MARTY MULLER
Christchurch NZ,Mairehau
Summary
Highly communicative professional with more than [Number] years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.
Overview
11
11
years of professional experience
Work History
Concierge/Driver/Tour Guide
The Rees Hotel
06.2022 - 09.2023
- 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.
- 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.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Drove safely in various weather and road conditions to avoid accidents.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Promoted hotel amenities through engaging conversations with guests about their preferences and interests.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
Concierge/Driver/Guide
Eichardt's Private Hotel
11.2016 - 07.2022
- 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.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Collaborated with other hotel staff to create seamless guest experiences from check-in to checkout.
- Assisted with luggage handling, valet services and concierge services.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Drove safely in various weather and road conditions to avoid accidents.
- Developed customized tour itineraries for diverse groups, ensuring a memorable and enjoyable trip.
- Led various themed tours catering to different interests and preferences, showcasing adaptability and versatility as a guide.
- Developed an extensive knowledge of local history and culture, enabling the provision of accurate information and insightful commentary during tours.
Driver/Guide
Nomad Safaris
07.2012 - 03.2016
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
- Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
- Drove safely in various weather and road conditions to avoid accidents.
- Enhanced guest experience by providing informative and engaging guided tours.
- Managed unexpected challenges with flexibility and creative problem-solving, maintaining seamless experiences for guests.
- Led various themed tours catering to different interests and preferences, showcasing adaptability and versatility as a guide.
- Developed an extensive knowledge of local history and culture, enabling the provision of accurate information and insightful commentary during tours.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
Tour Guide
Pure Glenorchy
01.2014 - 02.2016
- Guided groups of up to [Number] people on scheduled tours.
- Built personal relationships with guests to promote positive experiences.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
Education
Associate of Arts - Art & Design
Christchurch Polytech
Christchurch, NZ12.1983
Skills
- Customer Service
- Highly Adaptable
- Strong Work Ethic
- Effective problem solving
- Guest experiences
- Safety Procedures
- Reliable punctuality
- Sightseeing Tours
- Accurate record keeping
- Discreet confidentiality
- Upselling proficiency
- Transportation Coordination
Timeline
Concierge/Driver/Tour Guide
The Rees Hotel
06.2022 - 09.2023
Concierge/Driver/Guide
Eichardt's Private Hotel
11.2016 - 07.2022
Tour Guide
Pure Glenorchy
01.2014 - 02.2016
Driver/Guide
Nomad Safaris
07.2012 - 03.2016
Associate of Arts - Art & Design
Christchurch Polytech
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