Concierge Manager Resume Sample

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Corine Nikolaus
3730 Grayson Hills,  New York, NY
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Work Experience


Concierge Manager
09/2017 - PRESENT
Houston, TX
  • Refine conference center booking and utilization processes and procedures including ongoing management of the Condeco system
  • Support clients and guests with effective usage of the Condeco application, including responding to questions; and modifying and adjusting the system configuration based on user feedback and recurring questions and issues
  • Pro-actively manage the meeting rooms/spaces. Monitor changes and cancellations to ensure maximum utilization, appropriate occupancy and seamless turn-around
  • Develop and foster efficient processes and collaborative relationships with key related service departments and personnel (catering, AV specialists, janitorial, etc.)
  • Liaise between meeting organizer, service departments and/or vendors. Coordinate with other departments on key details such as event times, room sets, menus, décor requests, AV needs and other special requests
  • Train and lead support staff to validate delivery of meeting “request” orders –i.e. appropriate and correct room assignments, accurate room set-up( layout), correct food & beverage orders, applicable technology/AV requirements, and other materials as needed
  • Maintain inventory of basic conference room supplies (e.g. flip charts, markers, whiteboard cleaner, pens, pads, décor, easels, etc.)
Associate Manager, Customer Concierge
08/2014 - 08/2017
Chicago, IL
  • Monitor client satisfaction with food service; provide feedback to catering team
  • Maintain up to date comprehensive resource database/“library” on local restaurants, lodging, local transportation, sightseeing, and emergency medical, dental care
  • Schedule staff to ensure coverage of events, concierge desk and reception desk
  • Work with the food service vendor to create budgets and a weekly reconciliation of the billing for each catering event to make certain that all costs are accurate and charged to the correct cost center
  • Active member of Les Clefs D’Or Canada is a requirement
  • Proven leadership skills which support an environment of colleague development, interdepartmental teamwork and a passion for unequalled customer service
  • Self-motivated, resourceful, highly organized, extremely detailed, calm under pressure, effective at multi-tasking, prioritizing, follow up, thinking on the run, problem solving, accountability and the proven ability to work well under pressure
  • Excellent communication skills including written, verbal, body language, facial expressions, telephone and interpersonal and leadership skills
  • Strong knowledge and understanding of Vancouver and all it has to offer during all seasons is required
Account Manager Concierge
12/2011 - 05/2014
Chicago, IL
  • A seasoned professional, with exceptional presentation and a mature demeanor
  • Always appear polished and professional and ensure entire staff consistently adheres to Westfield’s uniform and grooming guidelines
  • Supervise to ensure the Concierge Team is providing a luxury lifestyle experience for all Westfield Guests as they visit the shopping center or reach out via Digital Channels
  • Manage Gift Card Inventory, complete daily reconciliation and sell cards as necessary. Uphold all gift card audit procedures
  • Oversee Reconciliation of all cash and reporting associated with the sale of retail products and services
  • Coach Concierge to provide “shoulder to shoulder” service and assistance throughout the shopping center including valet, directories, Dining Terrace and beyond the Guest Services Desk. Lead “Service Beyond the Desk” initiative and create example for all staff members
  • Lead the team to act as Brand and Service Ambassador within the shopping center and local community to promote Westfield’s Services, Amenities and Events
  • Attend weekly staff meetings with Center Leadership and provide key insights about the guest experience, feedback, concerns and needs. Delegate Guest Service responsibilities as required

Education


National American University - Roseville Campus
2006 - 2010
Bachelor's Degree in Business Administration

Professional Skills


  • Excellent communication and interpersonal skills and the ability to build strong professional relationships
  • Has strong organizational skills and an acute attention to detail
  • Strong ability to multitask and effectively perform in a fast-paced environment
  • Demonstrates troubleshooting and problem solving techniques
  • Customer service focused and has experience interacting with top level executives and clients
  • Able to remain focused, efficient and effective while managing multiple priorities
  • Works effectively under pressure and has a flexible approach to responsibilities in a fast changing environment

How to write Concierge Manager Resume

Concierge Manager role is responsible for customer, leadership, events, retail, finance, training, integration, database, immigration, reporting.
To write great resume for concierge manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Concierge Manager Resume

The section contact information is important in your concierge manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Concierge Manager Resume

The section work experience is an essential part of your concierge manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous concierge manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular concierge manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Concierge Manager resume experience can include:

