Brielle Britko
Atlantic City,NJ
Summary
With over 12 years in customer service, I am a productive Front Office Manager with excellent skills in office management and administrative support. The skills of communication, adaptability and problem solving have sharpened through my professional experience. My goal is to obtain long term employment with a prestigious company with growth opportunities that will enhance my skills and challenge me.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Front Office Operations Manager
La Mer Beachfront Resort
Cape May, NJ
08.2021 - 06.2024
- Streamlined front office operations by implementing efficient processes and protocols.
- Provided ongoing coaching and mentoring for team members, promoting professional growth opportunities within the organization.
- Developed strong relationships with guests and vendors, fostering loyalty and repeat business.
- Handled escalated customer complaints efficiently, and monitored guest compensation.
- Conducted regular team meetings to review performance metrics, address concerns, and share best practices among staff members.
- Participated in budget planning, controlling expenses within allocated limits while maintaining quality service levels.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Hired, managed, developed and trained staff, established, conducted performance reviews and administered salaries for staff.
- Completed weekly payroll and scheduling for up to 10 employees.
- Extensive knowledge of Opera V5 and V20.
- Extensive knowledge of ADP.
Front Desk Manager
Marriott's Fairway Villas
Galloway, NJ
05.2016 - 08.2021
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Complete bi-weekly payroll and scheduling for up to 20 associates.
- Responded to telephone, email and in-person inquiries regarding hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Extensive knowledge of FSPMS.
- Knowledge of WorkDay.
Guest Relationship Manager
The Chelsea Hotel
Atlantic City, NJ
09.2012 - 12.2016
- Built and maintained relationships with new and existing guests while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Completed bi-weekly payroll for up to 8 associates.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Ensure and provide professional, high-class guest service experience.
- Knowledge of Maestro.
Front Desk Agent
Revel Resorts
Atlantic City, NJ
04.2012 - 09.2012
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations.
- Provided exceptional service during high-volume periods or challenging situations.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Additional administrative duties as assigned (i.e. making copies, faxing, creating signage, filing).
- Knowledge of LMS.
Education
Atlantic Cape Community College
Mays Landing, NJHigh School Diploma -
Egg Harbor Township High School
Egg Harbor, NJ06.2009
Skills
- Staff Training and Development
- Budgeting and financial management
- Software Knowledge
- Customer Service
- Relationship Building
- Administrative Skills
- Team Management
- Scheduling and calendar management
- Inventory Control
Accomplishments
- Raised employee satisfaction by 13% (from 87% to 100%) in 2019 by cultivating relationships, motivating team members and conducting regular feedback sessions.
- Brought Trip Advisor ranking from Top 20 to under Top 10 in 2021 by improving communication and creating Guest Experience SOP's.
- Created and implemented the employee goal incentive in 2021 which increased our employee morale.
Certification
- Security Lodging- American Hotel and Lodging-2020
- Hospitality and Tourism Management- University of Florida- 2020
- ServSafe-2020
Timeline
Senior Front Office Operations Manager
La Mer Beachfront Resort
08.2021 - 06.2024
Front Desk Manager
Marriott's Fairway Villas
05.2016 - 08.2021
Guest Relationship Manager
The Chelsea Hotel
09.2012 - 12.2016
Front Desk Agent
Revel Resorts
04.2012 - 09.2012
Atlantic Cape Community College
High School Diploma -
Egg Harbor Township High School