Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

BROOKE ROBBINS

MANDAN

Summary

Dynamic hospitality professional with extensive experience at ND HOSPITALITY, excelling in customer service and financial accuracy. Proven track record in enhancing guest satisfaction through effective problem-solving and relationship building. Adept at managing operations and maintaining data confidentiality, contributing to a seamless guest experience and operational efficiency.

Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.

Experienced LEADER brings 20 PLUS years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Dynamic individual with hands-on experience in POSITIVE RELATIONSHIP BUILDING and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Hotel Front Desk Clerk

ND HOSPITALITY
12.2024 - Current
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Handled financial transactions accurately, ensuring proper billing and payment processing.
  • Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
  • Streamlined reservations process for improved accuracy and guest experience.
  • Managed a high volume of calls, directing guests to appropriate departments and services.
  • Maintained a clean and organized front desk area, creating a welcoming environment for guests.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Updated guest records with pertinent information to provide personalized service during their stay.
  • Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
  • Monitored security cameras to maintain safety and security of guests and hotel.
  • Resolved service-related problems and documented actions in system.
  • Supported event planning efforts by coordinating room bookings and accommodations for large groups.
  • Conducted regular security checks throughout the property, contributing to a safe environment for both guests and staff.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Hotel Night Auditor

ND HOSPITALITY
10.2022 - 11.2024
  • Balanced hotel accounts and resolved discrepancies.
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
  • Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
  • Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
  • Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
  • Performed nightly updates to room charges and rates.
  • Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
  • Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
  • Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Generated and printed daily financial reports to track hotel performance.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Monitored hotel's budget and financial records.

HOSEKEEPING/Laundry Manager

THE OLIVE TREE HOTEL & BANQUET CENTER
03.2019 - 10.2022
  • Managed inventory and supplies, ensuring adequate stock levels for uninterrupted operations.
  • Developed quality control measures to maintain high standards of cleanliness and presentation.
  • Monitored budget expenditures closely to ensure adherence to financial targets while maintaining service quality levels.
  • Collaborated with vendors to negotiate favorable contracts for laundry supplies and equipment purchases.
  • Resolved customer complaints quickly and professionally, maintaining positive relationships with clients.
  • Conducted regular equipment maintenance checks to prevent downtime and extend the life of machinery.
  • Implemented cost-saving initiatives by reducing waste and optimizing equipment usage.
  • Established performance metrics for staff evaluations, fostering continuous improvement in service delivery.
  • Enhanced team morale through recognition programs that celebrated employee achievements and contributions.
  • Maintained a safe work environment through regular safety inspections and staff training sessions.
  • Led team meetings to discuss goals, challenges, and strategies for improvement in the laundry department.
  • Trained new employees on company policies, procedures, and best practices within the laundry department.
  • Coordinated with other departments to ensure seamless integration of laundry services into overall hotel operations.
  • