Customer Service Front Desk

Lance L. Howell

**** ******** **** #***

Wilmington, NC 28403

910-***-**** SMS Text or VM

****************@*****.***

Objective-

To secure a position that utilizes and challenges my detail focused customer service training and experience, as well as my policy and procedure development and implementation skill set. Job History:

Sheraton Four Points, 27th Ave S., Myrtle Beach, SC 6/1999-10/2000- Property Night Manager: Supervised all scheduled departments ran in accordance with policies and procedures. Ensured outlet and front desk deposits were accurate and accounted for. Assisted Food and Beverage with event planning and scheduling.

Southwind Management, Hilton Head Island, SC 10/2000-10/2004- Owner Services Manager: A multifaceted job that included the scheduling and management of a 15 person reservation center servicing 369 timeshare units on HHI, 270 units in Branson, Mo and 168 units in Ormandy Beach, Fl, as well as the Players Club, a 100 room hotel on HHI. Also responsible for depositing owner’s “week” into their RCI account and ensuring the RCI inbound reservation’s accuracy. Also collected maintenance fees and ownership payments as directed by the controller. Also developed and implemented an Emergency Evacuation Procedures Manual both Natural and Man-made Disasters post 9/11 as directed by Homeland Security, also policy and procedure manuals for Front desk Arrivals/Departures and Reservations Hotel/Timeshare.

Stock Building Supply, Wilmington, NC 11/2004-10/2005-Installation Department -Installed stock and custom windows and doors in new construction, remodel, and existing homes and commercial properties. Provided basic carpentry skills installing knob and lock sets, bathroom accessories, and garage door openers. Serviced and repaired leaking or faulty products.

Scenic Asylum, Wilmington, NC 11/2004-12/2017 Soft goods Manager/Scenic Artist- Responsible for the creation, maintenance and implementation of full stage theatrical drops. Also developed an inventory data base utilizing photo accuracy for inventory control. Worked directly with the set designers to bring to life their vision of color, texture and surface finishes ie; faux marble, granite, wood, etc. Thalian Association Community Theater, Wilmington, NC 10/2006- 1/2021-Technical Director for the HBUSO/CAC-Assisted and supervised the set load in and implementation of lighting and sound plots for live theatrical productions performed on a proscenium stage. Managed and developed a procedure manual for the back of the house of the 150 seat auditorium insuring all fire and safety procedures were followed. Holiday Inn Express Porters Neck, Wilmington, NC 3/2021-6/2022- Night Auditor-Ensured all revenues were posted and collected from all guests and house account folios. Corrected all posting errors, verified discounted room rates for service recovery efforts through cashier audits. Provided exemplary customer service with making reservations, guest arrivals and departures. Cleaned and stocked the General Store as well as general lobby and dining room cleaning.

Holiday Inn Express and Suites, University Center, Wilmington NC 10/2023-4/2024-Night Auditor-Ensured all revenues were posted and collected from all guests and house account folios. Corrected all posting errors, verified discounted room rates for service recovery efforts through cashier audits. Provided exemplary customer service with making reservations, guest arrivals and departures. Cleaned and stocked the General Store as well as general lobby and diningroom cleaning.

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