Customer Service Front Desk
Resume:
Brande Ile
North Canton, OH *****
******.*****@*****.***
Professional Summary
Dedicated hospitality professional with 25 years of experience in hotel management, sales, and customer service. Proven track record in managing front desk operations, leading sales teams, and driving revenue growth. Skilled in hospitality, hotel management, sales management, and customer service. Possesses certifications in ServSafe and Food Handler Certification. Proficient in Google Suite, Microsoft Office, and Salesforce.
Willing to relocate to: Akron, OH - Massillon, OH - Canton, OH Authorized to work in the US for any employer
Work Experience
Reset Merchandiser
Acosta Group-North Canton, OH
May 2024 to Present
• Reset Merchandiser, pulled discontinued and expired items, incorporated new items
• Ensured product freshness and quality by rotating stock based on expiration dates
• Worked efficiently in a fast-paced environment, completing resets within designated timeframes
• Communicated effectively with team members and supervisors regarding any issues or challenges encountered during resets
• Executed store resets according to planograms, ensuring accurate placement and arrangement of merchandise
• Maintained inventory levels by restocking shelves and displays with returned merchandise Retail Sales Supervisor
Ollie's Bargain Outlet-Canton, OH
March 2024 to Present
• Domestics Supervisor
• Cashier
• Warehouse
• Ticketing
• Freight
• Stocking
• Pre-planning
• Inventory
• Cash handling
• Plano grams
• Rotation and restock
Front Desk
Marriott Blu-tique -Tribute Portfolio Jotel-Akron, OH September 2023 to March 2024
Front Desk Agent
Front Office Manager
Holiday Inn Belden Village-Canton, OH
April 2022 to October 2022
• Assisted General Manager in daily operations.
• Provided training to staff and head of departments.
• Acted as sales and public relations director and to promote the property.
• Monitored all Guest feedback on IHG, Merlin, Trip advisor, OTA's etc. and hotels guest satisfaction surveys. Responded to surveys accordingly
• Received and resolved guest complaints and service recovery process.
• Selected new hires for hotel and completed all new hire paper work.
• Reviewed employee performance.
• Assisted General Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager.
• Adhered to all franchise and company procedures and regulations as well as standard operating procedures.
• Performed daily, weekly and monthly property inspections.
• Ensured hotel staff was provided with uniforms and name tags.
• Provided effective leadership to hotel team members.
• On call 24/7 to respond to any guest or employee emergencies.
• Ordered and kept inventory of all front office and sales supplies. Assistant General Manager (AGM) / Sales Manager
East Coast Hospitality, LLC - Holiday Inn Express-Laurinburg, NC July 2019 to November 2020
• Assisted General Manager in daily operations.
• Assigned duties to head of departments and guest service staff.
• Observed performance to ensure adherence to hotel policy.
• Provided training to staff and head of departments.
• Acted as sales and public relations director to promote the property within the hotel industry and local community.
• Handled all contracted corporate accounts and groups.
• Monitored all Guest feedback on IHG, Merlin, Trip advisor, OTA's etc. and hotels guest satisfaction surveys.
• Received and resolved guest complaints and service recovery process.
• Selected new hires for hotel and completed all new hire paper work.
• Reviewed employee performance .
• Maintained accurate records including cash flows sheet, AR Ageing reports, Direct billing etc.
• Assisted General Manager during Morning meetings, conducts the morning HOD meetings in the absence of General Manager.
• Ensured hotel staff was provided with uniforms and name tags, and completed onboarding and training.
• Provided effective leadership to hotel team members
• Kept inventoryand orderd all front office supplies and Breakfast items
• On call 24/7 to respond to any guest or employee emergencies
• Helped in the opening of newly acquired hotels for the owner. Director of Sales / Front Desk Manager
Fairfield Inn & Suites by Marriott-Rockingham, NC
September 2018 to May 2019
• Greet and register guests
• Inspect the grounds, public areas and guest rooms for appearance and cleanliness
• Ensured company standards for housekeeping and guest services were met
• Answer guest questions about hotel services and policies
• Interview, hire, train and terminate staff
• Monitor staff performance, ensuring the hotel is running well and guests are happy
• Coordinated front-office and back-office activities and resolve any problems
• Kept inventory, ordered and priced maket items as well as items for hot breakfast.
• Set budgets and room rates, allocate funds and approve expenditures for various departments
• Handled contract corporate accounts, group bookings, maintaining excellent client relationships Education
Bachelor's degree in Business Management
University of Phoenix-Online Campus - Remote
September 2024 to Present
Skills
• Account Management
• Guest Services
• Management
• Public Relations
• Sales Management
• Profit & Loss
• Interviewing
• Pricing
• Event Planning
• Purchasing
• Customer service
• Social media management
• Catering
• Office Management
• Office Manager Experience (10+ years)
• Budgeting
• Merchandising
• CRM Software
• Salesforce
• Operations Management
• Accounts Receivable
• Recruiting
• Human resources
• Payroll
• Forecasting
• SAP
• Research
• Leadership
• Supervising experience
• Hospitality
• Hotel experience
• Communication skills
• Hotel management
• Computer skills
• Microsoft Office
• English
• OPERA
• Sales
• Events management
• Salesforce
• Hotel experience
• Hospitality
• Marketing
• Customer service
• Forecasting
• Guest services
• Front desk
• Team management
• Cash register
• Project management software
• POS
• Sales management
• Account management
• Shift management
• Cash handling
• Restaurant experience
• Supervising experience
• Leadership
• Interviewing
• Payroll
• Property management
• Project management
• Outdoor work
• Driving
• Profit & loss
• Budgeting
• Pricing
• Operations management
• Human resources
• Google Suite
• Banking
• Guest relations
• Office management
• CRM software
• Social media management
• Accounts receivable
• Typing
• Teaching
• Call center
• Communication skills
• Project coordination
• Public relations
• Recruiting
• Retail sales
• Bookkeeping
• Windows
• Catering
• Planograms
Certifications and Licenses
Driver's License
December 2023 to December 2031
Driver's License
ServSafe
Present
Food Handler Certification
June 2019 to Present
Assessments
Food service: Customer situations — Proficient
March 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Management & leadership skills: Impact & influence — Proficient February 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Work motivation — Proficient
March 2021
Level of motivation and discipline applied toward work Full results: Proficient
Front desk agent (hotel) — Proficient
December 2022
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Customer focus & orientation — Proficient
December 2022
Responding to customer situations with sensitivity Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient February 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Sales skills — Proficient
June 2022
Influencing and negotiating with customers
Full results: Proficient
General manager (hospitality) — Proficient
June 2022
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Administrative assistant/receptionist — Proficient February 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Retail customer service — Proficient
February 2024
Responding to customer situations in a retail setting Full results: Proficient
Inside sales — Proficient
October 2023
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Recruiting — Proficient
December 2022
Managing the candidate sourcing and selection process Full results: Proficient
Sales fit — Proficient
October 2023
Measures the traits that are important for success in sales positions Full results: Proficient
Attention to detail — Proficient
February 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Customer service — Proficient
February 2022
Identifying and resolving common customer issues
Full results: Proficient
Work style: Conscientiousness — Proficient
July 2024
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Basic computer skills — Proficient
March 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Call center customer service — Proficient
February 2024
Demonstrating customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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