Anthony Lambert Email & Phone Number

2007-2011 Cultivated a culture of customer service, emphasizing a sense of urgency in our response to guest issues which resulted in a 25 percent improvement to our customer service scores at the front desk.Created empowerment options for the line employees to respond to guest issues, which defined the range of responses they had when answering guest complaints. Hired, trained and scheduled all Guest Service Agents, Bellman, and Telephone Operators - adhered closely to Hilton standards of training. Responded to Guest Assistance complaints, both at the line level and through Guest Assistance. I served as an escalation point for extremely difficult customer service issues. I have been recognized multiple times by both clients and my management for my performance in these issues. As the Identity Manager for the property, tasked with creation of OnQ identities for other departments and the training of other managers in the use of the system.

2004-2007Processed night audit reports, balanced banquet charges and audited daily charges in the property management system.Audited tax exempt accounts.Input daily reports in the Hyperion System and compiled data for controller for distribution to other departments.

Responded to complaints, managed any hotel wide issues, supervised staff and maintained high customer service standards. Directly supervised Night Audit staff, covering overnight shifts when necessary. As an on call manager, I displayed a high level of commitment to get the job done.

Supervised shifts at the Front Desk, enforcing standards of service. Completed shift checklists, ran daily reports, and focused on VIP arrivals.Covered Night Audit shifts when needed.

Manager on Duty responsibilities on evening shift, responding to complaints, managing any hotel wide issues, supervising staff and maintaining high customer service standards.

Managed the Thornton Bay Men's Department

Provided guests with detailed information on New York City, from Museums to restaurants, and all the varied sites of interest.Helped distressed guests with emergency travel arrangements.Answered guest complaints, and provided service recovery.