Brianna Norris
Sandusky
Summary
Warm and friendly individual who helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful resort setting.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hampton Inn & Suites By Hilton
02.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Hotel Front Desk Supervisor
Cedar Point Resort & Campground
05.2022 - 10.2023
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of a 419-room hotel with staff of 30 employees.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Resident Assistant
University Of Toledo
08.2021 - 05.2022
- Responded to room transfers, incident reports, and maintenance requests.
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
- Mediated conflict resolution with roommates and other residence hall members to promote peace, order and positive relationships.
- Established and enforced residence hall policies and quiet hours to establish safe and respectful living environment.
- Organized and hosted social and educational events for residents to foster meaningful connections and community spirit.
Host
Olive Garden
10.2018 - 06.2021
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
Education
Bachelor of Science - Resort Management
Bowling Green State University
Bowling Green, OH08.2024
Skills
- Guest Relations
- Conflict Management
- Front Desk Management
- Guest Services
- Time Management
- PEP & Opera Experience
Certification
- First Aid/CPR Certified
Timeline
Front Desk Agent
Hampton Inn & Suites By Hilton
02.2023 - Current
Hotel Front Desk Supervisor
Cedar Point Resort & Campground
05.2022 - 10.2023
Resident Assistant
University Of Toledo
08.2021 - 05.2022
Host
Olive Garden
10.2018 - 06.2021
Bachelor of Science - Resort Management
Bowling Green State University
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