Dereje Guta
Senior Concierge
London,United Kingdom
Summary
Accomplished professional with extensive expertise in air transport management, customer care, and airport safety procedures. Demonstrates advanced product knowledge and proficiency in lead management, dispute resolution, and customer retention. Adept at enhancing customer experience through effective passenger scheduling and boarding assistance while ensuring data confidentiality. Committed to maintaining high standards of service and safety within the aviation industry.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Concierge
Clarges Mayfair
London, City of Westminster
2023.09 - 2026.06
- One of 5-Star residential building located in heart of central London at Green Park with thirty-four apartments and high-end customer service.
- At Mayfair, greet residents and guests, open doors, 25-meter pool area, put dolphin machines into the pool to clean water, check sauna and steam rooms, check massage rooms, opening and closing gym, patrol car park including all floors, Serving more than 50 customers per day with high customer service.
- Book special reservations for dinner, entertainment and transport.
- Check keys with Tracka system, reporting to line manager any faults and excellent customer service with telephone and email etiquette.
- Provide guests with keys and direct them to room locations. Transport luggage to and from rooms to accommodate guests.
- Maintained tidy work area to promote cleanliness and quality standards.
Customer Services Representative / Concierge
Knight Frank LLP
London, United Kingdom
2020.10 - 2023.09
- Offers detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Helped the team by serving 80-85 customers a day with great customer service end.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer queries and responded within defined SLAs.
- Recorded and processed customer data accurately.
- Reported incidents quickly and accurately following internal procedures.
- Accurately maintained organized, updated files in digital and physical formats.
- Keep resident keys, and parcels, Patrol externally and internally CCTV, and other concierge duties.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
- Managed high volume of inbound calls for quick resolution of customer issues.
Concierge
Rendall & Rittner
London, Central London
2016.05 - 2020.09
- Worked closely with guests, some of VIP or celebrity status, and always respected their privacy.
- Updated the front desk's concierge book daily so that guests had access to relevant local information.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
- Assessed reliability of the information received, enhancing data accuracy.
- Respected individuals' privacy by adhering to strict data confidentiality policies.
- Provided accurate information to help resolve queries and concerns.
- Maintained clean and hygienic areas of work.
- Handling keys, Parcels, replying to emails and phone calls, patrolling, CCTV, and other concierge duties.
Education
Master of Science - Air Transport Management
Cranfield University
Cranfield, CBF, BedfordBachelor of Science - Aviation Management
London Metropolitan University
London, ENGSkills
- Lead management
- Dispute resolution
- Advanced product knowledge
- Customer retention
- Customer experience
- Customer care
- Data confidentiality
- Boarding assistance
- Passenger scheduling
- Airport safety procedures
- Air transport Management
Certification
- Certified Customer Service
- Managing Finance
- Fire Marshall
- Health and safety
- COSHH certificate
- Conflict resolution
- GDPR UK essentials
- Time management
Accomplishments
- Used Microsoft spreadsheets, computer science programming languages, excel with accounting and banking and finance.
- Supervised team of 8 staff members.
- Best employee in customer service award in February 2020.
Affiliations
- Royal Aeronautical Society membership
- Member of CILT (Central London Transportation)
Timeline
Concierge
Clarges Mayfair
2023.09 - 2026.06
Customer Services Representative / Concierge
Knight Frank LLP
2020.10 - 2023.09
Concierge
Rendall & Rittner
2016.05 - 2020.09
Bachelor of Science - Aviation Management
London Metropolitan University
Master of Science - Air Transport Management
Cranfield University