WILLIAM J. FINLEY8893 Avril Court North Fort Worth, TX 76116 931.472.5306 wfinley4@yahoo.com

PROFILE: CUSTOMER SERVICE & GUEST RELATIONS AGENT

Over 4 years of success and contributions as a Guest Services Agent, Security Agent, and Bellman at high end resorts in Waikiki, Hawaii. Interact well with multicultural population; committed to highest quality of customer service, safety, and guest relations standards for a positive brand image, greater profitability, and sustained satisfaction.

Significant Skills and Abilities Include: Consummate multi-tasker who is attentive to customer needs and readily resolves problems for a positive

hospitality environment. Keen understanding of all areas of hotel operations with solid administrative strength; technically proficient

in MS Word, Outlook, and Excel; readily adapt to new programs and technologies. Trustworthy with a high degree of integrity; entrusted with cash management for thousands of dollars daily. Proven leader and team player; partners with staff from all areas to work together for positive outcomes. Often assumed additional responsibilities in absence of Hotel Managers to resolve any guest concerns,

complaints, or security issues. Established reputation for quality, accuracy, and results; received high marks of praise on all performance

reviews.

COMPETENCIES

Customer Service – Guest Relations – Safety & Security Standards – Administrative SupportCash Management – Vendor Relations – Team Leadership – Communications & InstructionsRecording & Reporting – Follow-Up & Problem Solving – Cost Control – Revenue Growth

PROFESSIONAL EXPERIENCE

Independent Worker – Student/Relocated (2009-Present)Higher EducationTook time off work to support spouse on several military assignments and relocations. Completed studies and pursuing plus finishing a Bachelor’s in Radiology, Nuclear Medicine. Worked in the field as a Red Cross Volunteer at Blanchfeld Army Community Hospital.

Waikiki Sand Villa Hotel Corp. – Gust Service Agent, Security Agent, and Bellman (2007-2009)Hospitality IndustryGreeted guests and communicated hotel offerings and amenities. Enforced all policies and procedures for optimal safety and security. Provided services as a Bellman as needed. Addressed and resolved any customer service or guest issues for sustained business growth and satisfaction. Accounted for daily cash receipts that ranged from $1K to $4K daily. Recorded and maintained sales and financial data.

Provided additional support to the Front Desk Manager as needed; aided staff with bookings, check-in and check-out, and addressed/resolved any security issues.

William J. Finley Page 2

Waikiki Gateway Hotel Corp. – Security Agent and Bellman (2006-2007)Hospitality IndustryConducted routine floor security checks and searched for any vandalism, break in, customer disturbances, illegally parked vehicles, or other suspicious activities on hotel grounds. Monitored security cameras for any foul play or intruders. Recorded incidents, escalated matters as warranted, and generated reports for optimal safety/security standards. Entrusted with keys to hotel key lock box that contained keys for all door accesses. Served as a Bellman as needed and delivered guest bags to assigned rooms.

Filled in as needed to the Valet and supported front desk staff during busy periods of operation; made reservations, completed guest check-in and check-out, and performed other duties as required.

API Security, Inc. – On-Call Security Agent and Bellman (2006)Hospitality IndustryPerformed duties as a Security Agent and Bellman at various hotel sites on an as needed basis. Enforced all security rules and regulations; conducted security checks, and addressed any matters relative to vandalism, break in, customer disturbances, illegally parked vehicles, or other matters on hotel property. Recorded any incidents and escalated matters as warranted for resolution. Provided services as a Bellman as needed.

Took on assignments with short notice; assumed roles and responsibilities in absence of regular staff and worked up to 75 hours a week.

EDUCATION & MILITARY

Bachelor of Science, Radiology, Nuclear MedicineAustin Peay University, Clarksville, TN

Nursing StudyOnondaga Community College, Syracuse, NY

U.S. Navy Corpsman CertificationUnited States Navy Corpsman School, Great Lakes, IL