Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brandon Stearns

Kissimmee,FL

Summary

Results-driven hospitality worker with solid administrative, customer service and financial management skills. High-energy team player dedicated to maximizing customer loyalty with exceptional support. Well-organized in planning, problem-solving and multitasking in fast-paced hospitality settings.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Front Office Director

Legacy Vacation Resorts
Orlando, FL
01.2024 - Current
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Identified opportunities for improvement in operational performance metrics.
  • Conducted regular meetings with department heads to review progress on strategic initiatives.
  • Managed budgeting and financial planning processes for the organization.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Directed the management of 700 rooms across two resorts

Guest Experience Manager - Front Office

Walt Disney World Resort - All Star Sports
06.2022 - 01.2024
  • Managed day-to-day operations, driving quality standards and meeting Guest expectations.
  • Improved guest service by providing staff guidance, feedback and individual coaching.
  • Empowered staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Recognized and corrected potential safety hazards to reduce accidents or injuries.
  • Developed new ideas to drive cost-effective guest recovery amenities.
  • Monitored and maintained acceptable turnover levels by driving employee morale.

Guest Experience Manager Housekeeping/Custodial

Walt Disney World Resort-Grand Floridian
Orlando, FL
01.2022 - 06.2022
  • Promoted teamwork and quality service through daily communication and coordination with other departments.
  • Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
  • Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
  • Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
  • Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.

Bell Dispatcher

Grand Floridian Resort and Spa- Walt Disney World
Orlando, FL
06.2021 - 12.2021
  • Collaborated with other hotel Cast by assisting with luggage and exchanging information with front desk staff.
  • Delivered packages, messages and other items to guest rooms.
  • Discussed guest issues with front desk manager to devise speedy resolutions.
  • Utilized portable equipment to take luggage from guests and transport bags to hotel rooms.

Customer Relations Manager

Bev Smith Kia
Fort Pierce, Florida
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Built strong relationships with clients to maintain loyalty and promote efficient operations.
  • Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality.
  • Drove customer escalations to resolution by engaging directly with clients.

Front Desk Representative

Holiday Inn and Suites Oceanside
Vero Beach, FL
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.

Front Desk Supervisor/Night Auditor

Hampton Inn By Hilton
Vero Beach, Florida
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Created and optimized employee schedules for shift coverage.

Concierge

Grand Floridian Resort and Spa- Walt Disney World
Orlando, FL
  • Welcomed Guest to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities.

Front Desk Supervisor

Hampton Inn By Hilton
Shelby, NC
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Assisted hotel guests with check in and out procedures courteously.
  • Completed nightly updates to hotel rates and individual room charges.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.

Operations Manager

PetSmart
Shelby, NC
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.

Operations Manager

Dollar Tree
Shelby, NC
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.

Education

Certificate - Business Administration

Cleveland Community College
Shelby, NC

Certificate - Hospitality And Tourism Management

Florida Atlantic University
Boca Raton, FL

Skills

  • Service planning
  • Monitoring field personnel
  • Improving operations
  • Delegating work
  • Customer relationship management
  • Training & Development

Certification

  • Certified Notary Public, State of Florida

Timeline

Front Office Director

Legacy Vacation Resorts
01.2024 - Current

Guest Experience Manager - Front Office

Walt Disney World Resort - All Star Sports
06.2022 - 01.2024

Guest Experience Manager Housekeeping/Custodial

Walt Disney World Resort-Grand Floridian
01.2022 - 06.2022

Bell Dispatcher

Grand Floridian Resort and Spa- Walt Disney World
06.2021 - 12.2021

Customer Relations Manager

Bev Smith Kia

Front Desk Representative

Holiday Inn and Suites Oceanside

Front Desk Supervisor/Night Auditor

Hampton Inn By Hilton

Concierge

Grand Floridian Resort and Spa- Walt Disney World

Front Desk Supervisor

Hampton Inn By Hilton

Operations Manager

PetSmart

Operations Manager

Dollar Tree

Certificate - Business Administration

Cleveland Community College

Certificate - Hospitality And Tourism Management

Florida Atlantic University

Similar Profiles

CREATE PROFILE
Brandon Stearns