Summary
Overview
Work History
Education
Skills
Certification
ServSafe Certification
Timeline
Generic

Brianna Lansdowne

Bristow,VA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service and food industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Young entrepreneur who partners with co-workers to promote an engaged and empowering work culture. High proficiency in problem solving and handling employee, customer, and company concerns.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Guest Service Supervisor

Springhill Suites By Marriott
08.2023 - Current
  • Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
  • Streamlined check-in/out processes for improved efficiency and reduced wait times.
  • Increased repeat business with exceptional customer service and personalized attention.
  • Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
  • Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
  • Created memorable experiences for guests by anticipating their needs and going above expectations.
  • Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential.
  • Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
  • Coordinated with maintenance teams to promptly resolve any reported issues affecting guest comfort or safety.
  • Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
  • Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Processed guest payments and provided accurate change.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Reviewed upcoming events and planned for expected challenges.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Oversaw day-to-day operations of 158-room hotel with staff of 5-6 employees
  • Supervised team of 2 front desk agents and helped to resolve issues arising during shifts
  • Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions
  • Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential

Guest Service Expert

Courtyard By Marriott- Fairfax/ Fair Oaks
03.2023 - 08.2023
  • Welcomed all guests at front desk, answering phones, made reservations and provided directions and tourist information during busy season
  • Maintained cleanliness and organization of lobby and reception area; aware of overall customer satisfaction standards
  • Demonstrated ability to interact commendably with both guests and colleagues independently, maintaining good judgment and composure in fast-paced environments
  • Have good judgment or discernment on phones when talking to guests when it comes to unique requests
  • Meet demands of fast-paced environment by using good judgment and ability to multitask
  • Provided exceptional customer service maintaining guest happiness and relations by providing courteous prompt attitude toward working relations and interactions
  • Provided excellent customer service and support for members and guests including troubleshooting problems and complaint resolution
  • Operated cash register, credit card machine and POS system with knowledge of policies and procedures of equipment
  • Resolved guest issues using innovative problem resolution techniques and issued appropriate compensation that considered guest satisfaction and overall company goals
  • Collaborated with maintenance and housekeeping to solve guest issues efficiently
  • Administered and managed cash handling responsibilities, process and collected payments
  • Processed all guests checking-ins, confirming reservations in computer system verifying guests identity
  • Informed Management, GM, and fellow GSR's as needed of any concerns with guests or property
  • Communicated with irate customers using excellent interpersonal-communication skills
  • Managed over 60 guest minimum per day
  • Assisted guests with special requests, such as room upgrades or late check-outs, to exceed expectations and create memorable experiences.

Store Associate

Aldi USA
08.2021 - 03.2023
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products
  • Greeted customers, helped locate merchandise, and suggested suitable options
  • Briefed customers regarding shop promotions and discounts by providing coupons and flyers to increase sales
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
  • Created inviting environment for customers by maintaining store organization and cleanliness
  • Managed efficient cash register operations
  • Developed strong rapport with customers and created positive impression of business
  • Engaged in friendly conversation with customer to better uncover individual needs
  • Answered questions about store policies and addressed customer concerns.
  • Managed 100+ customers per day and oversaw grocery floor

Warehouse Associate

Amazon
02.2021 - 07.2021
  • Checked packages and merchandise for damage and notified vendors
  • Prepared orders for shipment by picking, packing, and labeling merchandise
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
  • Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations
  • Prepared and checked outbound shipments for accuracy
  • Tracked production and quality control systems to proactively identify deficiencies
  • Pre-assembled containers to be easily selected by packing
  • Managed conveyor belt on picking side to ensure speed and accuracy.
  • Oversaw 50+ employees and managed conveyor belt with 500+ packages daily

AFTER-SCHOOL COUNSELOR

Ignite Kids Club
09.2019 - 03.2020
  • Established developmentally-appropriate support groups and activities for elementary-aged students
  • Worked with parents and teachers to implement consistent behavior therapy techniques at home and school
  • Maintained safe, clean, and organized classroom environment
  • Taught students subject-specific material, learning strategies and social skills
  • Instructed students individually and in groups, utilizing various teaching methods
  • Conferenced with parents and guardians to discuss student progress and increase participation for comprehensive and long-term student success
  • Coordinated after-school activities contributing to individual student growth and development
  • Built productive, lasting connections with individual students
  • Worked one-on-one with students to create individualized lesson plans to increase progress
  • Advocated for students to access available resources
  • Monitored student progress to drive successful academic outcomes
  • Managed over 50 kids daily and used mentor skills to draw in more revenue.

Security Officer

Allied Universal Security Services
10.2019 - 11.2019
  • Monitored 10+ security cameras and fire, building and alarm systems
  • Responded to emergency situations quickly to minimize risk and injury
  • Checked credentials and issued passes before allowing access to property
  • Verified integrity and accuracy of photo ID's, tickets and passports prior to authorizing passage
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
  • Updated shift logs and produced daily reports to document security activities and specific incidents
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.

