The document provides a summary of Lamont King Jr.'s professional experience in hotel management and customer service roles over the past 13 years. It highlights his experience as the current Assistant Front Office Manager at the Hilton Worldwide Conrad Indianapolis, where he has improved guest satisfaction scores and led various projects. Previous roles included Guest Services Supervisor and Guest Services Associate at other Indianapolis hotels. The summary also includes King's experience in financial services and education.

1. LAMONT KING JR.
1627 River Shore Parkw ay,Indianapolis, IN 46208 |C: 317-6272061 | lamontkingjr@gmail.com
Professional Summary
HOTEL MANAGEMENT: PLANNING, MANAGING, CLIENT SERVICES
Experienced Managerwith the abilityto successfullydevelopTeamMemberswhileenforcingregulations
necessaryto receive andprovide the highestlevelof Guestsatisfaction.
A builderof highperformanceteams and a naturalTeamLeader, Mentor,andMotivatorwho thrivesin
environmentsrequiringa high levelstrategistand a big picturethinker.
Focused, highlyenergized,decision-makerunderuncertainty,withtime sensitive skills, effectiveand persuasive
communicatorwithstrong interpersonalskills.
Core Qualifications
Creativity and Innovation Customer Service
Flexibility FinancialManagement
Conflict Management Leveraging Diversity
TeamBuilding Developingothers
BusinessAcumen Project Management
Experience
Assistance Front Office Manager 07/2013 to Current
Hilton Worldwide Conrad Indianapolis Indianapolis,IN
Improved GuestServicesproductivityand culturethrough individualcoachingandemployeedevelopment resultingin
increased teammember recognition on SALTsurveysand Revinate.Successfullyled Attendanceprojectresultingin
improvedperformanceandoverallmorale. Reduced employee calloffsbyre-introducingstructured point systemand
improvedadherence toBrandStandards.Increased guest satisfactionwith problemresolution from60.7%to82.4%over
the past 6 monththroughinitiation of "Point of Contact"resolutionprocess. Managedteamof 17+,including Guest
ServiceAgents, Mini-BarAttendants,In-RoomDining, Concierge, andCustomer Service Operators.Collaboratedwith
Director of FrontOffice Operationsand Assistant Directorof Front OfficeOperationson variousprojectsto create
structure andimprove FrontOfficeperformance.
Guest Services Supervisor 01/2013 to 07/2013
The Alexander a Dolce Hotel Indianapolis,IN
SuccessfullyledkeyGuestServicesprojectsto improve guestsatisfactionwithproblemresolutionfrom23%satisfaction
rate to 74%satisfactionrate.Consultedin hiring and trainingof employees. EnsuredallGuest Servicesemployees
versed in brand standards, hotelpoliciesand procedures.Advised allemployeesonproceduresforcreditcontroland
handling of financialtransactions.ConductedArt toursuponrequestdetailing our 14 commissionedartdisplays.
Documented inquiries,requests, andcomplaintsfromguests. Coordinated withotherdepartments to fulfillguestspecial
requests.Ensured in-housesecurityprocedureswerefollowed toprotect our guestsandemployees. Consultedwith
Front Office Manageron anyproblems orsituationsinvolving guests,the hoteland/orstaff. Arranging guests'
transportation needsand ensured appropriaterecording of transportationrevenueandexpenses.
Guest Services Associate(GSA) 08/2011 to 01/2013
Hilton Worldwide Conrad Indianapolis Indianapolis,IN
Greeted and registeredguests. Resolved guest challengesthroughouttheirstayin the hotel.
Provided directionsto guestto localdestinationsandansweredgeneralinquiriesaboutthe surroundingarea.
Maintained suppliesfor frontdeskarea.
Upgraded gueststo suiteswhenappropriate peroursalescomponentassociated with theGSA position.
Completed theregistrationprocess,codedelectronickeys, and madeappropriate selection of roomsbasedon
guest needs(accessible rooms, etc.).
Promoted and administeredHilton HonorsMarketingProgramsfor arrivingguests.
Ensuredguest knowslocation of room, and arrangedfor teammember toaccompanyguestto room.
Provideswelcome packetcontaining roomkeys, tokensof ourappreciation,gifts, etc.to VIPguest.
Ensures guest foliosarecorrectuponguest check-out.

2. Assistsotherdepartmentssuch asBanquets,Housekeeping, etc. perthe needfromeachdepartment.
Houseperson 10/2010 to 08/2011
Hilton Worldwide Conrad Indianapolis Indianapolis,IN
Cleaned and maintained allhotelpublicareas including lobby, restrooms, hallways,stairwells,elevators,etc.
Cleaned in orderto meet established cleanlinessandqualitystandards.
Cleaned Guestroomsand Service areasincluding restrooms,vacuumed, mopped,swept, shampooedcarpets,
and floors. Removed trash, stockedand maintained supplyrooms, reportedmaintenance deficienciesfor
repair/replacement.
Broker/Manager/Associate Portfolio Consultant 09/1997 to 07/2009
Charles Schwab & Company Fishers,IN
Broker- CustomerService Specialist in all aspectsof stocktrading, investment analysis,mutualfunds, bondsand CD
purchasing.ProblemResolutionexpert andwebtradingand web accountmanagementspecialist.
Manager- Led 12member teamfor2 QuarterswithAssistanceof a TeamLead in targeting quarterlygoalsandBroker
Development. TrainerforBrokerTraineespreparingforSeries7 & 63 licenseexams.Assisted Directorof Client
Servicesin BrokerRecognition special project forour CallCenter.
Associate Portfolio Consultant-Assisted Portfolio Consultantin managementof over 60million assetportfoliofor
east coast Schwab Branches. Worked with FinancialConsultantsin variousbranchesin qualifyingandenrolling new
clientsinto Schwab Private Clientportfoliomanagement. Visitedeastcoast branches2 to 3 timesa year tosponsor
outreachfinancialeventsseeking new clients.WebSpecialist and contact forexistingclients.
Education
Professional Certification: Leaders in Luxury 2013
Hilton University Indianapolis,IN
Intense lookatallaspectsof LuxuryfromCustomerServiceandunderstandingInternationaltravelerstoProblem
Resolution and drivingPropertyLoyalty.
Bachelor of Arts:Economics
Indiana University Bloomington,IN
Keywords
Luxurytraining,Hotelmanager,TeamMemberdevelopment,Financialmanagement, Diversitymanagement, Guest
Servicesexperience, Strategicthinker,Teambuilding,Manager, Hospitalitymanagement, ProblemResolutionexpert,
Customer Servicespecialist,Economics, Planning, Customerretention, Data entry, StockMarket research, Microsoft
Excel, Microsoft Outlook, Microsoft Word, Stocktrading,Adobe Acrobat, Training.
Accomplishments
Utilized Hilton recognition programto promote TeamMember competition anddrive improvedsurveyand social
media travel& hospitalityresults.
AchievedOutstandingstatuson QualityAssurance review of adherence toConrad BrandStandardsof ourFront
DeskOperations. Ten yearsin a row of Outstanding ratings.
Experience ProjectManagement: Completed acceleratedIndyBaseProjectasTeamLead Iresponsiblefor
handling the coordination of TeamLeadsat home base and in multi-statecenters.
Coordinated IndyRecognitionProjecteffortswith Board and SeniorManagement implementedmarket strategies,
forecasting,marketinggoals, accomplished effective improvement.
Participated in rewardingof highperformersand motivation effortsforthose seekingimprovedperformance.
Achieved diversity asa member of Black Professionals at Charles Schwabworkin the community, Representative
at Indiana UniversityJobsFairs, and InternalHolidayRecognition Team.