Ashley Brown
West Yellowstone,MT
Summary
Service-oriented guest relations associate, with 7 years of hospitality experience and a stellar guest satisfaction record. Adept at managing guest experiences, responding quickly to guest needs, and using effective communication between departments. Able to function well in high-stress environments with professionalism and courtesy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
4
4
years of professional experience
Work History
Guest Relations Associate
Bar N Ranch
06.2023 - Current
- Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
- Respond to guest requests for special arrangements for transportation and reservations, by making preparations or identifying appropriate providers.
- Review, log, and maintain guest preferences, traces, and profiles.
- Develop and maintain positive guest communication prior to arrival and post departure to cultivate lasting relationships.
- Answer, record, and process guest calls, messages, requests, questions, or concerns.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Collaborate management improve guest relations policies and prevent common conflicts.
- Uphold hotel policies and procedures by providing high level of customer service.
Guest Relations Specialist
The Fresh Market
10.2020 - 05.2023
- Organized monthly meetings amongst FOH team members.
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Engaged guests through upbeat conversation and personalized service.
- Answered multi-line telephone system to aid guests, direct callers and take messages.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
Assistant Guest Relations Manager
Sands Harbor Resort
03.2019 - 09.2020
- Responded to guest requests for special arrangements or services, such as transportation arrangements and reservations
- Processed guest payments for all related room charges
- Contacted appropriate hotel departments to resolve guest issues or concerns
- Coordinated the on boarding and initial training of newly hired front desk team members
- Provided coaching and coordinated "How-to-Hospitality" meetings to effectively engage with resort guests
- Acted as an ambassador of the resort and resolved any guests' concerns during their stay
- Organized and assembled interpersonal communication in order for each resort department to understand the daily and weekly tasks expected of them
- Assisted in cash handling and closing out registers when shifts would turn over
- Worked closely with Unit Manager to ensure timely completion of administrative tasks.
Education
Bachelor of Science - TV and Film, International Relations
Saint John's University
Queens, NYMaster of Arts - Strategic Communications
Liberty University
Lynchburg, VASkills
- Communication
- Adaptability
- Customer Service
- Ability to Work Under Pressure
- Teamwork
- Leadership
Additional Information
Current Bar N Ranch Position is seasonal. I am seeking a winter seasonal position in Big Sky, MT.
Timeline
Guest Relations Associate
Bar N Ranch
06.2023 - Current
Guest Relations Specialist
The Fresh Market
10.2020 - 05.2023
Assistant Guest Relations Manager
Sands Harbor Resort
03.2019 - 09.2020
Bachelor of Science - TV and Film, International Relations
Saint John's University
Master of Arts - Strategic Communications
Liberty University
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