Summary
Overview
Work History
Skills
Education
Timeline
Work Availability
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William Lee

Georgetown,PA

Summary

Professional with strong background in enhancing superior customer satisfaction and driving impactful guest experiences. Skilled in personalized service focused on guest loyalty, problem-solving, and adapting to dynamic environments. Utilizes strong communication and problem-solving abilities to resolve any guest concerns promptly. Strong focus on team collaboration and achieving measurable results. Known for reliability, flexibility, and positive approach to meeting evolving needs.

Overview

23
23
years of professional experience

Work History

Guest Experience Specialist

Courtyard by Marriott, Pittsburgh Airport
04.2023 - 12.2024
  • Efficiently oversaw guest check-ins and check-outs, ensuring a seamless and hospitable experience aligned with the hotel's standards.
  • Provided tailored assistance and expert guidance to guests on local attractions, dining venues, and activities, elevating their overall stay satisfaction.
  • Managed guest inquiries, concerns, and bespoke requests promptly, upholding the highest levels of service excellence and resolving issues with tact and professionalism.
  • Implemented and enforced hotel protocols and operational procedures, ensuring a secure and welcoming environment for all guests.
  • Utilized advanced reservation systems proficiently to facilitate and manage guest accommodations, showcasing adept organizational abilities.
  • Fostered seamless collaboration with cross-functional teams such as housekeeping and maintenance to maintain impeccable guest room standards.
  • Conducted comprehensive training sessions for new team members, emphasizing the importance of exceptional customer service and effective communication practices while adhering to all policies and procedures.
  • Orchestrated streamlined billing processes encompassing invoicing, payment reconciliation, and discrepancy resolution, ensuring accuracy and timeliness.
  • Exhibited unwavering professionalism and composure during high-stress situations, employing adaptive problem-solving skills to address guest needs promptly.

Server, Host, Busboy

Outback Steakhouse
01.2002 - 01.2012
  • Maintained a high standard of customer satisfaction by delivering exceptional service and creating memorable dining moments.
  • Demonstrated excellent organizational skills by efficiently coordinating and adhering to table wait times quoted to customers.
  • Accompanied customers to their assigned seating areas, engaging in friendly conversation to enhance their overall experience.
  • Took, entered, and delivered customer orders promptly, ensuring accuracy and timely service both at tables and in vehicles.
  • Addressed customer requests during their meals, consistently providing outstanding service to enhance the dining experience.
  • Performed general and thorough cleaning duties throughout the facility, upholding hygiene standards and ensuring a welcoming environment for both customers and staff.

Housekeeping Manager, Front Desk Manager

Four Points by Sheraton
01.2008 - 01.2009
  • Demonstrated commitment to exceptional customer service, consistently exceeding guest expectations by fulfilling special requests and ensuring a superior guest experience.
  • Fostered seamless communication with various departments, coordinating daily arrivals, departures, group reservations, and meeting room rentals to streamline operations.
  • Strategically planned department work schedules based on projected hotel occupancy, optimizing staffing levels to match room cleaning requirements.
  • Uphold impeccable cleanliness standards across the hotel common areas and conducted meticulous inspections of freshly cleaned guest rooms, reinforcing the property's reputation for exceptional hygiene and presentation.
  • Rigorously verified completion and quality of cleaning for daily designated rooms, meticulously maintaining accurate status records in the Property Management System (PMS).
  • Managed comprehensive inventory records for departmental supplies, including cleaning materials and equipment, ensuring consistent availability and timely reordering.

Front Desk Agent

Candlewood Suites
01.2016 - 01.2006
  • Managed reservations by accurately inputting details into the Property Management System (PMS).
  • Conducted thorough audits of guest folios to guarantee precise billing information.
  • Maintained cleanliness in common areas, upholding a consistently tidy appearance.
  • Inspected freshly cleaned guest rooms, ensuring they met sanitation and cleanliness standards before guest occupation.
  • Collaborated across hotel departments, ensuring comprehensive guest satisfaction by meeting their needs.
  • Delivered exceptional customer service via phone, email, and in-person interactions, exceeding guest expectations.

Front Desk Manager

Sleep Inn
01.2004 - 01.2005
  • Provided exceptional customer service, addressing guest issues or complaints swiftly and diplomatically, ensuring mutually beneficial resolutions.
  • Collaborated with other hotel departments to guarantee comprehensive guest satisfaction, maintaining a cohesive and service-oriented environment.
  • Proficiently handled guest check-ins and check-outs, ensuring a seamless experience and accurate input of reservations into the Property Management System (PMS).
  • Conducted thorough audits of guest folios, guaranteeing accuracy in billing statements and financial transactions.
  • Administered Accounts Payable tasks, ensuring accurate documentation and timely submission of monthly bills and payments to the corporate office.

Skills

  • Exceptional communication
  • Guest relations
  • Complaint handling
  • Feedback collection
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Organizational skills
  • Training and mentoring
  • Professionalism
  • Verbal and written communication
  • Inventory monitoring
  • Reservation management system
  • Cash handling experience

Education

High School Diploma -

Robert Morris University
Coraopolis, PA

High School Diploma -

South Side High School
Hookstown, PA
05-2000

Timeline

Guest Experience Specialist

Courtyard by Marriott, Pittsburgh Airport
04.2023 - 12.2024

Front Desk Agent

Candlewood Suites
01.2016 - 01.2006

Housekeeping Manager, Front Desk Manager

Four Points by Sheraton
01.2008 - 01.2009

Front Desk Manager

Sleep Inn
01.2004 - 01.2005

Server, Host, Busboy

Outback Steakhouse
01.2002 - 01.2012

High School Diploma -

Robert Morris University

High School Diploma -

South Side High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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