  • Attend to queries relating to clients’ medical bills and verify against internal records before raising payment voucher
  • Perform user acceptance testing (“UAT”) for error fixes and data patching, if necessary
  • Generate interest in Microsoft’s SAM offering through sales calls placed into pre-determined existing Mid-Market customers
  • Be on the floor leading and working with the Concierge staff approximately 75% of their time
  • Record new application statistics daily statistics for reporting
  • Answer agent questions about the program and ordering process, etc

Education on a Concierge Manager Resume

Make sure to make education a priority on your concierge manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your concierge manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Concierge Manager Resume

When listing skills on your concierge manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical concierge manager skills:

  • Perform an active role in the hotel operations as a key member of the management team, working effectively to achieve business targets
  • Refined English verbal and written communication skills
  • Work closely with the Guest Experience Manager to ensure a seamless experience for all guests from pre-arrival through to post stay
  • Experience and thorough understanding of guest services
  • To have a good knowledge of all activities within the hotel, food and beverage functions, restaurants and meeting rooms
  • To ensure all information regarding guest itineraries and any other relevant information is communicated clearly to enhance the guest experience

List of Typical Experience For a Concierge Manager Resume

1

Experience For Associate Manager, Customer Concierge Resume

  • Check quality of food brought from room service and ensuring the lounge staff and room have proper supplies to operate
  • To look for opportunities whereby the Concierge team can proactively enhance the guest experience by providing additional and anticipatory services
  • Manage all invoicing and payments relating to the department
  • Be involved in inspecting the concierge tower – Rooms, corridors, elevators etc
  • Oversees Concierge Tower room Mini Bar refills, Inventory and Maintenance. Involved in product movement and researching what can be done to improve revenues
  • Responsible for recruitment, training and development of all colleagues within the Concierge team
2

Experience For Listing Concierge Manager Resume

  • Responsible for Concierge scheduling
  • Coordinate and facilitate weekly staff meetings with Concierge team to ensure timely information updates and that your staff is “in the know”
  • Attend monthly calls with Sr. Director of Guest Services
  • Oversee correspondence with guests who have completed guest satisfaction surveys and that require follow up or solutions
  • Actively participates in and successfully completes all Westfield training programs. Ensures Concierge team is fully trained and participating in all training initiatives
3

Experience For Assistant Manager, Agency & FA Concierge Resume

  • Maintain the ambiance, style and cleanliness of the Westfield Concierge Desk
  • To perform checks on HNW newly issued contracts or duplicate contracts to ensure that correct documents or endorsements are properly prepared before delivery to the clients
  • Possess knowledge of the area in order to provide customers and employees with information and directions
  • Once print proofs are approved by agent, order the print items. Schedule sold into the future for “storage” until sold. Then order
  • Make changes to print materials above based on requests from agents
  • Manages the consistency in the delivery of guest service with the company’s core standards and brand attributes
  • Provides input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure New York - New York’s competitive position in anticipation of changing customer needs within the dynamic hospitality and gaming environment
  • Approves various administrative responsibilities for the Concierge department including the preparation of work schedules that maximize the effectiveness and productivity of the department and financial reporting while maintain superior guest service
  • Develops, implements, and maintains departmental policies and procedures which ensure prompt efficient service to all New York - New York guests and employees
4

Experience For Account Manager Concierge Resume

  • Ensures the concierge staff’s continued growth and development through mentorship and continued training on all aspects of Las Vegas & service related topics
  • Oversees the assigned operational functions within the department consistent with the strategic plan and vision for the department/property/company
  • Interacts and communicates with key departments on the integration of services provided to guests. These departments include but are not limited to: Front Desk, VIP, Accounting, Spa, Ticketing, Marketing, Casino Marketing, Front Services, Executives, partners, sister properties and Corporate entities
  • Interacts effectively with guests, management, employees and outside vendors. Responsible for maintaining good working relationships with representatives of companies that service our guests
  • Manages and monitors labor and departmental budget and controls through forecasting. Responsible for managing the departments P&L Statement and providing variance justifications
  • Constantly monitoring and implementing new and innovative ways to drive revenues in the department and for the company
  • Strictly enforces the privacy and confidentiality of all guests, employees and company information
  • Assists with special projects as assigned by the Director of Hotel Operations
  • Oversee Concierge team and Bell team
5

