Pms computer system
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Ensured that all customer complaints were addressed in a timely fashion.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Processed payments for services rendered using cash register systems or POS terminals when necessary.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Arranged special accommodations for guests to enhance visitor experiences.
- Prepared daily reports on guest requests and concierge activities.
- Monitored guest feedback to identify areas for improvement in services offered.
- Managed guest check-ins and check-outs, ensuring a seamless experience.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
Flight Attendant – (Flight Service Manager)
United Airlines
Dulles, VA
10.1997 - Current
- Maintain comfort and safety of all guests, teaching safety procedures and assisting guests during emergency situations
- Member of the global service team, assisting guest for entire travel including in terminal and entire travel
- Dispenses items for comfort and entertainment
- Check internal mailbox for messages and/or company correspondence
- Review safety & service procedures for assigned crew positions
- Communicate with cockpit crew regarding problems & information
- Guests are asked to partake in a survey to communicate on their daily flight experience, have received many compliments on guest attending flights that have encountered excellent service
- Proactive problem solving with guest seating, or language barriers to ensure a smooth travel experience
- Flexibility in time zones from working trans-continental flights ability to bounce back
- Works independently
- Awareness of guests to ensure the safety of other guests and taking necessary steps where required
- Coordinated with other departments, such as maintenance and catering, to ensure all necessary preparations for flights were completed.
- Monitored flight schedules and arrival and departure times to ensure punctuality.
- Provided customer service to passengers; answered questions and addressed concerns.
- Responded quickly to any requests from pilots or cabin crews during flights.
- Provided assistance during emergency situations; communicated with passengers during crisis management.
- Consistently earned customer survey card praise remarks.
Education
Criminal Justice - Psychology/ Management Courses
John Jay College of Criminal Justice (CUNY)
Manhattan, NY01.1985
Skills
- CCS (Crew Communication Services)
- Marriott pms
- Microsoft Word
- Power Point
- Excel
- Motivational leadership
Timeline
Concierge
Marriott Marquis Washington DC
02.2024 - Current
Flight Attendant – (Flight Service Manager)
United Airlines
10.1997 - Current
Criminal Justice - Psychology/ Management Courses
John Jay College of Criminal Justice (CUNY)