Wesley Martinez
Honokaa
Summary
Dynamic concierge with a strong work ethic at Hilton Waikoloa Village, adept at enhancing guest experiences through exceptional customer service and effective problem-solving. Proactively developed relationships with local vendors, securing exclusive offers that elevated guest satisfaction. Highly adaptable and committed to fostering an inclusive atmosphere, consistently exceeding expectations in hospitality.
Overview
37
37
years of professional experience
Work History
Concierge
Hilton Waikoloa Village
1988.11 - Current
- Managed guest inquiries and provided personalized recommendations for dining, activities, and local attractions.
- Coordinated transportation services, ensuring timely arrivals and departures for guests.
- Facilitated seamless check-in and check-out processes to enhance guest satisfaction.
- Addressed and resolved guest concerns promptly, improving overall service quality.
- Developed relationships with local vendors to secure exclusive offers for guests, enhancing their experience.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
Education
Hawaii Community College
Hilo, HiSkills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Proactive attitude
- Guest services
- Telephone etiquette
- Team player mentality
- Hospitality
- Guest experiences
- Maintaining composure
- Guest relations
- Polite telephone etiquette
Timeline
Concierge
Hilton Waikoloa Village
1988.11 - Current
Hawaii Community College