Experience For Concierge Practice Manager Resume

  • To ensure that all information on restaurants, hotel facilities, emergency telephone numbers and other miscellaneous numbers are kept up to date at all times
  • To ensure that all guest requests, requirements and complaints are attended to promptly and handled in the correct manner
  • To ensure that all employees provide a courteous and professional service at all times
  • To ensure that all guests’ messages mail, faxes and parcels are handled and distributed properly and on time
  • To ensure, in coordination with the housekeeping and engineering departments, that the hotel's public areas are clean and tidy at all times, and everything is in working order
  • To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Departmental Operations Manual
6

Experience For Head Concierge / Guest Service Manager Resume

  • Coordinates sales training for staff, drink specials, beverage pricing and menus for bar. Coordinates service training and evaluation of service execution by observing and speaking to our guests
  • Maintains weekly schedule and scheduled evaluations. Attend and coordinate any special functions held in the lounge. Be available for lounge staff at any time
  • Maintains daily Concierge Lounge and Mini Bar reports
  • Liquor and Food Warehouse orders as needed
  • Ensure that all guests are given a friendly, courteous, informative and efficient service upon their arrival to support the achievement of maximum guest satisfaction
  • Check regularly the general cleanliness of the lobby and entrance area, assess the functionality of all concierge equipment and ensure no vehicles are parked in the front of the hotel without approval
7

Experience For Personal Concierge Manager Resume

  • Handle and addresses guest's complaints and requests, and takes action to ensure the delivery of consistent quality customer experiences and satisfaction
  • Conduct regular meetings with the Concierge team to keep colleagues informed of policies and procedure, special events, further improvement plans and guest comments to ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives
  • Organise and supervise the day-to-day operations of the Concierge to ensure that all work; is carried out in an efficient manner that is consistent with operating policies and procedures and delivers service excellence and provide on-the-job training and constructive feedback to subordinates to support their overall development
  • Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Jumeirah Group provides world class and luxurious hospitality services to its guests
  • Implement approved departmental policies, processes and procedures and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence
  • To maintain and develop excellent and consistent service standards always with a guest centric focus
8

Experience For Concierge Banking Services Manager Resume

  • Responsible for the Concierge operation on a day-to-day basis ensuring all operating standards are in place and colleagues are well briefed
  • Build and maintain transparent relationships with external partners which ensure the best possible service for our guests
  • Establish, collate and keep updated a structured database of information for all possible guest enquiries
  • Monitor and control costs and seek to achieve business targets set within the business plan. To develop revenue-generating opportunities in a mainly cost based department
  • A member of Les Clefs d’Or
  • Have the ability to resolve guest complaints/issues in a calm and professional manner
9

Experience For Concierge Team Manager Resume

  • Possess a high level of written and verbal business English
  • Act as first point of escalation for all Guest Service compliments, concerns and suggestions
  • Actively participate in center staff meetings to provide the voice of the guest as well as take on Guest Service initiatives as required
  • Be the trade area expert with regards to Arts, Entertainment, Sporting Events and Tourist Attractions and regularly disseminate information to Concierge and Management Office teams
  • Inform & suggest opportunities to engage guests in center & retailer events, theatre, spas and restaurants available at Westfield Centers

List of Typical Skills For a Concierge Manager Resume

1

Skills For Associate Manager, Customer Concierge Resume

  • Three to five years of previous retail, customer service/concierge or sales experience (in a supervisory role) required
  • Brokerage leadership experience
  • Have hands-on experience in concierge / front office operations
  • At least three (3) years of customer service experience
  • Experience in a Assistant Manager role
2

Skills For Listing Concierge Manager Resume

  • Finance and/or analytics experience
  • Outgoing, personable, patient; enjoys engaging with people, and assisting with diverse requests
  • Assisting with all other Front Office areas, including covering leadership shifts in other Front Office departments as needed
  • Meeting/conference planning/hospitality background
  • Perform general office administrative activities: writing, copying, filing, delivering and using the telephone
  • Manage the Listing Concierge team, made up of several marketing professionals, to make sure the program is being successfully executed
  • Communicates issues to the Director of Listing Concierge, regional Field Marketing Manager(s) and in-house Marketing Coordinators/staff as needed
  • Creates a successful reporting and tracking system to help the team stay on task, monitor orders that come in and give usage reports to the leadership team
  • To ensure that all employees have a complete understanding of and to adhere to the hotel's policy relating to fire, hygiene, health and safety
3

Skills For Assistant Manager, Agency & FA Concierge Resume

  • Confident when dealing with problematic guests and difficult situations
  • Provide management with consistent feedback concerning the Customer Concierge team’s performance
  • Responsible in developing the Supervisor for personal and professional growth
  • Budget management execution, making sure the program stays within budget
  • Maintains healthy relationships with outside partner vendors, including Corefact, Dotsignal, Creative Edge, AdWriter, New Panda and publication partners
4

