Brandon Watford
Queens,NY
Summary
Dynamic hospitality professional with a proven track record at Aliz Hotel Times Square, excelling in customer service and operational efficiency. Expert in employee training and conflict resolution, I have successfully implemented policies that enhanced team productivity and guest satisfaction. Committed to delivering exceptional experiences while fostering a collaborative work environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Supervisor
Aliz Hotel Times Square
Manhattan, NY
11.2024 - Current
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Trained new employees on company policies and procedures.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed strategies to improve team performance and productivity.
- Worked alongside the digital marketing team to enhance the guest experience.
- Curated packages for customers.
- Lead the front desk, engineering, and housekeeping teams upon shift.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- On-call support for the overnight team to assist whenever needed.
- Conducted interviews to pinpoint and hire the right candidates.
Guest Service Agent
Aliz Hotel Times Square
Manhattan, NY
08.2023 - 08.2023
- Answered inquiries about hotel services, facilities and local attractions.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Provided information regarding room availability and rates to potential customers.
- Processed guest payments quickly and efficiently.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Provided guest assistance and information regarding local attractions and points of interest.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Concierge/Front Desk Agent
AIG Insurance
Avenue Of Americas, NY
10.2020 - 10.2022
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Directed clients and guests to correct departments, rooms and staff members.
- Developed strong and trusting rapport with clients to facilitate smooth, quality care.
- Escorted high clientele to designated locations.
- Scheduled conference rooms for clients through multiple EMS systems.
Education
Some College (No Degree) - Biology
St. Johns University
QueensSkills
- Customer service
- Operational efficiency
- Employee training
- Project management
- Policy implementation
- Conflict resolution
- Digital marketing
- Administrative support
Certification
- PSM 1
- CYBERARK DEFENDER
Accomplishments
- GEM NOMINATION X15
Timeline
Supervisor
Aliz Hotel Times Square
11.2024 - Current
Guest Service Agent
Aliz Hotel Times Square
08.2023 - 08.2023
Concierge/Front Desk Agent
AIG Insurance
10.2020 - 10.2022
Some College (No Degree) - Biology
St. Johns University
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