Experience

Railbookers Group

• United States
• Travel Arrangements
• 1 - 100 Employee

• Concierge - Customer Care Team

  • Jan 2022 - Present

  Provide added touchpoints for our VIP customers - pre departure calls, dedicated VIP line Customer Care - post travel issues

• Guest Relations Specialist

  • Jan 2021 - Dec 2021

  Remote Take incoming phone calls from direct customers and outside travel agencies both prior to and during travel to resolve any outstanding travel-related issues. Work with suppliers to confirm rooms above allotment, including exchanges and refunds. Responsible for monitoring shared inboxes, responding to customer inquiries and managing changes to itineraries. Multitask, make outbound calls and meet deadlines while researching alternative accommodations impacted by schedule changes and… Show more Take incoming phone calls from direct customers and outside travel agencies both prior to and during travel to resolve any outstanding travel-related issues. Work with suppliers to confirm rooms above allotment, including exchanges and refunds. Responsible for monitoring shared inboxes, responding to customer inquiries and managing changes to itineraries. Multitask, make outbound calls and meet deadlines while researching alternative accommodations impacted by schedule changes and passenger requests.



Viceroy Hotel Group

• United States
• Hospitality
• 200 - 300 Employee

• Concierge

  • Jul 2009 - Oct 2020

  Beverly Hills, CA Duties include securing restaurant reservations, arranging spa services, booking transportation, procurement of tickets to special events, assisting with various travel arrangements, last minute boarding passes, understanding guest needs and providing them with personal solutions Handled large volume inbound calls - Adept at managing stressful interactions with a wide array of personality types with a calm demeanor and pleasant manner Often asked to take on emergency guest requests on a… Show more Duties include securing restaurant reservations, arranging spa services, booking transportation, procurement of tickets to special events, assisting with various travel arrangements, last minute boarding passes, understanding guest needs and providing them with personal solutions Handled large volume inbound calls - Adept at managing stressful interactions with a wide array of personality types with a calm demeanor and pleasant manner Often asked to take on emergency guest requests on a moment’s notice that required a . strong attention to detail - Able to maintain offline and online activities simultaneously Maintained valuable relationships with a variety of vendors throughout the city, ensuring clients receive VIP treatment Created new methods of procedure utilized by fellow concierges that allowed for further efficiency and organization Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services

• Guest Services Door Supervisor

  • Jan 2000 - Jul 2009

  Beverly Hills, California, United States Responsible for performing a broad range of guest service functions including addressing guests inquiries, running errands, and full room orientation Developed strong relationships with long-term guests resulting in repeat hotel stays, positive online reviews of guest services transactions and more services booked Consistently ranked #1 within department based on exemplary customer service, exceptional teamwork and ability to go above and beyond job description Awarded “2006 L’Ermitage… Show more Responsible for performing a broad range of guest service functions including addressing guests inquiries, running errands, and full room orientation Developed strong relationships with long-term guests resulting in repeat hotel stays, positive online reviews of guest services transactions and more services booked Consistently ranked #1 within department based on exemplary customer service, exceptional teamwork and ability to go above and beyond job description Awarded “2006 L’Ermitage Beverly Hills Employee Of The Year”



Iwerks Entertainment

• Entertainment Providers

• Marketing Coordinator/Manager

  • Dec 1995 - Oct 1999

  Burbank, California United States Assisted in the development, editing and execution of all marketing and advertising support materials Responsible for gathering, storing, and analyzing all pertinent market research data Collaborate with the design department to produce promotional materials Assist with budget management and invoicing