Brandi Brimm
Tomball,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful Type setting. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Hampton Inn Suites
Bastrop, TX
12.2019 - 03.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enforced policies and procedures to increase efficiency.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Prepared reports on guest satisfaction levels and other metrics.
- Stored guest valuables in safe and individual boxes for security.
Education
Administrative Assistant - Administrative Assistant
Penn Foster College
Scottsdale, AZSkills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening Skills
- Administrative Skills
- Reservation Systems
- Front Desk Management
- Microsoft Office
- Front Office Support
- Housekeeping
- POS Systems
- Administrative Support
- Clerical duties
- Room assignments
- File Management
- Documentation
- Registration processing
- Hospitality best practices
- Registration
- Sales expertise
- Reservations
- Training and mentoring
- Conflict Management
- Conflict and issue documentation
- Word Processing
- Mail and packages
- Tourism Knowledge
- Effective Planning
- Supply Replenishment
- Information Protection
- Transaction Processing
- Safety and security procedures
- Record preparation
- Report Generation
- Payment oversight
- Office Management
- Inventory Oversight
- Bookkeeping
- Marketing
- Team Oversight
- Automated telephone systems
- Corporate Branding
- Reporting capabilities
- Transportation information
- Computer Skills
- Problem-Solving
- Teamwork and Collaboration
- Phone and Email Etiquette
- Detail Oriented
- Data Entry
- Staff Training
- Office Organization
- Payment Processing
- Customer Service Management
- Invoicing and Billing
- Relationship Building
- Guest Registration
- Front Office Management
- Data Confidentiality
- Guest Reception
- Payment Collection
- Team Supervision
- Nightly Audits
- Supply and Materials Oversight
- Reservation Management
- Data Gathering
- Concierge services
- Records Management
- Two-Way Radio Operation
- Strategic Planning
- Staff Scheduling
- Charge posting
- Dining and Amenity Recommendations
- POS System Operation
Timeline
Front Desk Agent
Hampton Inn Suites
12.2019 - 03.2024
Administrative Assistant - Administrative Assistant
Penn Foster College