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Michael Anderson
Bloomington
Summary
Dynamic guest service professional with over 10 years of experience in hospitality and leadership. Renowned for exceptional verbal communication, physical endurance, reliability, versatility, and the trust required to deliver efficient solutions to guest concerns while fostering a collaborative work environment.
Overview
11
11
years of professional experience
Work History
Lead Guest Service Representative
Hampton Inn By Hilton
Bloomington, IN
07.2015 - Current
- Lead associate of front desk, tasked with oversight of other staff members alongside required daily duties.
- Was granted position of team lead after years of consistent performance, as well as staff and guest feedback.
- Acted as Maintenance when no staff member was on sight.
- Acted as Security when no other staff member was on site.
- Acted as Housekeeper when no other staff member was on site.
- Acted as Breakfast Host for first year of employment before being promoted to Front Desk.
- Has resolved several guest, Front Desk, Housekeeping, and Maintenance emergencies when no other staff member was on site.
- Developed and implemented procedures to enhance service efficiency and effectiveness.
- Trained newly hired staff on best practices for guest relations and conflict resolution.
- Assisted in maintaining a positive work environment, while also collaborating in problem solving methods to resolve both guest and staff conflicts.
- Achieved solutions to complex guest questions, issues, and concerns promptly while also maintaining high standards of service excellence.
- Coordinated with management to address guest feedback and respond with improved service offerings.
- Handled high-pressure situations with grace and professionalism to ensure smooth and seamless operations during peak periods.
- Maintained a clean and inviting reception area, reinforcing the hotel's commitment to hospitality standards.
- Developed rapport and relationships with regular guests, leading to increased loyalty and repeat business.
- Handled customer complaints directly to satisfy and retain guests.
- Worked closely with guests that require a high degree of respect and privacy.
- Ensured guest and billing information was collected correctly upon check-in, facilitating smooth payment processing at departure time.
- Coordinated with other departments to resolve last minute guest issues quickly and accordingly.
Education
High School Diploma -
Bloomington High School South
Bloomington, INSkills
- Exceptional verbal communication
- Team management
- Guest relations
- Complaint handling
- Strong leadership
- Heavy Lifting
- Customer service
- Written communication
- Detail-oriented
- Flexible schedule
- First aid training
- Property security
- Problem-solving
- Multitasking
- Reliability
Accomplishments
The only staff member at this location with my tenure.
11 years worked at one location, which has granted me both the time and opportunities to learn new tasks, outside of my own department.
Have led, directed, comforted, and assured large groups of guests in the event of an emergency, such as a fire or a tornado.
Interests
Timeline
Lead Guest Service Representative
Hampton Inn By Hilton
07.2015 - Current
High School Diploma -
Bloomington High School South