Brittney Fowler
Chicago,IL
Summary
Highly experienced Manager with extensive Luxury Hotel background. Masterly, cultured, responsible, friendly, reliable, team oriented individual prepared to exceed meeting goals set for the Company's future.
Overview
15
15
years of professional experience
Work History
Manager
Top Nosh Hospitality/ Cigar Emporium
08.2022 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved marketing to attract new customers and promote business.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Night Auditor
Sheraton Grand Hotel
08.2023 - 09.2024
- 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.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Coordinated with housekeeping and maintenance staff to address overnight issues, ensuring guest comfort.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
- Enhanced guest satisfaction by providing efficient check-in and check-out services.
- Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
Retail Associate
Top Nosh Hospitality/ Cigar Emporium
09.2020 - 08.2022
- Greet customers, help locate merchandise and suggested suitable options.
- Maintain clean sales floor, customer seating area.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Helped customers complete purchases, answer questions regarding new product in stock for future dates.
- Answered questions about store policies and addressed customer concerns.
- Stock merchandise, label items, communicate with VIP customers of special orders they inquired about, charging as requested.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Increased sales by offering advice on purchases and promoting additional products.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Helped customers manage large purchases by collecting items from shelves and storage locations.
- Demonstrated items to customers and created customer awareness.
- Promoted offerings by expression passion for company brand, products, services and solutions to customers.
- Employed strategic tactics such as cross-selling and upselling to drive sales.
Club Lounge Supervisor
The Ritz Carlton Hotel
08.2017 - 08.2020
- Hosting daily line up during shifts to communicate with team of new guests checking in with Club Lounge Access, VIP members, Groups, Special Occasion visits, reviewing hotel/department monthly goals, sharing recognition letters from guests about their previous stay/experience.
- Delegated work stations, tasks for team to ensure guests enjoy their experience in the department throughout their stay.
- Communicated with guests to ensure their experience was memorable, assisting with minor reservations per guest request.
- Controlled food costs and managed inventory.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Completing weekly employee work schedule.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Executive Lounge Attendant
JW Marriott Hotel
05.2015 - 08.2017
- Greeting and engaging with guests upon their arrival.
- Assisting with beverage/food requests during transition times.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Communicating with Chefs/Cooks of guests food preference, food allergies.
- Retrieving meal cart from kitchen and transporting to department in a timely manner.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Club Lounge Attendant
The Ritz Carlton Hotel
06.2012 - 05.2015
- Organized, and stocked work area continuously during shift to maintain a clean, relaxed ambience for guests upon their arrival/departure.
- Promoted business loyalty by fostering positive customer relationships.
- Replenish food/beverage bar ensuring all items were fresh and presentable.
- Communicating with Chefs/Cooks pertaining to guest food preference, food allergies.
- Coordinating with select departments to "WOW" guests (wedding anniversary, baby moon, birthday, etc.)
Honor Bar Attendant
The Ritz Carlton Hotel
04.2011 - 06.2012
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Communicating with Front Desk Manager on Duty, Front Desk agents regarding daily reports of guests room status/changes.
- Create floor chart to manage timeliness of checking guests mini bars, replenishing items that were consumed/missing, rotating out items that were near expiration date.
- Process guests room mini bar product(s) consumptions daily at the end of shift.
- Report to Manager on duty of guests requests, disputed charges.
- Conduct Inventory at the end of each month of products that wee in guests rooms, products that were in office.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained excellent attendance record, consistently arriving to work on time.
Server Attendant
The Ritz Carlton Hotel
03.2010 - 04.2011
- Cultivated warm relationships with residents, guests of residents, locals, tourists.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Worked with MICROS system to place beverage and food orders, input special meal requests,dietary restrictions, food allergies.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Inspected dishes and utensils for cleanliness.
- Bussed and reset tables to keep dining room and work areas clean.
Education
High School Diploma -
Miami Central Senior
Miami, FL07.2006
Skills
- Meeting Sales Goals
- Cash Register Operations
- Retail Metrics and Goals
- Merchandising and Display
- Excellent Written and Verbal Communication
- Engaging with Diverse Customers
- Building Customer Relationships and Loyalty
- Following store Policies and Procedures
- Product Recommendations for customers ranging from introductory level to expert level
- Merchandise Receiving and Handling
- Sales and Promotions
- Adaptable and Flexible
- Persuasive Selling
- Retail Knowledge
- Goal-Driven
- Team Cooperation
- Reading Comprehension
- Customer Assistance
- Guest Experiences
- Positive Customer Engagement
- Suggestive Selling
- Prioritizing Workflows
Accomplishments
- Supervised team of four to seven staff members.
- Nominated for Five Star employee on multiple occasions.
- Incorporating my Luxury Hotel background into each detail of work.
- Creating a "WOW" work area at previous hotel property.
- Recognition from Ritz Carlton East Regional Director.
Timeline
Night Auditor
Sheraton Grand Hotel
08.2023 - 09.2024
Manager
Top Nosh Hospitality/ Cigar Emporium
08.2022 - Current
Retail Associate
Top Nosh Hospitality/ Cigar Emporium
09.2020 - 08.2022
Club Lounge Supervisor
The Ritz Carlton Hotel
08.2017 - 08.2020
Executive Lounge Attendant
JW Marriott Hotel
05.2015 - 08.2017
Club Lounge Attendant
The Ritz Carlton Hotel
06.2012 - 05.2015
Honor Bar Attendant
The Ritz Carlton Hotel
04.2011 - 06.2012
Server Attendant
The Ritz Carlton Hotel
03.2010 - 04.2011
High School Diploma -
Miami Central Senior
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