Todd Hulce
Los Angeles,CA
Summary
As a guest experience expert who is passionate about elevating service and creating memorable experiences, working as a Fairmont Gold Specialist at Fairmont Hotels & Resorts, an empowered and engaged ambassador who provides intuitive and personalized service by continuously observing, engaging, and learning from guests and adapting their experiences. Conscientious leader enjoys connecting people and promoting positive change. Familiar with creating positive and memorable stakeholder experiences through events, campaigns, or informal interactions. Collaborative and eager to use skills to represent and promote the organization in a professional and effective manner.
Overview
25
25
years of professional experience
Work History
Fairmont Gold Lounge Specialist
Fairmont Hotels & Resorts
03.2023 - Current
- Fairmont Gold Specialists are devoted, empowered, and engaged ambassadors who provide intuitive and elevated service by continuously observing, engaging, and learning from guests and adapting their experience
- Assist guests pre and post-arrival with concierge services, event planning, and transportation needs
- Fully committed to enhancing effortless experiences while visiting Century City, Beverly Hills, and Los Angeles
- Answer questions about the hotel, surrounding neighborhoods, and off-property recommendations
- Greet guests with a private and seamless check-in experience within the Fairmont Gold Lounge from arrival including welcome beverages and snacks, bell service, hotel, and room orientation
- Confidently engage with guests in the Fairmont Gold lounge, over phone, and in writing at all times
- Providing genuine and highly attentive service at every interaction.
Guest Service Representative
The Maybourne Beverly Hills
02.2022 - 03.2023
- Warmly greet guests with exemplary 5-star service at check-in, acknowledging past guests and VIPs based on profile and trace history information
- Anticipating and fulfilling guest requests before arrival
- Maintain and promote loyalty programs and benefits including American Express Fine Hotel and Resorts (FHR), Virtuoso, etc
- Provide information regarding hotel amenities, facilities, and services including local attractions, destinations, and directions
- Ability to multi-task in a fast-paced environment remaining calm and balanced
- Resolve guest service issues professionally, effectively, and with respect
- Recognized and assigned by management to effectively train current and new front desk staff on the 'soft skill set' of guest services.
Front Desk Agent
JW Marriott
08.2021 - 02.2022
- Welcome guests and assign rooms based on preferences, availability, and loyalty program
- Provide information regarding hotel amenities, facilities, and services including local attractions, destinations, and directions
- Ability to multi-task in a fast-paced environment remaining calm and balanced
- Resolve guest service issues professionally, effectively, and with respect
- Maintain and promote the Bonvoy loyalty program
- Anticipating and fulfilling guest requests prior to arrival
- Recognized by management as the guest services leader
- Assigned to provide VIP pre-arrival services, room assignments, inspections, amenities, and post-follow-up calls ensuring expectations were met.
Supervisor
American Express Global Business Travel
05.2013 - 12.2018
- Managed and trained a high-performing team of Travel Counselors specializing in luxury travel, consistently exceeded sales and service goals for high-profile American Express Centurion and Platinum cardholders
- Successfully implemented strategic initiative to improve team productivity and increase staff retention
- Increased and maintained a Net Promoter Score of 85% through Medallia
- Customer Service Team Award winner 2017
- Conducted site inspections and familiarization trips to luxury hotels and resorts worldwide
- Performed monthly and annual performance evaluations.
General Manager
DICK'S Sporting Goods
04.1999 - 09.2011
- Managed all phases of store operations, sales and service, merchandising, and asset protection
- Reputation for turning around underperforming and troubled stores
- Collaborate and supervise off-site trade shows and promotional store events (Burton, Nike, Manchester United, Magic Johnson)
- Strong multi-tasking and decision-making capabilities
- Recruit, onboard, and train high-performing employees to achieve sales, service, and profitability to meet business plan objectives.
Sales Assistant/Officer Manager
Wynn and Wynn Financial Services
11.2011 - 05.2013
- Licensed Life and Health Insurance Agent with a profitable portfolio of clients
- Added an additional 80 clients on board by providing outstanding customer service and educating potential clients on product offerings
- Performed efficient troubleshooting of account issues
- Recovered $25,000 of overpayments and reduced office expenses
- Developed and implemented office policies to ensure compliance with Federal, state, and local regulations
- Achieved 100% on-time delivery of all payroll reports including W-2s and 1099s.
Education
Bachelor of Arts -
El Camino College
Torrance, CASkills
- Performance Appraisal
- Insurance
- Customer Support
- Customer Service Operations
- People Management
- Shrink Management
- Retail Operations
- Time Management
- Event Planning
- Recruiting
- Customer Relations
- Quality Assurance
- Idea Development and Brainstorming
Websites
Honors Awards
- Colleague of The Month - Zach Lapidus, 09/2022, In Recognition of Providing Our Guests with the Most Memorable Experiences
- Team Leader of the Quarter - Leonor Spinelli, 07/2016, Recognized for leading my team of agents in KPIs including sales per call, guest service score through Medalia, and productivity.
Timeline
Fairmont Gold Lounge Specialist
Fairmont Hotels & Resorts
03.2023 - Current
Guest Service Representative
The Maybourne Beverly Hills
02.2022 - 03.2023
Front Desk Agent
JW Marriott
08.2021 - 02.2022
Supervisor
American Express Global Business Travel
05.2013 - 12.2018
Sales Assistant/Officer Manager
Wynn and Wynn Financial Services
11.2011 - 05.2013
General Manager
DICK'S Sporting Goods
04.1999 - 09.2011
Bachelor of Arts -
El Camino College
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