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Allison Brehm
Myrtle Beach,SC
Work Preference
Summary
Experienced in hotel management, reservation systems, and customer relations, delivering exceptional service and operational consistency. Adept at training teams, managing complex reservations, and enhancing guest experiences while driving revenue and efficiency.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Hotel Reservationist/Customer Service Agent
Sands Ocean Club Resort
04.2000 - Current
- Oversaw hotel reservation department remotely, supporting on-site front desk staff by managing guest reservation inquiries and accommodation questions, and entering guest data for reservations secured, canceled, or disputed through third-party websites (i.e. Booking.com/Hotels.com).
- Performed various roles, such as front desk associate and night audit supervisor, to improve operational flexibility.
- Managed reservations using hotel management software for efficient guest service.
- Coordinated with front desk staff to ensure smooth check-in and check-out processes.
- Assisted guests with inquiries regarding room availability and hotel amenities.
- Supervised daily hotel operations and ensured high service standards.
- Trained and mentored staff on customer service excellence and hotel procedures.
- Coordinated guest check-in and check-out processes for smooth experiences.
- Managed room assignments and maintained inventory of available accommodations.
- Addressed guest inquiries and resolved complaints promptly and professionally.
- Oversaw housekeeping activities to maintain cleanliness throughout the hotel.
- Collaborated with department heads to enhance operational efficiency and service quality.
- Assisted in scheduling staff shifts to meet operational demands effectively.
- Coordinated special events such as conferences or weddings at the hotel.
- Prepared detailed reports on occupancy rates, room availability and rate changes.
- Reviewed financial statements on a monthly basis in order to identify potential cost savings initiatives.
- Enforced policies to ensure security of guests, staff and property.
- Responded promptly to emergency situations or requests from guests or staff members.
- Organized weekly meetings between department heads in order to discuss progress towards goals set forth by management.
- Investigated customer complaints in a timely manner and sought resolutions that were satisfactory to both parties.
- Created promotional campaigns for upcoming events at the hotel.
- Ensured all operational systems are up-to-date with current industry practices.
- Facilitated guest check-in and check-out processes.
- Analyzed sales data in order to develop marketing plans for future services offered by the hotel.
- Ensured compliance with safety standards, quality service and cleanliness standards were met in all areas of the hotel.
- Maintained strong relationships with corporate clients by providing excellent customer service.
- Developed strategies to maximize revenue opportunities within the hotel.
- Provided training and guidance to new employees on proper job duties and responsibilities.
- Supervised and coordinated daily shift activities of hotel staff, including assigning tasks to team members.
- Monitored guest satisfaction levels and took corrective action when necessary to resolve any customer service issues.
- Maintained accurate records of employee attendance, performance reviews and payroll information.
- Conducted regular inspections of public areas, guest rooms and back-of-house areas for cleanliness and maintenance needs.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Negotiated rates with corporate entities related to extended stay contracts.
- Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Oversaw reservations received from direct calls and provided room availability information.
- Administered new hire paperwork and maintained employee files.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Made recommendations for salary and wage increases based on performance reviews.
- Oversaw inventory management, ensuring adequate supplies while controlling costs.
- Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
- Analyzed financial reports, identifying trends and developing strategies for revenue enhancement.
- Led a diverse team, overseeing recruitment, training, and development to ensure high-quality service standards.
- Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
- Conducted regular competitive analysis to adjust pricing and offerings, staying ahead in the market.
- Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
- Managed room allocations and bookings, optimizing occupancy and revenue.
- Fostered relationships with local businesses and organizations to drive additional revenue streams.
- Enhanced guest services through the integration of new technology and systems.
- Ensured compliance with all local, state, and federal laws and regulations.
- Spearheaded daily operations, ensuring optimal guest satisfaction and operational efficiency.
- Developed and enforced operational policies and procedures to improve overall efficiency.
- Coordinated with the sales team to develop strategies for attracting new business.
- Built and maintained productive relationships with employees.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Delegated work to staff, setting priorities and goals.
- Scheduled space or equipment for special programs, meetings and conferences.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Verified customer credit to establish payment method for accommodations.
- Coached staff on strategies to enhance performance and improve customer relations.
- Oversaw recruiting, interviews and new employee hiring.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
Homeowners Representative
Tilghman Beach & Golf Resort
08.2018 - 03.2019
- Oversaw homeowner relations department for onsite rental agency. Coordinated renovation, maintenance, cleaning, and repair scheduling among departments, contractors, and rental agency bookings. Organized accounts payable and receivable with accounting department. Posted billable charges to homeowner accounts and managed annual renewal of rental agreements with homeowners.
- Provided information about local attractions and resort amenities to enhance guest experience.
- Collaborated with team members to improve processes and streamline workflows effectively.
- Provided exceptional customer service to address inquiries and resolve issues.
- Managed product information and ensured accurate inventory levels for efficient operations.
- Assisted in training new representatives on company policies and service protocols.
- Utilized CRM systems to track interactions and enhance customer relationships consistently.
- Maintained up-to-date knowledge of products to provide informed recommendations to customers.
- Handled escalated customer concerns professionally while maintaining company standards.
- Coordinated with cross-functional teams to support promotional campaigns and initiatives efficiently.
- Assisted co-workers during busy periods to provide excellent customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Consistently met daily performance goals set by management team members.
- Managed incoming phone calls to address customer inquiries and direct them appropriately. to address customer inquiries and ensure proper routing. and directed them to appropriate personnel.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
- Provided customer service by answering product and service related questions.
