Performed all guest services as the sole Concierge, including itinerary & restaurant reservations, limousine services, tours, and anything else a guest needs assistance with that isn’t directly offered through any other department.Implemented and carried out the policies for University of Pennsylvania Move-In Week regarding package shipping & receiving, cleaning services for student housing, and transportation for both large groups and private cars.Served as the Guest Satisfaction Ambassador on the Blue Energy committee, which involved speaking at monthly meetings on how different departments can bring their scores up on guest satisfaction surveys.Attended monthly Philadelphia Area Concierge Association meetings, theater openings, and restaurant events to retain a thorough and detailed knowledge of the city’s offerings, to best relay the knowledge to hotel guests

Performed all hotel concierge services for AM and PM shifts, including guest and VIP itineraries, limousine services, and organization/overseeing of staff events and outings.Conducted Guest Services Agent duties when needed and assisted guests with check-ins, check-outs, and luggage.Submitted articles for the monthly Concierge Newsletter with topical information on local events, openings, and highlighted restaurants, shops, and parks.Trained regularly on the luxury brand standards of the high-end chain by attending in-house seminars and quarterly town hall meetings. Worked closely with the General Manager and Director of Operations to create "cousu-main" service for high profile clients, which involved planning and executing hand-tailored meaningful experiences that conveyed luxury by anticipating their needs.

Trained and managed a front desk staff of 5. Developed study materials to improve the staff’s knowledge of company and hotel policies as well as local businesses and events. Created weekly schedules. Conducted monthly meetings to detail areas of improvement.Assisted guests with check in and check out processes. Aided guests with any room or service issues and concerns. Provided high-end boutique hotel concierge suggestions to guests, catering to their dining, entertainment, and tourism needs.Served as the hotel’s Social Media Ambassador. Monitored the hotel’s reputation to achieve excellence in service by responding to all TripAdvisor reviews and personal emails to the hotel.Worked with the General Manager and Revenue Managers to balance inventory of rooms. Conducted room inspections to ensure housekeeping performance parity with the high standards of the management company. Helped manage housekeeping staff responsibilities.