Beverly Doughty
Boston, Massachusetts
Summary
Accomplished concierge with strong organizational skills and a commitment to exceptional service. Known for implementing guest feedback mechanisms and streamlining operations to improve guest engagement and overall satisfaction.I am also the former Director of Membership & Chief Financial Officer of Greater Boston Concierge Association, where I contributed to the growth and development of the local hospitality industry. My experience as a Revenue Manager at Kendall Hotel further enhanced my understanding of hotel operations and revenue management strategies. I am passionate about delivering memorable experiences for guests and fostering strong relationships within the hospitality community.. Boston is truly a special city, Home now for 19+ years.
Overview
17
17
years of professional experience
Work History
Hotel Concierge
Lenox Hotel
09.2015 - 11.2025
- Managed reservations and room assignments utilizing property management systems effectively.
- Trained new staff on concierge protocols and best practices to enhance service delivery.
- Developed local partnerships to provide guests with exclusive access to events and attractions.
- Implemented guest feedback mechanisms, improving overall satisfaction scores consistently.
- Led initiatives to streamline concierge operations, enhancing efficiency and guest engagement.
- Organized special requests and personalized services, elevating the overall guest experience.
- Supported revenue growth goals of the hotel by actively promoting on-site amenities and services to guests during their stay.
- Assisted event planners in coordinating successful conferences, meetings, and weddings at the hotel by providing exceptional logistical support.
- Conducted informative tours of the property for potential clients, showcasing unique features that set the hotel apart from competitors.
- Coordinated transportation arrangements, ensuring seamless travel experiences for guests.
- Kept current on local events and attractions so as to provide accurate information and recommendations to guests seeking unique experiences.
- Provided exceptional service to VIP clientele by anticipating their needs and offering personalized attention throughout their stay.
- Assisted guests with arranging surprise proposals or celebrations during their stay by coordinating closely with other departments such as housekeeping or room service teams.
- Contributed to a positive work environment within the concierge team through strong collaboration, open communication, and genuine support for one another.
- Trained new concierge staff members on best practices for delivering exceptional customer service while adhering to company standards and policies.
- Developed strong relationships with local businesses, securing exclusive deals and promotions for hotel guests.
Reservations Manager
The Kendall Hotel
08.2013 - 09.2015
- Managed reservation systems, ensuring accuracy and efficiency in booking processes.
- Oversaw customer service operations, enhancing guest satisfaction through effective communication.
- Developed training programs for staff, improving service delivery and operational knowledge.
- Analyzed booking trends to optimize room inventory and pricing strategies.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
Guest Service Manager
Club Quarters Hotel
09.2008 - 03.2013
- Led guest service operations to ensure exceptional experiences and satisfaction levels.
- Trained and mentored staff in customer service best practices and organizational standards.
- Implemented process improvements that enhanced operational efficiency and team performance.
- Resolved guest complaints swiftly, ensuring timely follow-up and effective solutions.
- Collaborated with management to develop strategic initiatives aimed at improving guest loyalty.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Education
No Degree - Business
Lane Community College
Eugene, OregonSkills
- Strong organization
- Personalized recommendations
- Complaint handling
- Community relations
- Event planning
- Reservation management
- Strong customer service orientation
- Proficient in local knowledge and attractions
Affiliations
- Greater Boston Concierge Association The Greater Boston Concierge Association began in 1990 and is comprised of both Concierge and Affiliate members from the local hospitality community. Our members are held to the highest level of professionalism as we seek to provide quality service to our visitors and guests from around the world.
- Member 2014-Present
- Director of Membership 2019-2021,
- Chief Financial Officer 2024-2025 ·
Timeline
Hotel Concierge
Lenox Hotel
09.2015 - 11.2025
Reservations Manager
The Kendall Hotel
08.2013 - 09.2015
Guest Service Manager
Club Quarters Hotel
09.2008 - 03.2013
No Degree - Business
Lane Community College