Brianna Puglisi
Orlando,FL
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
13
13
years of professional experience
Work History
Front Desk Agent
Hilton
Orlando, Florida
12.2025 - Current
- Greeted guests warmly upon arrival and facilitated check-in process.
- Managed reservations using hotel management software and ensured accuracy.
- Assisted guests with inquiries and resolved issues to enhance satisfaction.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Coordinated room assignments and communicated special requests to housekeeping.
- Processed payments accurately and efficiently.
- Collaborated with team members to ensure smooth front desk operations.
- Trained new staff on front desk procedures and customer service standards.
Front Desk Agent
Highline Vail-A DoubleTree by Hilton
Vail, Colorado
03.2024 - Current
- Complete the registration process by inputting and retrieving information from OnQ, confirming the guest reservation information including number of guests, number of nights stays and room type.
- Verified and received credit card authorizations while handling cash transactions at the front desk.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
- Resolved guest complaints through thorough research and negotiation, ensuring guest satisfaction and loyalty.
- Ensure accurate closeout of guests' accounts at time of departure.
- Ensure accurate closeout of guests' accounts at time of departure.
- Supported management by efficiently handling guest emails, complaints, and office tasks, contributing to streamlined operations.
- Increased hotel revenue by successfully upselling guest rooms, enhancing overall guest experience.
- Assisted the sales department by conducting guided site tours for potential clients and guests.
Guest Experience Coordinator
Twin Farms
Barnard, Vermont
08.2023 - 11.2023
- Coordinated with multiple departments to facilitate guest check-in and address requests throughout their stay.
- Created a welcoming environment for guests at an all-inclusive property with 28 accommodations, enhancing their overall experience.
- Delivered exceptional hospitality by attending to guests' needs promptly and courteously.
- Conduct property tours for new guests and help guests explore additional accommodations.
- Provide information to guests looking to learn of and access amenities, recreational activities, local attractions and shopping.
- Communicates with food and beverage to set up picnics for guests all throughout the property.
- Update guest profiles for preferences/ specifications.
- Ready facilities, recreational equipment for the day's activities(bikes, canoes/kayaks, skis, sleds, lawn games, tennis courts, bonfires, etc.)
- Assisted in setup and breakdown of special events, ensuring all logistics were effectively managed.
- Acted as primary point of contact for guests, effectively addressing their needs and achieving satisfaction.
Front desk agent
Park Hyatt Beaver Creek
Beaver Creek, Colorado
08.2021 - 08.2023
- Guest registration process for a 190 hotel.
- Respond to guest inquiries in a friendly, timely manner.
- Managed online, phone, and in-person room reservations to optimize guest experience.
- Upsells rooms to generate more revenue for the hotel.
- Achieved success in working in a high pressure environment as a member of a team to ensure customer satisfaction at all times.
- Collaborated in a high-pressure environment to maintain exceptional customer satisfaction.
- Assisted management in training staff to enhance service quality. in training, evaluating, motivating and coaching employees.
- Assists guests in the fall line market located in the lobby.
- Blocked rooms for incoming guests to ensure readiness upon arrival. for all incoming guest arrivals.
- Gained expertise in managing room availability and allocations.
- Generated $12,000 in revenue for the hotel for the month of January.
- Assisted management in training and evaluating front desk team to enhance service quality.
Patient Registration Receptionist
Capital Health Primary Care
Lawrenceville, New Jersey
01.2021 - 07.2021
- Checked patients in and out for outpatient office visits in a multi-physician practice.
- Answer telephones promptly and courteously, assisting patients appropriately.
- Completed insurance referrals and prior authorizations.
- Complete daily worklist within Electronic Health Record (Athena).
- Processed medical record requests to support patient care and maintain accurate health records.
Box office, Concession, Usher
PICTURE SHOW ENTERTAINMENT
East Windsor, New Jersey
08.2013 - 06.2021
- Configured party room for private events, ensuring a welcoming atmosphere for guests.
- Supported weekly inventory management and supply ordering, contributing to seamless operational flow.
- Supported visual projection setup for events.
- Set up party room for private parties.
Hospitality Management Intern
Sand Valley Golf Resort
Nekoosa, WI
05.2019 - 08.2019
- Coordinated event planning for private dinners and cocktail receptions for 20 guests and large banquets for up to 200 guests.
- Assisted in various roles including hostess, food runner, busser, and expeditor at two onsite restaurants.
- Served and delivered drinks from Beverage Cart, enhancing guest experience on golf course.
- Managed inventory records and performed computer data entry tasks.
- Attended and participated in weekly management meetings.
- Performed various administrative tasks to support management operations in the office.
Food Runner
SPIGOLAS VINO & CUCINO
Hamilton, New Jersey
01.2017 - 05.2017
- Assisted food runners by delivering dishes from the kitchen to dining tables.
- Supported food prep and kitchen operations to maintain efficient workflow.
- Delivered food orders to tables promptly, enhancing customer experience.
- Collaborated with kitchen staff to manage order flow and timing.
- Refilled drinks and cleared tables to support servers and maintain service flow.
Education
Bachelor of Science - Hospitality Management Minor - Business Administration
East Carolina University
Greenville, North CarolinaAssociate of Applied Science - Hospitality Management
Mercer County Community College
West Windsor, New JerseySkills
- Hotel Management Software
- Reservation Management Systems
- Customer Relationship Management
- Reservation management
- Hospitality Operations Knowledge
- Decision-making skills
- Work well under pressure
- Leadership abilities
- Hospitality background
- Excellent computer skills
- Interpersonal skills
- Dependable professional
Activities
- ServSafe Certification, 03/05/18 - 03/05/23
- Completed Forbes training, 2022 & 2023
- GPA, 3.3
- Dean's list, junior year
- Employee of the quarter, 2022, Park Hyatt Beaver Creek
Timeline
Front Desk Agent
Hilton
12.2025 - Current
Front Desk Agent
Highline Vail-A DoubleTree by Hilton
03.2024 - Current
Guest Experience Coordinator
Twin Farms
08.2023 - 11.2023
Front desk agent
Park Hyatt Beaver Creek
08.2021 - 08.2023
Patient Registration Receptionist
Capital Health Primary Care
01.2021 - 07.2021
Hospitality Management Intern
Sand Valley Golf Resort
05.2019 - 08.2019
Food Runner
SPIGOLAS VINO & CUCINO
01.2017 - 05.2017
Box office, Concession, Usher
PICTURE SHOW ENTERTAINMENT
08.2013 - 06.2021
Bachelor of Science - Hospitality Management Minor - Business Administration
East Carolina University
Associate of Applied Science - Hospitality Management
Mercer County Community College