Assistant Manager

Nandos Peri Peri
11.2013 - 09.2019
  • Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols
  • Counseled and disciplined staff, addressing issues promptly and providing constructive feedback
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations
  • Maintained cleanliness and sanitation across all food service, storage, and preparation stations
  • Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction
  • Obtained highest rating from county health department after implementing correct food and store sanitation techniques and plans alike
  • Developed and maintained exceptional customer service standards
  • Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience
  • Updated computer systems with new pricing and daily food specials
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees
  • Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
  • Efficiently resolved problems or concerns to satisfaction of all involved parties
  • Built revenue by delivering innovative catering services, leading region in catering sales
  • Assigned tasks and oversaw employees to maintain compliance with food safety procedures and quality control guidelines
  • Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
  • Mentored team members to enhance professional development and accountability in workplace
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
  • Increased employee performance and job satisfaction to strengthen retention and engagement
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
  • Minimized loss and misuse of equipment through proper restaurant supervision and staff training
  • Managed 40+ employees and increased sales by over 10%.

Prep Chef

Uptown Alley
03.2016 - 04.2017
  • Observed different kitchen chefs' preparation of sauces, breads, and other items to gain knowledge in diverse cooking and baking techniques
  • Maintained well-organized place to keep work consistent
  • Rotated through all prep stations to learn different techniques
  • Assisted other chefs with ingredients preparation in support of recipes designed by head chef
  • Prepped daily menu items to quickly deliver upon request
  • Followed food safety practices and sanitation guidelines
  • Reduced kitchen accidents by maintaining high standards of cleanliness and organization
  • Trained new staff on food preparation and safety procedures
  • Maintained composure and work quality while under stress
  • Prepped food for over 600 people weekly while running food and organizing plates
  • Prepped food

Prep Line Cook

Dominion Valley Country Club
05.2015 - 01.2017
  • Trained and assisted new kitchen staff members
  • Planned menus to estimate food and labor costs, ordering accurate quantities of ingredients and supplies
  • Identified inefficiencies leading to improved productivity
  • Collaborated with head chef to create seasonal menus and special dishes, offering more variety and selections to customers
  • Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service
  • Provided excellent customer service by taking orders, answering questions and responding to customer complaints
  • Communicated with management on food inventory stock to request order placement
  • Received shipments and placed items on proper shelves to restock and organize restaurant pantry
  • Controlled food cost and waste by selecting and using correct ingredients and amounts.
  • Reduced food waste by implementing proper storage techniques and monitoring expiration dates
  • Managed events for over 200 people almost weekly

Front of House Employee

Roy Rogers Franchise Company
07.2012 - 10.2013
  • Established welcoming atmosphere by greeting each guest warmly
  • Helped guests at tables when in need of assistance
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Greeted customers and responded to requests for information
  • Helped customers complete purchases, locate items, and join reward programs
  • Set up front-end merchandise displays to attract customers and showcase store products
  • Responded promptly to requests for assistance, spills and customer inquiries
  • Increased sales by 6%
  • Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.

Education

High School Diploma -

Stonewall Jackson High School
Manassas, VA
06.2012

Skills

  • Strong written and verbal communication
  • Efficient customer service expert
  • Conflict Resolution
  • Problem solver
  • Powerful negotiator, persuasive
  • Cross-functional collaboration
  • Team management
  • Exceptional communication
  • Team Leadership
  • Self motivated
  • Time Management
  • Crisis intervention Strategies
  • Training and Development
  • Empathy and understanding

Certification

ServSafe Certification

ServSafe Certification

With the Servsafe certification, I am verified by the state to protect the public from foodborne illnesses, knowledge to know all symptoms for each illness, and knowledge of who to contact in case of such outbreaks. 

Timeline

Guest Service Supervisor

Springhill Suites By Marriott
08.2023 - Current

Guest Service Expert

Courtyard By Marriott- Fairfax/ Fair Oaks
03.2023 - 08.2023

Store Associate

Aldi USA
08.2021 - 03.2023

Warehouse Associate

Amazon
02.2021 - 07.2021

Security Officer

Allied Universal Security Services
10.2019 - 11.2019

AFTER-SCHOOL COUNSELOR

Ignite Kids Club
09.2019 - 03.2020

Prep Chef

Uptown Alley
03.2016 - 04.2017

Prep Line Cook

Dominion Valley Country Club
05.2015 - 01.2017

Assistant Manager

Nandos Peri Peri
11.2013 - 09.2019

Front of House Employee

Roy Rogers Franchise Company
07.2012 - 10.2013

High School Diploma -

Stonewall Jackson High School
Brianna Lansdowne