Customer Service Guest Services

Brittany Cotton

*** ****** **. ******** **, ***** 859-***-**** *************@*****.***

Profile

Friendly, punctual, and enthusiastic team player. Hardworking, with motivation to learn and contribute to company success. Effective in working in a fast-paced environment.

Dedicated with over 10+ years' experience in hospitality.

Work Experience

GUEST SERVICES MANAGER HOTEL COVINGTON APRIL 2016 – JULY 2022

·Ensuring the check in – check out process ran smoothly

·Booking internal Guest Reservations/ Booking for groups or wedding blocks

·Oversaw booking management systems, optimizing occupancy rates and revenue

·Managed Valet, Reservations, and all Front of house staff

·Managed/Ordered Inventory/Supplies

·Overseeing Scheduling and Budget for front of house

·Managed daily operations, ensuring smooth and efficient guest experiences

·Interviewing candidates for any Front of house position

·Developed marketing strategies to attract new guests and retain existing ones

·Implemented training programs for new employees, focusing on customer service excellence

·Responsible for the ordering/display of the retail space located in the front of house

·Created SOP’s/Emergency plans for the front of house

·Oversaw Monthly bank audits for front of house staff

·Responded to requests and complaints from guests in a professional and polite manner to ensure guest satisfaction

·Preformed annual employee reviews

·Scheduling guest shuttles

·Ensuring exceptional Customer Service

GUEST SERVICES AMBASSADOR MARRIOTT CVG MARCH 2013 – FEBRUARY 2016

·Collaborated with housekeeping and maintenance staff to address room issues reported by guests promptly

·Check in/Check out guests and or groups

·Communicate with shuttle drivers to ensure scheduled pick up/drop offs

·Preassigned rooms prior to guests' arrival

·Completing all guests requests in a timely manner

·Responsible for cash bank/guest's transactions

·Managed guest's inquiries and provided detail information on hotel services and local attractions

SERVER MARRIOTT CVG MARCH 2013 – FEBRUARY 2016

·Greeted customers promptly, shared daily specials and took drink orders to offer superior service

·Showed enthusiasm and knowledge about new menu items/specials

·Understood/Memorized menu to answer questions/offer recommendations

·Took food orders/made drinks and provided refills to customers

·Delivered food/drinks promptly

·Assisted with light food prep

·Processed payments for customers

·Assisted with keeping dining area clean/organized

·Coordinated with kitchen staff/other servers

·Providing excellent service, being attentive to customers

·Handling multiple tables/tasks simultaneously

·Handling customer complaints

HOME HEALTH AIDE THE POINT/ARC OF NKY MAY 2011 – FEBRUARY 2013

·Administered medications/managed medications to ensure patient(s) took them as prescribed

·Promoted continuity of care through adherence to quality standards and protocols

·Offering emotional support and companionship to patient(s)

·Assisted with personal care tasks- this includes assisting with bathing, dressing, eating, and grooming

·Taking patient(s) to medical appointments, grocery shopping, and other places

·Interacting with medical professionals about the patient care plan

·Maintaining proper care records

·Encouraged socialization through community activities

·Ensuring a safe and comfortable home environment

·Performed light housekeeping tasks/laundry

Education

BOONE COUNTY HIGH SCHOOL – MAY 2011

Skills & Abilities

·Guest Relations

·Ability to lead a team

·Monthly Inventory tracking

·Proficient in Microsoft, Excel, & PowerPoint

·Accounting/Budgeting

·Proficient with POS systems

·Poised under pressure

·Fun & Energetic

·Fast learner

·Well Rounded

·Multitasking

·Problem Solving

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