Scott Andrew Shiff

• Supervise and train luxury residential concierges, with 90% success rate turning candidates into shift leads. • Increased resident satisfaction and retention rates over 75% from year one to year two. • Oversee security operations for 740-unit building, with over 1,000 occupants.

• Contributed to client satisfaction rates over 95% by providing exceptional care to Fortune 500 customers. • Utilized audio visual services expertise, facilitating business meetings that required video conferencing software.

Led elite team of Les Clefs d’Or Concierges at 500-room downtown hotel. • Offered hospitality consultative services for VIPs and conference attendees. • Proven track record of increasing revenue by improving customer satisfaction scores. (Position eliminated by hotel)

• Produced daily operational and guest quality assurance reports, analyzing hotel occupancy rates, maximizing profitability. • Worked alongside Sales and Catering managers in assisting with Conference Services. Key Metric: • Evaluated and improved service scores 50% by taking appropriate actions turning dissatisfied guests into return customers.

• Improved resident satisfaction scores by 75% in first year of leadership by going above and beyond with every interaction. • Managed over 300 weekly resident package deliveries with 100% accuracy. • Kept the property in top five for company-wide lease conversions, synthesizing dating and developing site evaluations. Daily Duties: • Utilized complex, detailed property-wide camera system to identify security breaches and follow up with police and management with reports on activity during shift. • Conducted quality assurance assessments for team support and training. Developed site evaluations and observational summaries that synthesized data to improve brand expectations. • Coordinated maintenance repairs, scheduled vendors, provided on-site oversight, and followed up on results. • Scheduled and facilitated all tenant move-in/move-outs and deliveries.

• Developed and implemented personalized pre-arrival program, resulting in 85% increase in customer satisfaction scores. • Increased revenue $10,000 month over month by generating thoughtful, detail-oriented and memorable guest itineraries. Daily Duties: • Generated thoughtful, detailed, and memorable guest itineraries that increased customer retention numbers. • Provided exceptional solutions that went above and beyond all guest expectations. • Identified areas of improvement and communicated findings and recommendations. • Worked alongside Sales and Catering managers in assisting with Conference Services.

As an enthusiastic Travel Agent, worked exclusively for American Express Platinum VIP clients and booked international and domestic hotels, airfare, and ground transportation. Key Metrics: * Successfully billed over $20K in monthly sales building complex domestic and international itineraries. * Acted as a mentor to new hires providing support for the booking system.

• Increased added income for team of six $4,000 per month by delivering white-glove concierge and butler services for 19 VIP suites and HNW high-profile clientele. • Orchestrated seamless personalized services for VIP guests, from pre-arrival through departure. • Flawlessly executed hundreds of detailed in room dining orders a month, coordinating with IRD managers. Daily Duties: • Working with Casino Marketing Department and VIP Hosts, flawlessly executed enthusiastic personalized service to HNW clientele. • Utilizing resources of Food and Beverage department and property-wide restaurants, completed in-room service requests and catered private parties for up to 20 guests. Key Achievement: • Awarded departmental Employee of the Month, February 2015

• Income of concierge desk expanded 50% monthly, utilizing VIP guest outreach program I designed to maximize guest satisfaction scores and create repeat bookings. • Drafted in-room concierge service messaging, resulting in increased tour and transportation bookings. Daily Duties: • Communicated and coordinated with incoming VIP guests and groups, in arranging dining, transportation and entertainment needs. • Worked alongside Sales and Catering managers in assisting with Conference Services.

• Secured contracts to manage residential services a multiple luxury properties. • Hired and trained staff to facilitate all resident requests with extreme care and accuracy. • Increased property values by adding amenities such as yoga classes, wine hours and cooking demonstrations. Daily Duties: • Liaison to Property Manager – marketed property to prospective tenants. • Scheduled and facilitated all moves and deliveries. • Managed all shipping and receiving for 300-unit buildings.