Description
Summary: * Pre-opening, luxury hotel specialist (to include St. Regis - NYC / Park Hyatt - Chicago), proven at building award-winning teams and service products, facilitating higher price points. * Extensive Customer Service Management and Operations expertise at a five star level, excelling in developing new service concepts, honoring the stated vision of the brand. * Award-winning Les Clefs d'Or concierge, professionally-trained hotel butler (trained by Ivor Spensor, Head Butler to Queen Elizabeth II), extensive VIP and celebrity clientele background. * Expert at writing operations / training manuals, training personnel to exacting standards, adding value to the brand, impacting bottom line profitability. * Excellent organizational, analytical and reporting skills with an outstanding work ethic. * Effective at multi-tasking with a 'lead-by-example' management style. * Actively investigate organizations to identify strengths, determine opportunities for growth, and execute action plan solutions. * Proven team-builder, trainer / motivator and platform speaker. Hired as a consultant to develop luxury hotel-grade customer services for a 10-facility medical group over a 3-state area. Promoted to Corporate Director within 3 months ultimately responsible for all 23 facilities in 4 states. Grew the service product to include concierge services on a pre-admission to post-discharge patient contact timeline working directly with 1) sales teams externally - and 2) admissions customer services and clinical teams internally. Wrote the company's Concierge / Customer Services Manual hired and trained a team of 30-plus Concierges / Directors training staff in all depts. at all facilities in all elements of the patient service experience. Implemented tech and software solutions for tracking and trending of patient satisfaction surveys and the patient contract process. Rolled out initiatives to elevate the 'service culture' across the brand. Supported Sales and Mktg. efforts by presenting to board-level decision makers at large hospital groups developed C.S.-specific marketing materials. Planned training conferences created training materials to onboard new staff and in-service executive personnel. Procured and branded company collateral. Key note speaker at company AGM. Presenter at Annual National Conference Regional Orientations. Reported directly to the CEO and COO.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Corporate Dir. Of Concierge Services (National Team) | / - Present |
| (Confidential) | Executive Concierge Manager | / - Present |
| (Confidential) | Head Concierge / Department Head | / - Present |
| (Confidential) | Chef Concierge / Department Head | / - Present |
| (Confidential) | Concierge | / - Present |
Accomplishments
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