- Participated in training sessions designed to improve overall job performance.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Established relationships with existing customers to promote new product or service opportunities.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Assisted customers with order placement, returns, exchanges, and refunds.
- Utilized broad knowledge to recommend solutions to potential customers.
- Processed customer orders and collected payment information.
- Identified opportunities for cross-selling additional products or services.
- Escalated unresolved issues to appropriate departments for further investigation.
- Coordinated with logistics and supply chain teams to ensure timely delivery of products.
- Achieved sales targets through effective negotiation and closing techniques.
- Developed proposals and quotes for clients based on their specific requirements.
- Provided feedback to product development teams based on customer needs and market trends.
- Conducted market research to better understand customer needs and preferences.
- Assisted in the development of marketing strategies for products and services.
- Trained new representatives on product knowledge, sales strategies, and company policies.
- Managed a territory, planning and organizing daily work schedule to call on existing or potential sales outlets.
- Conducted market research to identify potential clients and areas for expansion.
- Maintained detailed records of sales activities, including calls made, follow-ups, and sales closed.
- Utilized CRM software to track customer interactions, sales, and progress towards targets.
- Implemented customer retention strategies to minimize turnover and build loyalty.
- Compiled and analyzed sales data to identify trends and opportunities for growth.
- Conducted product demonstrations to prospective clients, highlighting features and benefits tailored to their needs.
- Collaborated with the marketing team to develop promotional materials and campaigns.
- Participated in trade shows and conferences to represent the company, network, and generate leads.
- Participated in regular team meetings to discuss performance, strategies, and goals.
- Collaborated with team members to identify areas of improvement in customer service processes.
- Monitored inventory levels regularly to ensure adequate stock for customer demands. and ordered supplies as needed.
- Facilitated management of client accounts, enhancing customer relationships throughout, ensuring satisfaction and retention through regular communication and problem resolution.
- Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Processed customer deposits to secure orders and manage billing effectively. or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Marketed available products and services during customer interactions to drive sales. and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Managed special order requests to generate additional revenue and customer satisfaction. in person and over telephone; generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prevented key account losses by researching discrepancies and correcting problems.
- Excelled in exceeding daily credit card application goals.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Updated system with order specifics and customer details, preferences, and billing information.
Timeshare Director/Property Management CSA
Resort Association Management/Sands Ocean Club Resort
03.2016 - 04.2018
- Oversee all Timeshare operations and guest accommodations. Propose timeshare owner budget to board of directors for approval. Purchase/organize renovation materials for timeshare units.
- Oversaw daily operations of resort facilities and services.
- Developed and implemented strategic plans for guest experience enhancement.
- Developed and implemented standard operating procedures for improved operational consistency.
- Managed cross-departmental collaboration to align operational goals with company strategy.
- Coordinated resource allocation to optimize team performance and project timelines.
- Led staff training initiatives to enhance skills and knowledge across the organization.
- Analyzed operational processes to identify areas for improvement and innovation.
- Facilitated regular meetings to address challenges and foster team communication.
- Established key performance indicators for monitoring operational effectiveness and efficiency.
- Managed day-to-day operations of a large staff in multiple departments.
- Created policies and procedures for improved workflow processes.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Worked with management team to develop operational goals aligned with business strategy.
- Provided leadership and guidance to subordinate managers and supervisors.
- Ensured compliance with applicable laws, regulations, industry standards.
- Developed and implemented operational strategies that streamlined processes, reduced costs, and enhanced customer satisfaction.
- Identified areas where process improvements could be made resulting in increased productivity.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Developed training programs for new employees as well as existing staff members.
- Developed and maintained client relationships to grow business and improve account retention.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Established operational guidelines and identified opportunities for improvement.
- Negotiated contracts with suppliers ensuring best value pricing options were secured.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Directed the operations and logistics of a multi-million dollar business.
- Maintained budgeting documents for accurate tracking of expenses.
- Facilitated meetings with key stakeholders to discuss progress towards objectives.
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Improved employee retention by creating incentive programs and comprehensive training initiatives.
- Engaged customers to promote products, enhancing brand awareness and sales, increasing customer base, and market share.
- Prepared detailed reports outlining operational results on a regular basis.
- Monitored inventory levels to ensure adequate stock was available at all times.
- Planned delivery routing, team workflows, and promotional initiatives.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored progress by establishing plans, budgets and measuring results.
- Implemented successful business strategies to increase revenue and target new markets.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Implemented campaigns and promotions to help with developing goods and services.
- Structured HR consulting services to support clients during organizational developments and changes.
Education
High School Diploma -
West Branch High School
Beloit, OHMedical Billing and Coding Certification - Certificates in Medical Billing, Medical Coding I
Horry Georgetown Technical College
Myrtle Beach, SCSkills
- Hotel management software
- Reservation coordination
- Customer service
- Guest relations
- Customer relationship management
- Revenue optimization
- Inventory management
- Inventory control
Affiliations
- Moose Lodge Women's Auxiliary
- Special Olympics Volunteer
Certification
The American International Reiki Association, Reiki Healing Certification, Level I, Level 2, Master Level
Timeline
Homeowners Representative
Tilghman Beach & Golf Resort
08.2018 - 03.2019
Timeshare Director/Property Management CSA
Resort Association Management/Sands Ocean Club Resort
03.2016 - 04.2018
Hotel Reservationist/Customer Service Agent
Sands Ocean Club Resort
04.2000 - Current
High School Diploma -
West Branch High School
Medical Billing and Coding Certification - Certificates in Medical Billing, Medical Coding I
Horry Georgetown Technical College