Brandon Stevens

• Monitored front desk staffing hours and scheduled weekly employee shifts.
• Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
• Responded to customer service inquiries, both in-person and by telephone.
• Maintained high level of service and hospitality, contributing to corporate service recognition for property.
• Welcomed guests and focused on providing positive lodging experience.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Managed front desk maintenance of client records and lab data.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Developed and maintained positive relationships with guests for satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enforced policies and procedures to increase efficiency.
• Monitored staff performance and provided feedback and guidance.
• Supervised front desk staff consisting of eight employees

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Developed and implemented strategies to increase sales and profitability.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Formulated policies and procedures to streamline operations.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Assisted in recruiting, hiring and training of team members.

• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Motivated, trained, and disciplined employees to maximize performance.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Trained new employees on proper protocols and customer service standards.
• Handled cash accurately and prepared deposits.

• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Collaborated closely with other departments to meet guest needs and provide best possible experience.
• Processed guest payments and provided accurate change.
• Supported team members by offering constructive feedback and coaching as needed.
• Reviewed upcoming events and planned for expected challenges.
• Trained junior team members in customer service strategies and property policies.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Collected room deposits, fees, and payments.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.

• Coordinated with doctors and registered nurses to develop care plans for patients in regards to their Medical Equipment needs.
• Documented medical records by entering patient interactions and information.
• Returned voicemail messages to provide responses to patients' health services questions.
• Answered high volume of incoming calls to assist patients.

Prepare all end of day reports and handle guest requests

I was a Unit Team Clerk. I handled most of the clerical work for the unit team.

• Supervised critical budget implementations, employee reviews, training and scheduling for projects.
• Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
• Motivated and led team members to work together to achieve targets.
• Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
• Identified customer needs and delivered relevant product solutions and promotions.
• Met business targets with streamlined operations strategies.
• Enhanced team engagement and performance with daily updates and informational meetings.
• Oversaw payroll preparation and administration for staff.
• Developed and implemented promotions and publicity programs to achieve remarkable business increase.

Supervised all QA staff to ensure accuracy and consistency of call monitoring to maintain the standard of our clients.

• Reviewed current standards and policies.
• Kept records of quality reports and statistical reviews.
• Supervised and guided inspectors, technicians and other staff.
• Established product specifications and quality assurance practices.
• Reviewed customer interactions and activity reports to identify and address concerns.
• Fielded customer complaints and rectified service issues.