ANTHONY WILLIAMS

As a Sales Associate Specialist at Sur La Table, I provided top-notch service by preparing merchandise, restocking shelves, and greeting customers with a smile. I accurately processed transactions and solved customer challenges by offering relevant products and services. My priority was always to provide exceptional service and a pleasant shopping experience to retail customers and to increase revenue by recommending complementary purchases.

As a flight attendant, I engaged professionally with passengers to improve satisfaction and exceed expectations throughout the flight. I facilitated communication between the flight deck and cabin crew before and during flights to promote smooth operations. I monitored the cabin during the flight and promptly responded to passenger inquiries or issues. I also supported passengers with special needs and assisted wheelchair passengers. In addition, I received special training to handle passenger conflicts or medical emergencies during the flight. I attended workshops and training in customer service, conflict resolution tactics, and safety procedures to keep up-to-date with the latest requirements and guidelines.

I ensured smooth hotel front desk operations as the Front Desk Manager at W Hotel Union Square. I oversaw all cash and credit card transactions, answering questions about reservations and hotel information via telephone, email, and in-person conversations. My priority was to greet guests with a warm welcome, engaging in pleasant conversations while managing check-in. In addition to managing check-in, I resolved guest issues with rooms or reservations. My service was always knowledgeable and friendly, ensuring guests felt comfortable. I prepared weekly employee work schedules to meet operational needs. I ensured staff was productive and well-trained in incorrect procedures, compliance requirements, and performance strategies. My role also involved assisting 100-300 guests daily during check-in, check-out, and stay, managing up to 300 rooms. I focused on maintaining the hotel's reputation and ensuring that staff consistently followed proper procedures. New staff members are trained and equipped with the necessary skills and knowledge to provide the best service to our guests.

As an Overnight Hotel Manager at Four Seasons Hotel, I managed the Front Desk activities during the overnight shift. One of my primary responsibilities was to ensure effective communication and follow-up with the day shift team on any problems, guest requests, or special requirements. I always provided exceptional service and assistance to guests upon check-in, and I frequently toured the hotel to monitor the activities of all other departments. In addition, I closely monitored the staff to ensure they met the established standards, supported team members, and met guest needs. I managed all guest relocations personally, following established guidelines, handling customer complaints professionally, resolving issues promptly, and fulfilling special requests. I always assisted customers in all inquiries concerning hotel services, hours of operations, key hotel personnel, in-house events, directions, and other requests. I also handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. Through my personable service, I increased customer service ratings. I ensured every guest had the best possible experience during their stay.

As an Assistant Front Office Manager at Conrad Hotel, I worked closely with management to assist with specific aspects of business operations. My responsibilities included helping the manager in business operations, collecting and inputting timesheet data into the automated accounting system, and processing labor corrections. One of my main achievements in this role was increasing customer service success rates by quickly resolving issues. I also interacted with customers by phone, email, or in-person to provide information. I performed wide-ranging administrative, financial, and service-related functions. In addition, I reconciled end-of-day reports to determine accurate billing and payment processing. I even served as a floating manager-on-duty, MOD, to cover shift shortages. I trained new hires on procedures to better service customers. I encouraged and mentored employees to boost performance and remove process inefficiencies. To reinforce an employee-centric environment, I created quarterly company employee appreciation outings. Overall, my time at the Conrad Hotel was fulfilling and allowed me to grow professionally and personally.

As an Assistant Manager at the Drake Hotel, I supervised daily operations to meet performance, quality, and service expectations. I also monitored cash intake and deposit records, increasing accuracy and reducing discrepancies. One of my key responsibilities included mentoring team members to enhance their professional development and accountability in the workplace. In addition, I generated repeat business by providing exceptional customer service and responding to customer concerns with friendly and knowledgeable service. I also helped plan schedules and delegate assignments to meet coverage and service demands. I maintain scheduling employees to align coverage with forecasted demands. I maintained a professional demeanor throughout my work by staying calm when addressing unhappy or angry customers. I also tried cultivating a positive rapport with fellow employees, boosting company morale, and promoting employee retention.