Jordan Crane
Head Concierge
Mellieha
Summary
With a proven track record at Malta Marriott Resort & Spa, I excel in guest relations and property management, enhancing customer satisfaction through exceptional communication and strong leadership. My expertise in VIP handling and concierge services has significantly contributed to creating memorable guest experiences and fostering repeat business.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Head Concierge
Malta Marriott Resort & Spa
03.2023 - Current
- Developed strong relationships with local businesses to secure exclusive discounts and benefits for guests.
- Trained and mentored new concierge staff/bellman & doorman, resulting in a knowledgeable and cohesive team.
- Managed lost-and-found department responsibly, reuniting items with owners quickly and efficiently.
- Assisted guests with travel arrangements, ensuring seamless transportation experiences.
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction and loyalty.
- Supervised daily tasks of the concierge team, ensuring timely completion of responsibilities.
- Organized special events for guests, creating memorable experiences and garnering repeat business.
- Maintained up-to-date knowledge of local attractions, events, and services to provide accurate information to guests.
Concierge
Malta Marriott Resort & Spa
03.2022 - 03.2023
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
Front Office Porter
Hilton Malta
08.2021 - 03.2022
- Maintained a strong work ethic and punctuality, consistently arriving on time and prepared for each shift.
- Night Porter duties included assisting front desk with wake up calls as well as early check outs.
- Night Porter duties included giving basic information on the island and local area.
- Luggage storage of bags and other items
- Upheld company standards for appearance by wearing designated uniform and maintaining professional demeanor at all times.
- Resolved guest inquiries punctually and politely for professional customer service.
- Unpacked and stored deliveries in proper locations for orderly, accessible supplies.
Taxi Driver
ECabs
07.2020 - 06.2021
- Assisted passengers with loading and unloading luggage, demonstrating excellent customer service skills.
- Drove safely and obeyed traffic laws to avoid accidents and injuries.
- Assisted elderly or disabled passengers with entering or exiting the vehicle when necessary while displaying empathy.
- Developed strong relationships with repeat clientele through consistent quality service.
- Arrived on time to customer appointments.
- Maximized passenger satisfaction by keeping vehicles in safe and clean operating condition.
- Improved passenger satisfaction by providing friendly and efficient service during taxi rides.
- Increased customer loyalty with excellent communication skills and a professional demeanor.
Front Office Porter
Radisson Blu Hotel & Spa
12.2019 - 05.2020
- Maintained a strong work ethic and punctuality, consistently arriving on time and prepared for each shift.
- Luggage storage of bags and other items
- Upheld company standards for appearance by wearing designated uniform and maintaining professional demeanor at all times.
- Resolved guest inquiries punctually and politely for professional customer service.
- Unpacked and stored deliveries in proper locations for orderly, accessible supplies.
- Increased efficiency in daily operations by organizing storage rooms, maintaining inventory of supplies, and replenishing stock as needed.
- Supported housekeeping staff by stocking supplies, removing trash, and handling laundry tasks as needed.
House Porter
Sopwell House Hotel & Spa
03.2019 - 12.2019
- Maintained a strong work ethic and punctuality, consistently arriving on time and prepared for each shift.
- Performed general landscaping duties such as lawn care, snow removal, or leaf raking when necessary.
- Upheld company standards for appearance by wearing designated uniform and maintaining professional demeanor at all times.
- Resolved guest inquiries punctually and politely for professional customer service.
- Stored supplies safely and securely to prevent theft and damage.
- Communicated with coworkers and managers about completed duties.
- Increased efficiency in daily operations by organizing storage rooms, maintaining inventory of supplies, and replenishing stock as needed.
- Completed sweeping, mopping, and window-cleaning.
- Cleaned and organized building areas as required.
- Maintained a clean and welcoming environment for guests through regular cleaning of lobby, hallways, and restrooms.
- Assisted in event set-up and tear-down, ensuring timely execution and seamless transitions between events.
Doorman
Intercontinental Malta
05.2018 - 03.2019
- Monitored and controlled building access and remained vigilant of non-residents' purpose for being on property.
- Directed traffic and kept property frontage free for guests.
- Assisted with package deliveries by logging receipt of packages delivered and notifying residents for pickup.
- Orchestrated building safety measurements to maintain security and protect residents.
- Acknowledged and greeted building residents and guests with courtesy and urgency by opening doors and offering assistance.
- Streamlined package delivery process, ensuring timely distribution to residents.
- Coordinated with vendors for deliveries or services, ensuring minimal disruption to residents'' routines.
- Managed access control system, preventing unauthorized entry into the building.
Front Office Porter
Le Meridien Hotel & Spa
09.2016 - 05.2018
- Maintained a strong work ethic and punctuality, consistently arriving on time and prepared for each shift.
- Maintained clean and safe lobby areas, contributing to welcoming environment for guests.
- Greeted guests with warmth and professionalism for friendly, helpful service.
- Night Porter duties included giving basic information on the island and local area.
- Luggage storage of bags and other items
- Upheld company standards for appearance by wearing designated uniform and maintaining professional demeanor at all times.
- Resolved guest inquiries punctually and politely for professional customer service.
- Unpacked and stored deliveries in proper locations for orderly, accessible supplies.
Education
Skills
Property management
Exceptional communication
VIP handling
Task delegation
Local area network
Strong leadership
Team building proficiency
Guest relations
Concierge services
Customer service
Flexibility
Timeline
Head Concierge
Malta Marriott Resort & Spa
03.2023 - Current
Concierge
Malta Marriott Resort & Spa
03.2022 - 03.2023
Front Office Porter
Hilton Malta
08.2021 - 03.2022
Taxi Driver
ECabs
07.2020 - 06.2021
Front Office Porter
Radisson Blu Hotel & Spa
12.2019 - 05.2020
House Porter
Sopwell House Hotel & Spa
03.2019 - 12.2019
Doorman
Intercontinental Malta
05.2018 - 03.2019
Front Office Porter
Le Meridien Hotel & Spa
09.2016 - 05.2018
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