Brittany Hancock

Work History

Front Desk Supervisor

Orielly Hospitality Management

03.2025 - Current

Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Trained new staff on correct procedures, compliance requirements, and performance strategies.
Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Collected room deposits, fees, and payments.
Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Created lasting relationships with guests that built loyalty and drove hotel revenue.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.

Front Office Manager

Atrium Hospitality

04.2022 - 03.2025

Prepared reports to assist business leaders with key decision making and strategic operational planning.
Coached employees through day-to-day work and complex problems.
Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Delivered performance reviews to recommend additional training or advancements.
Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Developed procedures to establish accurate and organized check-in and check-out processes.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Reconciled end-of-day reports to determine accurate billing and payment processing.

Front Desk Supervisor

Atrium Hospitality

04.2022 - 08.2022

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Collected room deposits, fees, and payments.
Created lasting relationships with guests that built loyalty and drove hotel revenue.
Collaborated with team members to handle guest requirements from check-in through check-out.
Trained new staff on correct procedures, compliance requirements, and performance strategies.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Entered and updated sensitive customer information during check-ins and room changes.
Handled tasks and responsibilities for front office employees during periods of understaffing.
Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Prepared weekly employee work schedules to meet operational needs.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.

Caregiver

SYNERGY HomeCare

01.2019 - 02.2022

Transported individuals to events and activities, medical appointments, and shopping trips.
Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Monitored clients' overall health and well-being and noted significant changes.
Cooked meals and assisted patients with eating tasks to support healthy nutrition.

Night Auditor

Best Western Hotel

01.2021 - 10.2021

Looked over pending check-ins and payment processes to complete closing procedures.
Collaborated with team members to handle guest requirements from check-in through check-out.
Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
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.
Kept accounts in balance and ran daily reports to verify totals.
Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Environmental Services Housekeeper

Banner Health, University Medical Center

01.2020 - 02.2021

Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Practiced established infection control methods to reduce risks to patients, families, and medical staff.
Documented and reported necessary facility and building repairs observed.
Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
Verified cleanliness and organization of storage areas and carts.
Utilized chemicals and cleaning equipment to meet facility's predetermined sanitation and cleanliness quality standards.

Summary

Overview

Work History

Front Desk Supervisor

Front Office Manager

Front Desk Supervisor

Caregiver

Night Auditor

Environmental Services Housekeeper

Education

High School Diploma -

Skills

Certification

Timeline

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