Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brittanni Prater

Guest Engagement Manager
Tyler,Texas

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience
2
2
Certification

Work History

Guest Engagement Manager

Holiday Inn Club Vacations Resort
04.2024 - Current
  • Analyze and adjust staffing, performance targets and resources to achieve results.
  • Manage department engagement plans, talent review and succession planning
  • Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
  • Development of departmental budgets and allocation of resources to meet financial goals.
  • Provide leadership, direction, ans support for Food, Beverage and Activities, including the supervision, training, and development of team members.
  • Ensures financial responsibility through revenue generation that meets and/or exceeds budget, budget management, execution of regular inventory counts and ordering, vendor management, team member scheduling, cost control implementation, and identification and implementation of revenue generating opportunities.
  • Ensure compliance with all safety standards and brand standards as well as national and local laws, including OSHA and food/alcohol regulations, and maintaining a clean and safe work environment.
  • Enhanced employee engagement with regular feedback, recognition programs, and career development support.
  • Managed complex engagements involving multiple teams and large budgets, consistently meeting or exceeding expectations.
  • Collaborated with multiple different departments to ensure the guest have the best experience while on our property.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
  • Reduced staff turnover rates with effective onboarding processes, training programs, and ongoing support for professional growth opportunities.
  • Created a positive work environment by fostering open communication and encouraging employee development opportunities.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Controlled costs to keep business operating within budget and increase profits.
  • Improved safety procedures to create safe working conditions for workers.
  • Improved marketing to attract new customers and promote business.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Implemented customer feedback systems to gather insights, leading to service improvements and increased satisfaction.

Assistant Manager Guest Engagment

Holidayinn Club Vacations
07.2020 - 04.2024
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.

Food & Beverage Supervisor

Holidayinn Club Vacations
06.2018 - 07.2020
  • Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
  • Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
  • Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
  • Boosted employee morale through regular recognition of outstanding performance, fostering a positive work atmosphere conducive to exceptional service delivery.

Silverleaf Service Manager

Silverleaf Resorts
06.2014 - 06.2018
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Implemented strategies to increase customer service satisfaction ratings.

Front Desk Specialist

Silverleaf Resorts
06.2013 - 06.2014
  • Handled sensitive guest complaints with discretion and professionalism, working towards a speedy resolution that maintained positive relationships with valued clientele.
  • Processed payments accurately while adhering to data security protocols, safeguarding sensitive customer information from unauthorized access or misuse.
  • Provided valuable feedback on guest preferences or trends observed during daily interactions, helping inform future marketing or service improvement initiatives.
  • Kept a well-maintained front desk area, creating an inviting atmosphere for guests upon arrival and throughout their stay.
  • Coordinated with housekeeping staff to ensure timely room availability for guests, resulting in higher occupancy rates.
  • Streamlined check-in and check-out processes for increased efficiency, contributing to higher guest satisfaction rates.
  • Improved customer satisfaction by efficiently handling front desk operations and addressing guest concerns promptly.

Subway Artist

Subway
01.2010 - 10.2013
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.

Education

No Degree - General Studies

Tyler Junior College
Tyler, TX

High School Diploma -

Frankston High School
05.2012

Skills

  • Money Handling
  • Customer Relations
  • Team motivation
  • Product and service knowledge

Certification

  • Licensed TABC Seller Training Certification
  • Licensed Texas Food Safety Manager Certification

Timeline

Guest Engagement Manager

Holiday Inn Club Vacations Resort
04.2024 - Current

Assistant Manager Guest Engagment

Holidayinn Club Vacations
07.2020 - 04.2024

Food & Beverage Supervisor

Holidayinn Club Vacations
06.2018 - 07.2020

Silverleaf Service Manager

Silverleaf Resorts
06.2014 - 06.2018

Front Desk Specialist

Silverleaf Resorts
06.2013 - 06.2014

Subway Artist

Subway
01.2010 - 10.2013

No Degree - General Studies

Tyler Junior College

High School Diploma -

Frankston High School

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Brittanni PraterGuest Engagement Manager