Skills For Account Manager Concierge Resume

  • Helps train/coach, provide guidance and oversee the Listing Concierge Coordinators who
  • Provide training, knowledge and communicate regularly with Concierge team to ensure the staff is informed and has all necessary tools to complete their job
  • Review listing concierge orders and confirm the orders are completed correctly
  • Request listing copy from agents after order has been placed
  • Assist with scheduling studio production time
  • To ensure that all employees report for duty punctually and wearing the correct uniform and nametag at all times
5

Skills For Concierge Practice Manager Resume

  • Only candidates who are eligible to work in the UK can be considered - no sponsorship provided
  • Holiday black-out period applies (Dec 5- Jan 8th)
  • Stoop, kneel, bend at the waist, reach on a daily basis, and able to lift and move up to 10 pounds occasionally
  • Regular, on-time attendance and able to work at least 40 hours per week with flexibility based on project needs from the Company’s Houston, Texas corporate office
  • Demonstrated proficiency in word processing and spreadsheet management programs in order to complete any required correspondence or reports
  • Working knowledge of hotel property management systems such as Fidelio, Opera, Lanmark etc
  • Ensure Concierge Staff is growing and maintaining relationships with retailers, restaurants, hotels and Concierge organizations within the community
  • Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under pressure, and provide cheerful assistance to others
  • Previous concierge experience required in Las Vegas
6

Skills For Head Concierge / Guest Service Manager Resume

  • Have at least 4 years’ experience within the international hospitality industry
  • Work/partner with the Assistant General Manager at a Flagship Center to achieve the goals within the Center
  • Prepare financial and operational reports that are presented to senior leadership
  • Assist with guest interactions in person or on the phones, as needed to achieve service standards
  • Provide constant employee recognition as appropriate
  • Coordinate on site trainings and visits from shows, restaurants, tours and other outlets that the department sells and books in order to keep the team up to date with the latest information
7

Skills For Personal Concierge Manager Resume

  • At least three (2) years of previous management or supervisory experience
  • Attends property and company meetings professionally representing New York New York and MGM Resorts International
  • Evaluate and respond to Secret Shop reports as well as manage our Guest Service Survey results
  • Provides traffic management for new orders coming in to make sure they are property assigned and oversees that existing orders are being executed within the company’s SLAs
  • Works to help enhance the program to make it even more effective and efficient for the team and sales associates alike
  • Develop and maintain strong guest relationships to ensure guest loyalty
  • Provides customer service support to sales associates when issues are escalated
8

Skills For Concierge Banking Services Manager Resume

  • Responsible for all aspects of guest service and satisfaction for the Lobby Concierge
  • Provide exceptional concierge information to our guests about Vancouver area attractions, restaurants, theatres, special events and other available services
  • Develop and maintain contacts and professional working relationships with counter parts in other Fairmont properties, the Vancouver community and hospitality service providers in our area
  • Coordinating all aspects of the guest requests, recording and tracking all pertinent communications, bookings and details of guest itineraries to the highest level of satisfaction at all times
  • Previous experience with Opera is an asset
  • Previous managerial experience in a related position
9

Skills For Concierge Team Manager Resume

  • Maintain a positive working relationship with Fairmont Gold Concierges to ensure service quality and consistency
  • Conduct employee performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Concierge team
  • Maintaining communication of up to date, accurate information between guests, staff, management and our business partners on a consistent basis
  • Facilitate the training and development of the Concierge team
  • Lead by example by providing exceptional guest service with a passion to continually exceed expectations and anticipate guest needs
  • Strong and effective written and verbal communication with all other departments, highlighting guest requirements to ensure the proper level of service is delivered at all times
  • Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable about all safety and emergency procedures
  • To ensure the concierge team offers the best service, knowledge and assistance to guests
  • In depth knowledge of city offerings
10

Skills For Premier Concierge Manager Resume

  • In a previous Hotel Concierge Manager role
  • Interviews, trains and schedules the Concierge Staff (and Bell Staff). Supervises day-to-day performance of the staff. Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
  • Assures that Concierge Staff knows what activities are available in the area (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
  • Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current
  • Membership of the Les Clef's d'Or would be an asset
  • Maintains calm in a fast-paced, stressful environment
  • Partner with the Management Team to ensure the service experience within the center is consistent with Westfield standards and the team has all tools and resources necessary to complete the job

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