Summary
Overview
Work History
Education
Skills
Timeline
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Brianna Gaeta

Detroit,MI

Summary

Results-driven professional dedicated to delivering exceptional support tailored to customer needs. Expertise in managing concerns and resolving conflicts effectively, leading to maximized customer satisfaction. Detail-oriented with a strong background in customer relations and communication, complemented by proven project management skills. Recognized for a proactive approach in identifying and addressing issues, with a commitment to optimizing processes and supporting team objectives in fast-paced environments.

Overview

8
8
years of professional experience

Work History

Front Desk Agent/Hotel Night Auditor

Signia by Hilton
07.2022 - Current
  • Welcomed guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
  • Assisted guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
  • Used up-selling techniques to promote hotel services and facilities and to maximize room occupancy
  • Responded to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
  • Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.

Front Desk Supervisor

The Fairmont San Jose
02.2019 - 03.2021
  • Provided Administrative support for Front Office, and assist Hotel manager with daily operations
  • Assisted the Hotel manager with hiring, training, scheduling, and supervising staff across Front Office
  • Coordinated with other departments and maintaining Hotel standards for safety, cleanliness, and service quality
  • Performed all tasks as directed by the General Manager in pursuit of the achievement of business goals
  • Answered, took record log, and processed all guest calls, requests, questions, and concerns
  • Resolved Guest concerns and Ensure guest satisfaction with knowledgeable and friendly service.

Customer Service Representative Team Lead

Alorica Verizon Call Center
02.2018 - 02.2019
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Manage large amounts of inbound and outbound calls, answer customer's questions or concerns in a timely manner regarding issues with phone or service
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

High School Diploma -

Alisal Hight School
Salinas, CA
06-2013

Skills

  • Proficient in multi-line phone operations
  • Administrative support
  • Effective verbal and written communication
  • Effective conflict resolution
  • Meticulous attention to detail
  • Front office coordination
  • Night audit management
  • Sales enhancement
  • Financial transaction handling
  • Team development and oversight
  • Customer satisfaction

Timeline

Front Desk Agent/Hotel Night Auditor

Signia by Hilton
07.2022 - Current

Front Desk Supervisor

The Fairmont San Jose
02.2019 - 03.2021

Customer Service Representative Team Lead

Alorica Verizon Call Center
02.2018 - 02.2019

High School Diploma -

Alisal Hight School

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