Brittany Hancock
Springfield,MO
Summary
With a proven track record at Atrium Hospitality, I excel in operations management and customer service, enhancing guest satisfaction and operational efficiency. My expertise includes Microsoft Office Suite and fostering team cohesion, leading to a significant increase in repeat business. Skilled in both strategic oversight and nurturing professional relationships, I drive success and profitability.
Overview
5
5
years of professional experience
Work History
Front Office Manager
Atrium Hospitality
08.2022 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Caregiver
SYNERGY HomeCare, Personal Clients
06.2020 - Current
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
Night Auditor
Best Western
01.2021 - 10.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
Hotel Front Desk Supervisor
Atrium Hospitality
04.2022 - 08.2022
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Trained new front desk staff members, improving overall team performance and knowledge.
Environmental Services Housekeeper
Banner Health, University Medical Center
01.2020 - 02.2021
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
Education
High School Diploma -
Willow Canyon High School
Surprise, AZ2018
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Operations management
- Microsoft Office Suite
- Team management
- Hospitality services
- Administrative skills
- Issue handling
- Data entry
- Records management
- Reservation management
- Staff management
- Schedule management
- Administrative support
- Guest relations
- Inventory control
- Employee supervision
- Sales and marketing
- Workflow planning
- Proficient in software
- Budgeting and financial planning
- Revenue management
- Professional and courteous
Accomplishments
Manager of the quarter.
Timeline
Front Office Manager
Atrium Hospitality
08.2022 - Current
Hotel Front Desk Supervisor
Atrium Hospitality
04.2022 - 08.2022
Night Auditor
Best Western
01.2021 - 10.2022
Caregiver
SYNERGY HomeCare, Personal Clients
06.2020 - Current
Environmental Services Housekeeper
Banner Health, University Medical Center
01.2020 - 02.2021
High School Diploma -
Willow Canyon High School
Similar Profiles
Dalton GraybealDalton Graybeal
Embassy Suites at Atrium HospitalityEmbassy Suites at Atrium Hospitality
Nathalie Proche'Nathalie Proche'
Catering Sales Manager at Atrium HospitalityCatering Sales Manager at Atrium Hospitality
Bryant GordonBryant Gordon
Enterprise Group Rooms Coordinator at Atrium HospitalityEnterprise Group Rooms Coordinator at Atrium Hospitality