Rachael Silence
Grand Junction
Summary
Proficient concierge agent experienced in managing front desk operations, resolving guest issues, and coordinating transportation. Known for exceptional interpersonal skills and a collaborative approach, contributing to increased guest satisfaction and streamlined processes.
Overview
31
31
years of professional experience
Work History
Concierge Agent
Solstice Senior Living @ Mesa View
Grand Junction, CO
10.2023 - Current
- Assisted residents with daily inquiries and requests, ensuring prompt and courteous service.
- Coordinated transportation arrangements for residents, enhancing mobility and accessibility.
- Managed front desk operations, maintaining a welcoming environment for visitors and residents.
- Provided information about community events and activities, fostering resident engagement and participation.
- Collaborated with staff to streamline communication processes between departments, improving overall efficiency.
- Resolved resident concerns diplomatically, ensuring high levels of satisfaction and retention within the community.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Addressed guest concerns promptly, resulting in increased customer satisfaction ratings.
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Provided support during high-stress situations such as natural disasters or power outages, helping maintain order among guests while coordinating necessary resources.
- Provided exceptional customer service by anticipating and addressing guest needs proactively.
Concierge Agent
Hyatt Corporation
Denver, CO
04.2014 - 10.2016
- Managed package deliveries and mail distribution for both guests and staff members.
- Developed strong relationships with local vendors to secure exclusive discounts and promotions for hotel guests.
- Continuously updated knowledge of local attractions, events, and businesses to provide accurate information to guests.
- 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.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained high level of professionalism and discretion when dealing with guests.
- Scheduled and confirmed restaurant reservations for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Facilitated and coordinated transportation services for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Provided accurate information regarding local attractions, restaurants and activities.
- Upheld hotel policies and procedures by providing high level of customer service.
Guest Relations Manager - United Airlines
Thistle Lancaster Gate Hotel
London, England
10.1998 - 01.2001
- Oversaw airline pilot relations team operations, driving consistent service excellence across departments.
- Collaborated with management to design initiatives aimed at enhancing overall guest experience.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Front Desk Agent
Thistle Trafalgar Square Hotel
London, England
08.1995 - 10.1998
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving complaints efficiently.
- Coordinated room assignments and special requests to enhance guest satisfaction during stays.
- Monitored reservation systems, updating bookings and managing room availability accurately.
- Trained new staff on front desk procedures, improving team performance and service quality.
- Implemented process improvements that streamlined check-in procedures and reduced wait times for guests.
- Collaborated with housekeeping to ensure timely room readiness and optimal cleanliness standards.
- Handled payment processing and maintained accurate financial records of daily transactions.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
High School Diploma -
Varndeen High School
Brighton, England, UK06-1987
Skills
- Cross-cultural sensitivity
- Customer service expertise
- Exceptional communication
- Guest relations
- Calendar management
- Strong interpersonal skills
- Strong work ethic
- Guest services
- Attention to detail
- Team collaboration
- Verbal and written communication
- Hospitality service expertise
Accomplishments
- Crafted unique, personalized guest experiences during visits or stays, resulting in [Number]-star service rating for resort.
- Crafted distinctive, personalized guest experiences during visits or stays, leading to a [Number]-star service rating for the resort.
- Handled cash and credit cards for payment, resulting in zero errors over the course of [Number] months.
Associate of the Month 2023, 2024 & 2025
I was selected to receive these awards based upon my performance and compassion towards the residence of the community
Timeline
Concierge Agent
Solstice Senior Living @ Mesa View
10.2023 - Current
Concierge Agent
Hyatt Corporation
04.2014 - 10.2016
Guest Relations Manager - United Airlines
Thistle Lancaster Gate Hotel
10.1998 - 01.2001
Front Desk Agent
Thistle Trafalgar Square Hotel
08.1995 - 10.1998
High School Diploma -
Varndeen High School