Britney Nicole
Houston,TX
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, customer service, hospitality, Resturant, fast food & call center. Recognized for exemplary customer service and team collaboration.
Overview
15
15
years of professional experience
Work History
Front Office Manager
Holiday Inn
NRG
05.2023 - Current
- Manage front desk operations, ensuring smooth guest check-ins and check-outs, enhancing guest satisfaction
- Implement efficient scheduling, reducing wait times and improving guest satisfaction scores
- Train and supervise front office staff, fostering a collaborative and supportive team environment
- Resolve guest complaints promptly, enhancing overall guest experience and loyalty
- Implemented a new guest feedback system, increasing positive reviews by 24% within three months
- Championed a guest loyalty program, boosting repeat guest bookings by 20% and enhancing brand loyalty
- Fostered a culture of teamwork by mentoring front desk staff, which led to a 25% improvement in team performance and efficiency
- Coordinated with housekeeping to ensure room readiness, achieving a 98% on-time room availability rate
- Developed and implemented a staff performance tracking system, leading to a 20% increase in staff productivity
Front Desk Manager
Best Western Hotel
Houston, TX
08.2021 - 01.2023
- Managed front desk operations, improving staff productivity and operational efficiency
- Led front desk team, maintaining high standards of customer service and guest satisfaction
- Balanced accounts and performed nightly audits, ensuring PCI compliance and accurate reporting
- Coordinated with housekeeping and maintenance, achieving a 95% on-time room readiness rate
- Facilitated seamless coordination between front desk, housekeeping, and maintenance, optimizing room readiness and service delivery
- Analyzed guest feedback and operational data to refine service protocols, elevating overall guest experience and operational efficiency
- Trained and mentored new front desk staff, fostering a culture of excellence and teamwork, leading to a 15% increase in staff retention
- Ensured compliance with hotel policies and industry regulations, maintaining high standards of service and operational integrity
Assistant General Manager
LA Crawfish
Missouri City, TX
05.2019 - 07.2021
- Trained staff in food prep, money handling, and cleaning, enhancing operational efficiency
- Enforced health, sanitation, and liquor regulations, maintaining compliance and safety standards
- Supervised kitchen and staff, ensuring safety and proper food handling techniques
- Led and mentored new hires, providing knowledge of company programs, boosting team productivity
- Coordinated team schedules to ensure optimal staffing levels during peak hours, enhancing customer service
- Conducted weekly audits of financial records, ensuring compliance with company policies and identifying discrepancies
Lead Event Specialist
Advantage Sales And Marketing
Houston, TX
01.2016 - 09.2018
- Trained customer service, marketing and sales teams for events
- Organized venues, budgets, guest lists, catering and event timelines
- Communicated with venues and vendors to accomplish event goals and deadlines
- Implemented process improvements to reduce event setup time by 15%, enhancing overall efficiency and client experience
- Mentored junior team members, fostering a supportive environment that led to a 30% improvement in team performance
- Led strategic planning for high-profile events, ensuring all logistical aspects were meticulously managed and deadlines consistently met
Department Supervisor
Toys"R"Us
Houston, TX
05.2014 - 10.2015
- Handled payments and issued receipts, ensuring seamless transactions and guest satisfaction
- Resolved customer complaints swiftly, enhancing guest experience and hotel reputation
Administrative Manager
Unick Touch Cleaning
Houston, TX
03.2012 - 05.2014
- Managed document organization and record maintenance, enhancing accessibility and efficiency
- Automated office operations, improving accounts payable/receivable and customer communication
- Recruited and trained administrative staff, elevating team skills in records management
- Handled customer inquiries and billing questions, ensuring exceptional service
- Directed administrative teams, evaluating individual performance and productivity
Night Auditor Supervisor
Days Inns
Stafford, TX
01.2010 - 02.2012
- Manage front desk operations, ensuring smooth guest check-ins and check-outs, enhancing guest satisfaction
- Implement efficient scheduling, reducing wait times and improving guest satisfaction scores
- Train and supervise front office staff, fostering a collaborative and supportive team environment
- Resolve guest complaints promptly, enhancing overall guest experience and loyalty
- Implemented a new guest feedback system, increasing positive reviews by 24% within three months
- Championed a guest loyalty program, boosting repeat guest bookings by 20% and enhancing brand loyalty
- Fostered a culture of teamwork by mentoring front desk staff, which led to a 25% improvement in team performance and efficiency
- Coordinated with housekeeping to ensure room readiness, achieving a 98% on-time room availability rate
- Developed and implemented a staff performance tracking system, leading to a 20% increase in staff productivity
Education
BBA - Human Resources Management
Texas Southern University
Houston, TX05.2017
Skills
- Business Operations
- Training
- Development
- Recruitment
- Hiring
- Mathematical Reasoning
- Customer Service Management
- Payroll Administration
- Microsoft Office
- Excel
- Powerpoint
- Data Entry
- TABC Certification
- Food Safety Certification
Timeline
Front Office Manager
Holiday Inn
05.2023 - Current
Front Desk Manager
Best Western Hotel
08.2021 - 01.2023
Assistant General Manager
LA Crawfish
05.2019 - 07.2021
Lead Event Specialist
Advantage Sales And Marketing
01.2016 - 09.2018
Department Supervisor
Toys"R"Us
05.2014 - 10.2015
Administrative Manager
Unick Touch Cleaning
03.2012 - 05.2014
Night Auditor Supervisor
Days Inns
01.2010 - 02.2012
BBA - Human Resources Management
Texas Southern University