Brian Mitchell

Core Responsibilities

1. Guest Arrival & Departure

• Check guests in and out, verify reservation details, assign rooms, issue room keys, and process payments or refunds.
• Present bills and collect payments, issue change, and perform basic cash reconciliation and bookkeeping.

2. Reservations & Room Assignments

• Manage reservations—handle new bookings, modifications, or cancellations, both online and over the phone.
• Assign and block rooms, often considering preferences like room type, floor, or accessibility.

3. Guest Service & Communication

• Greet guests with a friendly, professional demeanor as the first point of contact in the hotel.
• Answer guest inquiries, whether at the desk, by phone, or email—including providing info on the hotel’s amenities, local attractions, or transportation.
• Receive, relay, and manage messages or requests, including arranging wake-up calls, transportation, or internal communication with other hotel departments.

4. Issue Resolution & Support

• Address guest concerns or complaints promptly and professionally, coordinating with housekeeping, maintenance, or management as needed.
• Notify Loss Prevention or Security in cases of theft or safety concerns and report injuries or unsafe conditions.

5. Administrative & Operational Tasks

• Operate telephone switchboard, handle calls, and perform check-ins/check-outs using the hotel’s property management system (PMS).
• Run and check daily operational reports such as credit card authorizations and contingency lists.
• Count and secure the cash bank at the beginning and end of each shift.

6. Professional Standards

• Maintain a clean, organized front desk area, adhere to grooming and uniform standards, and uphold Marriott’s brand and confidentiality policies.

7. Team Collaboration

• Coordinate with other hotel departments (housekeeping, maintenance, food & beverage, etc.) to fulfill guest requests and ensure operational efficiency.

• Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
• Prepared meals efficiently under time constraints for timely service during peak hours.
• Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
• Prepared food items in compliance with recipes and portioning control guidelines.
• Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
• Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
• Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
• Reduced food waste significantly by implementing proper portion control and storage techniques.
• Enhanced teamwork within the kitchen staff by fostering a collaborative environment focused on meeting high standards of quality and efficiency.

• · Responsible for reviewing, analyzing, approving, and underwriting routine individual consumer requests and products with few deviations and within company and industry guidelines
• · Review credit applications, credit bureau information, collateral valuation, tax returns, financial statements, or other supporting documentation to recommend or approve requests within deaccessioning authority levels by way of automated scoring system or traditional underwriting
• · Make informed decision on defaulted loans, within investor guidelines
• · Assist with the calculations and preparation of reports for review
• · Respond to customer inquiries and credit decisions
• · Ensure credit files are current, complete, and compliant with company standards
• · Contact customers and partners to gather information to make appropriate decisions, and explain rationale behind credit decisions
• · Review and analyze all documents and customer information for accuracy, to include potential fraud and/or red flags.
• · Receive direction from leaders and exercise judgment while developing understanding of the Underwriting procedures
• · Provide information to team, managers and customers to related inquiries

• · Interim Team Lead
• · Support, lead and manage teams of 12+ Specialists including remote teams
• · Deliver coaching and performance improvement feedback, assist with skill-based training
• · Monitor service levels, staffing, adherence and related contact center components to ensure consistent high level of customer support
• · Provide training and performance monitoring to ensure best in class service and regulatory compliance
• · Assist in reviewing applications of potential candidates in the hiring process
• · Review candidate skills with management, both through phone and in person interviews
• · Engage and advise consumer real estate customers of available solutions to prevent mortgage foreclosure and service bankruptcy loans
• · Review, Research and document systems of record in order to provide First Call resolution to customer inquiries while ensuring compliance with internal company requirements and government regulations
• · Liaison with back office and research areas to prevent and resolve any elevated issues
• · Responsible for providing world class customer service and identify and mitigate any potential risk to the customer and organization
• · Subject Matter Expert in both Home Equity and Mortgage portfolios
• · Support high-accuracy and high-risk projects such as Disaster Relief, State Program calling, Skip Verification, and multiple Quality and Risk audits
• · Mentor For Customer Interaction Program

Guest Services & Reservations Customer Relations Systems & Processes Communication & Teamwork Compliance & Standards

• Assist guests with booking resort rooms, packages, and amenities (spa, dining, golf, events, etc.).
• Modify, cancel, or confirm reservations while following Marriott brand standards and policies.
• Provide accurate information on room types, rates, availability, promotions, and loyalty program benefits.
• Assist international guests with special requests, accessibility needs, and multi-language support (if applicable).
• Deliver a warm, professional, and service-oriented first impression to all guests.
• Resolve guest concerns related to reservations, billing, or resort policies with empathy and efficiency.
• Uphold Marriott’s service values by personalizing interactions and ensuring guest satisfaction.
• Use Marriott’s global reservation systems (MARSHA, GXP, or related platforms) to manage bookings.
• Verify payment methods, deposits, and guarantee policies for reservations.
• Maintain accuracy in data entry for guest profiles, special requests, and booking details.
• Follow all standard operating procedures for reservations, including upselling and cross-selling opportunities.
• Coordinate with resort operations (front desk, housekeeping, concierge, sales, and events) to ensure smooth guest arrivals.
• Work with international Marriott Reservation Centers and Global Sales Offices when handling VIP or group bookings.
• Protect guest information by following Marriott’s confidentiality and data protection guidelines.
• Adhere to company policies, brand standards, and procedures for reservations and customer service.
• Maintain knowledge of Marriott Bonvoy loyalty program and accurately enroll or assist members.

• · Responsible for the professional development and growth of 5 instructors
• · Responsible for the operation and maintenance of 4 Joint Network Node (JNN), AN/TTC-59 (A) shelters, 6 BNCPN Cases and 10 Satellite Transportable Terminals (STT)
• · Provided training outline for all classes being held at the Regional Training Site (RTS) Facility via conference calls with upcoming units
• · Responsible for the WIN-T Colorless Core Upgrade Training.
• · Task consisted of instructing students of the WIN-T Inc 1a upgrades for the Joint Network Node (JNN), AN/TTC-59 A (V) 3 and the Tactical Hub, AN/TTC-61
• · Responsible for teaching Cisco Routers, Switches, ASA Firewalls, Call Managers, REDCOM, NX-1000, TACLANE
• · Coordination with Fielders and Project Managers (PM) for training equipment to multiple units throughout the United States Military
• · Site Lead for training sites responsible for coordination with units for classroom materials and COMSEC equipment.

• · Member of the 1st Cavalry Division WIN-T Tactical Hub, AN/TTC-61, as a baseband operator
• · Tasks consisted of building a network database by configuring the Promina 800, Cisco Call Manager (CUCM), Cisco Routers, Tactical Local Area Network Encryptor (TACLANE), Transmission Encryption Devices (TED) and Data Encryption Devices (DED)
• · Installed and maintained tactical links to support Brigade Combat teams (BCTs) and Sustainment Units to include Frequency-Division Multiple Access (FDMA) and Time-Division Multiple Access (TDMA) meshes
• · Interoperated with the satellite team to insure connectivity between the baseband and Satcom's DMD-2050 and Linkway modems
• Provided NIPR, SIPR, DSN, and Video Teleconferencing (VTC) access to all of the supporting Warfighters by connecting the Baseband Hub to Strategic Tactical Entry Point (STEP) facilities and Defense Information Systems Agency (DISA), Global Information Grid (GIG).