Briana Sanders
Atlanta,Georgia
Summary
Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
The Whitley, A Luxury Collection Hotel, Atlanta Buckhead
09.2023 - 06.2024
- Enhanced customer satisfaction by efficiently managing reservations and seating arrangements.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest complaints promptly, maintaining a high level of customer satisfaction.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collected room deposits, fees, and payments.
- Collaborated with management to develop strategies for improving overall guest experience.
- Monitored inventory levels of front-of-house supplies, minimizing shortages during peak hours.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered and updated sensitive customer information during check-ins and room changes.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Concierge - Part Time
Skyhousebuckhead
08.2019 - 09.2023
- Enhanced tenant satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased tenant retention by maintaining a welcoming and organized reception area.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Developed strong working relationships with team members, fostering a positive work environment.
Concierge Manager
The Huntley
11.2019 - 07.2023
- Enhanced resident satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Maintained a safe and secure environment by monitoring security systems and reporting suspicious activities.
- Implemented efficient package handling procedures, reducing wait times for residents while maintaining organization of storage spaces.
- Continuously sought opportunities for improving resident satisfaction, implementing feedback-driven changes as needed.
- Collaborated with property management team to address any concerns or requests from residents promptly.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Upheld community policies and procedures by providing high level of customer service.
- Offered administrative support by managing schedules, coordinating meetings, and maintaining records as required by property management standards.
- Utilized effective communication skills to relay important information between management, staff members, and residents efficiently.
- Maintained up-to-date knowledge about local attractions, recommending dining, entertainment, and travel options tailored to resident preferences.
- Conducted regular property inspections to identify maintenance needs and ensure prompt attention to any issues.
- Managed resident inquiries and concerns with professionalism, resulting in timely resolutions.
Concierge Manager
Cortland Management (The Battery)
07.2016 - 08.2019
- Manages the relationship with the concierge services vendor in coordination with the property manager.
- Streamlined front desk operations for improved efficiency and guest/tenant experience.
- Maintained up-to-date knowledge of local events, venues, and attractions to provide accurate information to tenants.
- Maintains general lobby access control, door services and other applicable lobby responsibilities.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed tenant inquiries with timely and professional responses via phone, email and in-person interactions.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality experiences.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
Concierge
Cortland Management (The Battery)
06.2015 - 07.2016
- Used internal software to process reservations, move-ins and move-outs.
- Greets/screens visitors and vendors to the property. Monitors guest and resident traffic access to the building. Documents and escalates concerns and issues to management as necessary.
- Handled tenant complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Coordinates resident services and deliveries.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintains general lobby access control, door services and other applicable lobby responsibilities.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Addressed tenant inquiries with timely and professional responses via phone, email and in-person interactions.
- Streamlined communication between departments, ensuring efficient service delivery to tenants.
Education
Bachelor of Science - Business Administration And Management
Georgia State University
05.2024
Skills
- Daily Reporting
- Hospitality services
- System updates
- Cash control
- Customer Service
- Auditing
Timeline
Front Desk Supervisor
The Whitley, A Luxury Collection Hotel, Atlanta Buckhead
09.2023 - 06.2024
Concierge Manager
The Huntley
11.2019 - 07.2023
Concierge - Part Time
Skyhousebuckhead
08.2019 - 09.2023
Concierge Manager
Cortland Management (The Battery)
07.2016 - 08.2019
Concierge
Cortland Management (The Battery)
06.2015 - 07.2016
Bachelor of Science - Business Administration And Management
Georgia State University
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