Berlanda Jean
Immokalee,FL
Summary
Dynamic hospitality professional with extensive experience at Naples Grande Beach Resort, excelling in guest services management and complaint resolution. Proven track record of enhancing guest satisfaction through personalized services and effective staff training. Skilled in vendor negotiation and optimizing front desk operations, fostering a collaborative team environment to drive exceptional results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Hotel Supervisor
Naples Grande Beach Resort
04.2020 - 05.2025
- Managed hotel reservations, coordinating with various departments to ensure seamless guest experiences from arrival to departure.
- Collaborated closely with management, reporting on departmental performance and providing strategic recommendations for improvement.
- Enhanced guest satisfaction by implementing personalized services and catering to individual needs.
- Reduced guest complaints by ensuring consistent delivery of high-quality services throughout the hotel.
- Coordinated special events within the hotel property such as weddings or conferences ensuring smooth execution of all logistics.
- Oversaw inventory management, minimizing waste and optimizing cost control measures.
- Implemented up-selling strategies at the front desk, contributing to revenue generation efforts.
- Streamlined front desk operations for increased efficiency and improved check-in/check-out processes.
- Increased customer retention through exceptional service and timely resolution of issues.
- Led training sessions for new hires, fostering a positive work environment that emphasized teamwork and communication.
- Cultivated a professional atmosphere among staff members by enforcing adherence to company policies and procedures.
- Supervised maintenance projects within the hotel premises ensuring timely completion within budget constraints.
- Collaborated with housekeeping staff, maintaining immaculate rooms and public spaces to exceed guest expectations.
- Regularly communicated with guests through surveys and feedback channels, utilizing insights to make continuous improvements across hotel operations.
- Negotiated vendor contracts for supplies and services, obtaining favorable terms while maintaining quality standards.
Sales Associate
Walmart
03.2015 - 11.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Patient Service Representative
The Family Tree Home
02.2016 - 12.2019
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted patients in filling out check-in and payment paperwork.
Education
High School Diploma -
Keystone National High
Miami, FLSkills
- Guest satisfaction tracking
- Front desk operations
- Staff training and development
- Employee motivation
- Health and safety regulations
- Complaint handling
- Sales and marketing
- Menu planning
- Meeting planning
- Vendor negotiation
- Concierge services
- Food and beverage sales
- Brand standards adherence
- Tourism industry insight
- Hospitality
- Housekeeping supervision
- Guest services management
- Cash handling
- Guest experiences
- Safety procedures
- Training and mentoring
- Guest complaint resolution
Certification
- Certified Hotel Administrator
- CM - Certified Manager Certification
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Hotel Supervisor
Naples Grande Beach Resort
04.2020 - 05.2025
Patient Service Representative
The Family Tree Home
02.2016 - 12.2019
Sales Associate
Walmart
03.2015 - 11.2021
High School Diploma -
Keystone National High
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