Brooke Interlicchia
Rockledge
Summary
Experienced customer service agent with a strong background in busy hotel settings. Committed to delivering exemplary service and driven by a dedication to ensure customer satisfaction. A skilled multi-tasker, consistently meeting performance objectives while providing support to team members. With over 3 years of experience in the hospitality industry, a customer-oriented professional excelling at answering all customer inquiries via phone or email, striving to achieve positive outcomes.
Overview
4
4
years of professional experience
Work History
Reservations Agent
Radisson Resort At The Port
01.2024 - Current
- Promoted to the reservations department.
- In-house reservations agent for 3 companies in one for the Radisson hotel other two companies cocoa beach express airport shuttles and park port canaveral non-guest cruise parking.
- Answering about 60-90 calls a day.
- Inbound and outbound calls throughout the day with also returning voicemails for all three companies.
- Booking airport shuttles we service 31 hotels of port canaveral, cape canaveral and cocoa beach fl.
- Booking room reservations, room blocks, fly or cruise packages.
- Responding to emails throughout the day.
- Making airport or cruise shuttle reservations with the guest room packages.
- Booking reservations for big group trips and or cruise shuttles for other hotels.
- Booking cruise parking with park port canaveral (if the customer has a hard time) usually a online booking.
- Giving customers directions of where the shuttles are located at the airport or cruise port.
- Daily task before the end of our shift.
- Adding guest preferences or requests to room reservations.
- Providing exceptional customer service.
Front Desk Agent-AM Team Leader
Radisson Resort At Port
09.2021 - 01.2024
- Led the front desk team during morning shifts, ensuring smooth operations and exceptional guest service.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Perform all check-in and check-out tasks
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Booking cruise shuttles during check in or in advance with hotel packages.
- Provide information about our hotel, available rooms, rates and amenities
Front Desk Agent
La Quinta Inn by Wyndham
07.2021 - 09.2021
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Processed guest check-ins and check-outs following procedures for fast turnover.
Housekeeper
Resort On Cocoa Beach
12.2020 - 07.2021
- Wherever we provide housekeeping services, our certified 7 Steps instructors teach every housekeeper the process
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Finishing tasks before the end of the shift
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Promoted teamwork among fellow housekeepers through clear communication, shared responsibility, and mutual support during busy shifts or challenging situations.
Education
High School Diploma -
St. James Academy
01.2010
Skills
- Teamwork
- Responsibility
- Computer Skills
- Customer Service
- Time Management
- Payment processing
- Phone etiquette
- Multitasking
- Bookings
Contact
Rockledge, Fl 32955
Timeline
Reservations Agent
Radisson Resort At The Port
01.2024 - Current
Front Desk Agent-AM Team Leader
Radisson Resort At Port
09.2021 - 01.2024
Front Desk Agent
La Quinta Inn by Wyndham
07.2021 - 09.2021
Housekeeper
Resort On Cocoa Beach
12.2020 - 07.2021
High School Diploma -
St. James Academy
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