Gabriel Martin
North Charleston
Summary
Dynamic hospitality professional with a proven track record at Charming Inns, enhancing guest satisfaction and streamlining operations. Skilled in reservations management and fostering positive guest relations, I have successfully trained teams for excellence and increased service ratings through empathetic, solution-oriented service. Expert in hospitality management and adept at creating welcoming environments, my efforts have significantly contributed to growth and operational efficiency.
Experienced with guest services and hospitality management, ensuring smooth daily operations and high guest satisfaction. Utilizes strong organizational skills and attention to detail to maintain welcoming and efficient environment. Knowledge of effective team coordination and problem-solving to deliver exceptional service.
Overview
12
12
years of professional experience
Work History
Assistant Innkeeper
Charming Inns- John Rutledge House Inn
01.2024 - Current
- Ensured compliance with safety regulations by conducting regular inspections and addressing potential hazards promptly.
- Negotiated contracts with vendors for products and services required on-site, securing favorable pricing agreements whenever possible.
- Managed inventory and supply ordering to maintain optimal stock levels for daily operations.
- Handled guest complaints professionally and efficiently, resolving issues promptly to maintain positive relationships.
- Improved communication between departments through regular team meetings and open dialogue channels.
- Created a welcoming environment at check-in/check-out points while handling transactions swiftly.
- Conducted regular financial reporting, maintaining accurate records of income and expenditures for budget tracking purposes.
- Supported daily foodservice operations by assisting with meal preparation or serving when necessary to ensure a smooth dining experience for guests.
- Enhanced guest satisfaction by providing personalized service and prompt attention to requests.
- Trained new staff members on all aspects of inn operations, promoting excellent customer service standards.
- Collaborated closely with the Innkeeper to develop strategies for revenue growth and enhanced guest satisfaction.
- Maintained a high level of cleanliness and organization throughout the inn, ensuring an inviting atmosphere for guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Concierge/ Night Auditor
Charming Inns- Fulton Lane Inn/Kings Courtyard Inn
02.2023 - 12.2023
- 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.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
Guest Services/ Admin Assistant/ Group Coordinator
The Inn at Middleton Place
05.2013 - 05.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collected room deposits, fees, and payments.
- Attended Revenue meetings to help boost sales base on groups, online and phone bookings, and interest via inquires
Education
History, Anthropology
Winthrop University
Rock Hill, SCSkills
- Front desk operations
- Highly adaptable
- Generating reports
- Night audit reports
- Polite telephone etiquette
- Staff training and development
- Guest relations management
- Reservation management
- Reservations
- Operations management
- Hospitality Management
- Housekeeping supervision
Timeline
Assistant Innkeeper
Charming Inns- John Rutledge House Inn
01.2024 - Current
Concierge/ Night Auditor
Charming Inns- Fulton Lane Inn/Kings Courtyard Inn
02.2023 - 12.2023
Guest Services/ Admin Assistant/ Group Coordinator
The Inn at Middleton Place
05.2013 - 05.2023
History, Anthropology
Winthrop University
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