Customer Service Front Desk
Resume:
Tiffany Brockman
Woodbridge, VA *****
**********@*****.***
High-energy Front Office Manager that brings significant experience and great customer service skills. Focused on eliminating bottlenecks and maximizing productivity to meet challenging daily demands. Enthusiastic, friendly and personable demeanor with knack for organization. Authorized to work in the US for any employer
Work Experience
Assistant Front Office Manager
Doyle Dupont Circle Hotel - Washington, DC
December 2022 to Present
Maintain all responsibilities at front desk
Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
Recruited, trained and developed administrative team to support corporate growth and objectives. Conducted staff performance evaluations to monitor progress and individual skills. Monitored office inventory to maintain supply levels. Orchestrated staff meetings to maintain open communication and quickly address concerns. Created and optimized employee schedules for shift coverage. Answered phones to respond to customer inquiries and transferred calls to appropriate staff members. Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability.
Booked hotel rooms, car rentals and flights for company trips and conferences. Coached and counseled employees to enhance performance and eliminate process lags. Guided and led office staff to optimize service delivery to employees and customers. Also maintained title of Sustainability Queen
Night Auditor/Front Desk Clerk
Canopy by Hilton - Washington
October 2021 to Present
Welcomed large volume of guests and improved overall customer service. Made guest and group reservations, processing check-ins and check-outs for customers. Greeted incoming guests warmly, issued room keys and shared information on policies and amenities. Maintained important files, running reports and delivering updates on occupancy and revenue. Met needs of walk-in customers by staying up-to-date on room availability and current promotions. Processed payments, issued bills and kept drawers accurate to meet financial targets. Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards. Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
Performed bookkeeping activities, such as balancing accounts and conducting nightly audits. Posted room charges for food, liquor and telephone calls based on individual customer actions. Parts Sales Manager
AutoZone - Alexandria, VA
April 2021 to March 2022
Leading the new employees in their daily tasks in a safe environment! Help maintain sales, controlling expenses and shrink along with complying with company procedures With this position I must exceed customer expectation by delivering exceptional customer service Assist Store Manager with supervising and training Open and closes the store, handles the cash safe and registers Delegate that store merchandise is placed in the proper location Ensures company procedures are carried out in the proper manner Maintains sales and store appearance
Manages emergency situations and conducts emergency procedures. Manager in Training / Lead Cashier
Skrimp Shack - Alexandria, VA
October 2020 to February 2022
Helped opened new location
Lead cashier and expert with guests
Count cash, balance cash, customer service, food service and etc Train new cashiers on the preparation of store before and after close. Housekeeping
Cedar Haven Healthcare Center - Lebanon, PA
March 2020 to May 2020
Maintained the cleanliness of the lobby, lobby restrooms, cafeteria and halls Greeting residents and family members.
Front Desk Clerk
Hampton by Hilton - Hummelstown, PA
November 2019 to January 2020
Maintained multiple line telephone systems
Registered guests in and out of hotel
Posted charges to rooms during night audit
Handled credit card transactions, updated and maintained telephone and room statistical analysis reports
Also, maintained daily functions of front desk such as reservations and customer service. Front Office Manager
Hampton by Hilton - Lebanon, PA
July 2018 to August 2019
Managed the front desk staff and breakfast hostesses Trained staff on Front Desk Procedures and
Operations
Did weekly schedules for Front Desk and Breakfast Employees Was on call and covered shifts when there was a call out and was unable to find coverage Weekly orders for hotel maintenance supplies, office supplies, housekeeping supplies and food orders for our hotels daily breakfast.
Inventory Analyst
Mattell - Jonestown, PA
September 2017 to January 2018
Cycle counter for the warehouse
Corrects inventory, damage out products that have been destroyed Verified replenishments were correct and completed physical inventory once every three months Was a very detailed position with counting
Drove all equipment; forklift, scissor lift and clamp (certification expired). Floral Specialist/Cstmr
Srv. Royer's Flower's & Gifts - Lebanon, PA
February 2015 to August 2017
Answered phones to set and schedule delivery times for floral deliveries Handled customer complaints
Greeted customers as they entered the store, showed them to where they needed to be for what they wanted
Cash register, safe counting, customer service, floral design and switchboard. Front Desk Representative
Quality Inn Lebanon Valley - Lebanon, PA
August 2014 to October 2015
See Info for Quality Inn Below
Data Entry
Ingram Micro Jonestown, PA
05/2011 - 07/2013
Trained new hires and helped with issues, also helped with associates with workflow Worked to complete monthly and weekly goals
Dealt with international and domestic consumers
Work very well independently but also works well with others. Front Desk Representative/Supervisor
Quality Inn Lebanon Valley - Lebanon, PA
May 2008 to September 2010
Maintained weekly schedules for front desk staff
Conducted front desk meetings
Trained new employees
Managed customer comments and complaints on hotel website Answered telephone switchboard
Checked guests in and out of the hotel using computer system Took reservations over the phone
Worked night audit which included shutting computer systems down and restarting them for the next business day
Posted checks for paid invoices and sent out pending invoices Customer service.
Front Desk Receptionist
The Office Works - Trevose, PA
May 2006 to August 2006
Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Maintained business office inventory and equipment by checking stock for needed supplies. Monitored reception area to provide consistently safe, hazard-free environment for customers. Set appointments
Light filing duties
Maintained the cleanliness of office.
Front Desk Agent (Night Auditor
The Quality Inn, The McIntosh Inn - Bensalem, PA
October 2003 to February 2006
Maintained multiple line telephone systems
Registered guests in and out of hotel
Posted charges to rooms during night audit
Handled credit card transactions, updated and maintained telephone and room statistical analysis reports
Also, maintained daily functions of front desk such as reservations and customer service. Education
Associate of Science in Accounting
Strayer University - Washington, DC, US
May 2025
Diploma in Computerized Business & Accounting
DPT Business School - Philadelphia, PA, US
February 2006
Diploma in Hospitality and Tourism Management
Bensalem High School - Bensalem, PA, US
June 2002
Accounting
Kaplan University Online - Davenport, IA, US
CUSTOMER SERVICE
CstmrRoyer'sMattelSkrimpDeVry University Online, Harrisburg Community College - Naperville, IL, US Skills
• Planning and Organization
Employee Management
Staff Supervision
Scheduling
Microsoft Office Suite
Communication Management
Hospitality Services
Issue Handling
Training and Coaching
Invoicing and Billing
Proficient in [Microsoft 365]
Payroll and Budgeting
Relationship Building
Training and Development
Conflict Management
Customer Relations
Data Entry
Reservations Assistance
CRM and Office Management Software
• Floral Design
• Night Audit
• Recruiting
• Hospitality
• Supervising experience
• Sales
Certifications and Licenses
Forklift Certification
Scissor Lift Certification
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