Wilbur Terrence Ellis smith III
Philadelphia,PA
Summary
Friendly and detail-oriented Concierge with 3+ years of experience in luxury hospitality and customer service. Skilled at anticipating guest needs, coordinating travel and entertainment arrangements, and delivering high-quality personalized experiences. Adept at handling high-pressure situations with professionalism and discretion. Seeking to contribute exceptional service and organizational skills to a dynamic hospitality team.
Highly organized Concierge with a background in providing top-notch customer service in luxury environments. Skilled in responding promptly to guest inquiries and concerns, managing reservations, and coordinating special events. Strengths include strong problem-solving skills, time management, multitasking, and ability to maintain calm under pressure. Notable for creating personalized experiences that enhance customer satisfaction and loyalty.
Overview
3
3
years of professional experience
Work History
Concierge
The Civic
Philadelphia, PA
01.2023 - 02.2025
- Assist 100+ guests daily with reservations, transportation, and entertainment requests.
- Provide personalized recommendations for dining, nightlife, and cultural attractions, enhancing guest satisfaction.
- Manage vendor relationships with restaurants, theaters, and car services.
- Handle confidential information with discretion for VIP and high-profile clients.
- Consistently achieve guest satisfaction scores above property average.
- MMP partners
Guest Services Associate
Poth
Philadelphia, PA
01.2022 - 01.2023
- Supported front desk operations including check-ins, check-outs, and room assignments.
- Responded to guest concerns promptly, achieving resolution with professionalism.
- Coordinated with housekeeping and maintenance to ensure seamless guest experiences.
- Trained new hires on customer service standards and property amenities.
- MMP partners
- Managed incoming calls from potential customers to clarify questions about hotel amenities, rates, and availability.
Package Handler
Fed Ex Ground
Philadelphia, PA
09.2021 - 12.2022
- Sorted packages by destination to ensure efficient processing.
- Operated conveyor systems to move packages through sorting areas.
- Loaded and unloaded trucks for timely package delivery.
- Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
Education
High School Diploma -
Overbrook high school
Philadelphia, Pa 09.2014 - 01/2018
Skills
- Guest Services & Customer Relations
- Travel & Dining Reservations
- Event & Itinerary Planning
- Multitasking & Problem-Solving
- Conflict Resolution & Discretion
- Vendor & Partner Coordination
- Hospitality Software (Opera, Maestro, Resy, OpenTable, etc)
- Shipment unpacking
- Package sorting
- Inventory management
- Safety compliance
- Customer relationship management
- Vendor management
- Attention to detail
Timeline
Concierge
The Civic
01.2023 - 02.2025
Guest Services Associate
Poth
01.2022 - 01.2023
Package Handler
Fed Ex Ground
09.2021 - 12.2022
High School Diploma -
Overbrook high school
09.2014 - 01/2018