Brooke Pierce
Round Rock,Texas
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Hilton
Round Rock, Texas
02.2021 - Current
- Serve as primary front-desk representative for a 120-room property; manage guest check-ins/check-outs, room assignments, payments and reservations using the PEP system.
- Answer and route multi-line phone system, handling 40+ reservations and guest inquiries weekly while maintaining professional, timely communication.
- Coordinate with housekeeping and maintenance to resolve guest issues—reducing average resolution time and improving guest satisfaction.
- Upsell room upgrades and hotel services, contribute to daily revenue targets, and train/mentor new front-desk staff to ensure consistent service standards.
Front Desk Agent
Comfort Suites
Round Rock
08.2021 - Current
- Managed front-desk operations for a 98-room property, overseeing reservations, guest arrivals/departures, and payment transactions.
- Provided concierge-level assistance and local recommendations to enhance guest experience and repeat business.
- Resolved guest concerns quickly by liaising with housekeeping and maintenance to ensure timely service recovery.
- Maintained accurate shift reports, performed daily revenue reconciliation, and supported new hire onboarding.
Timeline
Front Desk Agent
Comfort Suites
08.2021 - Current
Front Desk Agent
Hilton
02.2021 - Current