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Derrick Jones
NCA Certified Concierge
Summary
Highly experienced NCA Certified Concierge with 7+ years in the hospitality industry. Proven expertise in providing exceptional customer service, managing guest relations, and resolving issues with efficiency and empathy. Demonstrated ability to supervise and mentor a team of concierge staff while maintaining compliance with NCA standards. Seeking a challenging role where I can apply my skills and contribute to the success of a luxury hotel or resort.
Education
Bachelor of Science in Hospitality Management
November 2017
Skills
- Concierge Services
- Customer Service
- Communication
- Event Planning
- Hotel Management
- Guest Relations
Work Experience
NCA Certified Concierge
- Provided concierge services in various settings, including hotels, resorts, and private residences.
- Collaborated with other hotel departments, such as housekeeping, maintenance, and security, to ensure a positive guest experience.
- Supervised and mentored a team of concierge staff, providing guidance and ensuring compliance with NCA standards.
- Handled guest complaints with professionalism and diplomacy, working towards prompt and satisfactory resolutions.
NCA Certified Concierge
- Developed and implemented standardized policies and procedures to ensure the smooth operation of the concierge department.
- Provided exceptional customer service to guests, addressing their needs and resolving issues with efficiency and empathy.
- Managed guest checkins and checkouts, coordinating with front desk staff to ensure a seamless experience.
- Assisted guests with luggage handling, transportation arrangements, and restaurant reservations.
Accomplishments
- Developed and implemented a guest loyalty program that increased repeat visitation by 15%, resulting in improved customer satisfaction and revenue generation
- Successfully managed daily operations of a 5star hotel concierge desk, handling reservations, requests, and complaints, ensuring guest satisfaction and smooth operations
- Established strategic partnerships with local businesses and attractions, offering exclusive perks and experiences for guests, enhancing their overall stay and promoting the hotel
- Trained and mentored junior concierge staff, ensuring they provide exceptional service and uphold the brands reputation
- Successfully navigated difficult situations, including guest complaints and emergencies, maintaining composure and resolving issues promptly and efficiently
Awards
- Recognized as Concierge of the Year by the National Concierge Association (NCA)
- Recipient of the Gold Key Award for exceptional concierge services, exceeding guest expectations and driving repeat business
- Awarded the Concierge Award of Excellence for consistently providing personalized and exceptional guest experiences
- Certified as an NCA Concierge with distinction, demonstrating expertise in all aspects of concierge services
Certificates
- National Concierge Association (NCA) Certified Concierge
- Les Clefs d’Or Concierge Society
- American Hotel and Lodging Association (AHLA) Certified Hospitality Supervisor (CHS)
- Institute of Certified Travel Agents (ICTA) Certified Travel Associate (CTA)
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How To Write Resume For NCA Certified Concierge
- Highlight your NCA certification and demonstrate your knowledge of industry standards.
- Showcase your exceptional customer service skills and ability to resolve guest issues with empathy and efficiency.
- Emphasize your experience in managing and mentoring a team of concierge staff.
- Quantify your accomplishments using specific metrics to demonstrate your impact on the concierge department.
Essential Experience Highlights for a Strong NCA Certified Concierge Resume
- Provided concierge services in various settings, including hotels, resorts, and private residences.
- Supervised and mentored a team of concierge staff, providing guidance and ensuring compliance with NCA standards.
- Developed and implemented standardized policies and procedures to ensure the smooth operation of the concierge department.
- Collaborated with other hotel departments, such as housekeeping, maintenance, and security, to ensure a positive guest experience.
- Handled guest complaints with professionalism and diplomacy, working towards prompt and satisfactory resolutions.
- Managed guest check-ins and checkouts, coordinating with front desk staff to ensure a seamless experience.
Frequently Asked Questions (FAQ’s) For NCA Certified Concierge
What is an NCA Certified Concierge?
NCA (National Concierge Association) Certified Concierge is a professional designation that recognizes individuals with a high level of knowledge and expertise in the concierge industry.
What are the benefits of becoming an NCA Certified Concierge?
NCA certification enhances credibility, demonstrates commitment to professional development, and provides networking opportunities within the concierge community.
What are the requirements to become an NCA Certified Concierge?
To become NCA Certified, individuals must meet certain experience requirements and pass a comprehensive exam.
What are the career opportunities for NCA Certified Concierges?
NCA Certified Concierges are employed in various settings, including hotels, resorts, private clubs, and corporate offices.
What is the average salary for NCA Certified Concierges?
The average salary for NCA Certified Concierges varies depending on experience, location, and employer.