Brittany Mospan
Pittsburgh,PA
Summary
Dynamic guest services professional dedicated to enhancing customer experiences through exceptional service delivery. Recognized for fostering a collaborative team environment and consistently achieving results, with strong adaptability to evolving needs. Expertise in conflict resolution and staff training, complemented by a proven track record in overseeing operations that elevate customer satisfaction. Demonstrated ability to streamline processes and efficiently resolve guest issues while driving team performance and engagement.
Overview
10
10
years of professional experience
Work History
Guest Services Supervisor to Night Manager (2023)
The Industrialist Hotel
03.2021 - 08.2025
- Gained experience with opening a new hotel on May 4th, 2021 during a Pandemic
- Responsible for overseeing the Front Desk Operations and Housekeeping Operations
- Responsible for maintaining operations on weekends as the only Manger on property
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Encouraged agents to be empowered and take action during certain situations
- Encouraged agents/housekeepers to uphold achieving incentives created
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.
- Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Guest Services Agent
Embassy Suites
07.2018 - 03.2021
- Experienced in OnQ, Kipsu and HotSOS systems
- Acted as Manager on Duty during many occasions
- Represented brand by upholding hotel’s high standards of quality and service, ‘Make a Difference’
- Managed hotel during BLM protests 2020, experienced completed lockdown and helped with all guests needs and questions while remaining calm and efficient.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
Markdowns
Burlington
10.2019 - 03.2020
- Markdown items to clearance and worked loading docks
- Processed merchandise for sales floor replenishment
- Increased overall store efficiency by cross-training in various back-of-house functions such as shipping and receiving, pricing, and markdowns.
- Reduced markdowns significantly by implementing more accurate forecasting methods for inventory planning.
- Achieved higher inventory turnover rates by monitoring slow-moving items and initiating targeted promotions or markdowns.
- Assisted with storewide markdowns by updating price tags and ensuring accurate signage for all discounted merchandise.
- Performed daily department re-merchandising, price markdowns, and merchandise transfers.
Merchandise
Walt Disney World Company
01.2018 - 04.2018
- Contributed to upholding the high standard representation of Walt Disney World brand (4 Keys)
- Trained on POS to handle high dollar transactions while in a high-volume location
- Performed 'Magical Moments' with guests ensuring unique and creative ways of customer service
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Assisted customers in locating desired items or suggesting suitable alternatives when necessary, contributing to an elevated shopping experience.
Front End Coordinator/Cashier
Giant Eagle
07.2015 - 07.2017
- Scheduled employee breaks and returns to maintain maximum coverage
- Handled customer needs and concerns while working registers
- Implemented new policies and procedures for improved front-end operations, resulting in better customer experiences.
- Reduced cashier errors by implementing comprehensive training programs and providing ongoing support.
- Engaged customers by offering to help find needed merchandise.
- Improved customer satisfaction by efficiently managing front-end operations and addressing concerns promptly.
- Developed strong relationships with repeat customers, ensuring their needs were met consistently to encourage loyalty.
- Increased overall efficiency by delegating tasks according to individual strengths and abilities.
Education
Associates Degree - Hospitality Management: Travel and Tourism
Pittsburgh Technical College
Oakdale, PA07.2018
Skills
- OnQ, HotSOS, Quore, Lightspeed, MICROS, MARSHA systems
- Microsoft Word/PowerPoint/Excel
- Customer relationship management
- Conflict management
- Customer service standards
- Operations management
- Policy enforcement
- Exceptional communication
- Team Training
- Implementing policies
- Improving processes
- Front office support
Accomplishments
Received Manager of the Year award for 2024 while undergoing Management turnover. Helping many departments and employees to continue successful revenue and operations.
Timeline
Guest Services Supervisor to Night Manager (2023)
The Industrialist Hotel
03.2021 - 08.2025
Markdowns
Burlington
10.2019 - 03.2020
Guest Services Agent
Embassy Suites
07.2018 - 03.2021
Merchandise
Walt Disney World Company
01.2018 - 04.2018
Front End Coordinator/Cashier
Giant Eagle
07.2015 - 07.2017
Associates Degree - Hospitality Management: Travel and Tourism
Pittsburgh Technical College
Awards
Embassy: Make a Difference-Indus 1 year pin,
Embassy Suites: Hilton Honors Champion 2019
The Industrialist Hotel: Employee of the Month 2021 and 2022
The Industrialist Hotel: Manager of the Year 2024
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