• Assisted with hiring and training new team members on hotel policies and concierge responsibilities• Created new methods of procedures utilized by fellow concierges that allowed for further efficiency and organization• Maintained a high degree of organization while handling multiple requests and inquiries• Coordinated with guests to help plan upcoming travel to San Francisco, regularly taking advantage of opportunities to up-sell activities and tickets booked• Personally handling and resolving any guest concerns and issues in a timely professional manner• Developed unique hotel packages and amenities program for our guests.• Arranged transportation as requested by guests• Assisted guests with dinner reservations, local events and attractions• Developed strong relationships with guests resulting in repeat stays at Park Central Hotel

• Lead a team of 14 Concierges to assist guests with creating a memorable experience in San Francisco and Northern California through promoting tours and local businesses. • Actively found new corporate accounts to increase sales.• Elevated customer service engagement.• Developed employee succession candidates through mentoring and training.

• Specialized in building relationships and servicing high net worth clients with booking travel, dining and event tickets worldwide.• Maintained constant workflow while taking high call volumes.• Took on special projects from the Business Development Team to win new accounts.

• Lead a team of 14 Call Center Concierge in which handled the following accounts: Bank Of America, Merrill Lynch and Neiman Marcus• Worked with Operations Managers to review all responsibilities, updates and strategy sessions.• Respond to VIP Customers• Resolved Customer Escalations• Quality Assurance (Call and Request QA/Coaching)• Queue Management

• Drive Sales and Revenue• Created and Managed Relationships with Clients• Conducted Needs Analysis and Engaged in Strategic Account Development

• Planned and Implemented Sales Promotions• Resolved Customer Service Issues• Supervised and Trained a staff of 8 Employees• Obtained, Qualified and Followed up on Leads• Sold Club Memberships and Services

• Supervised and Motivated Sales Team of 3 Account Executives • Conceived and Implemented Business To Business Sales Strategy • Achieved over 40% increase in Business-to-Business Sales Goals

• Achieved Top Branch in Customer Service for Northern California • Ensured Branch Sales Goals were Not Only Met But Exceeded By 110%• Promoted and Cross-Sold Products and Services · • Organized and Planned Marketing Activities Ensuring Proper Execution• Handled all Aspects of Branch Operation (Daily and Monthly Reports, Cash and Branch Audits, Employee Training and Management) • Supervised and Trained a staff of five employee