Robert Brown
Charlotte
Summary
Dynamic hospitality professional with a strong work ethic and effective problem-solving skills, honed at Kuester Management. Recognized for delivering exceptional customer service and enhancing guest satisfaction through attention to detail and adaptability. Proven ability to train staff and maintain a safety-first culture, ensuring a welcoming environment for all guests.
Overview
18
18
years of professional experience
Work History
Concierge
Kuester Management
09.2023 - Current
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Maintained high level of professionalism and discretion when dealing with guests.
- Trained new concierge staff, ensuring consistent high level of service across team.
Safety Supervisor
Caraustar
06.2007 - 01.2020
- Promoted a safety-first culture by providing ongoing coaching, feedback, and support to staff members.
- Participated in safety meetings by answering questions from staff members.
- Enhanced workplace safety by conducting regular inspections and identifying potential hazards.
- Monitored safety practices of new and existing employees.
- Kept main work areas free of debris and obstacles that could cause falls and mishaps.
- Reviewed company processes and suggested methods that would improve overall safety for employees.
- Completed workplace safety and hazard inspections.
- Instructed employees on OSHA standards.
- Trained company employees in safety procedures and provided in-depth documentation for review.
- Led employee training on safe usage of equipment.
- Maintained up-to-date knowledge on industry best practices and regulatory changes, adjusting company policies as needed to ensure compliance.
Night Auditor
Aimbridge Hospitality
03.2023 - Current
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Concierge
Phoenix Senior Living
09.2020 - 02.2023
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival by providing warm welcome.
Night Auditor
Courtyard by Marriott
05.2020 - 02.2023
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
Education
High School Diploma -
Middleton High School
Charleston, SC06.1989
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Guest services
- Telephone etiquette
- Hospitality
- Team player mentality
- Detail-oriented approach
- Polite telephone etiquette
- Cash handling
- Guest accommodations
- Problem-solving
- Attention to detail
Accomplishments
American Red Cross First Aid and CPR trained
Timeline
Concierge
Kuester Management
09.2023 - Current
Night Auditor
Aimbridge Hospitality
03.2023 - Current
Concierge
Phoenix Senior Living
09.2020 - 02.2023
Night Auditor
Courtyard by Marriott
05.2020 - 02.2023
Safety Supervisor
Caraustar
06.2007 - 01.2020
High School Diploma -
Middleton High School
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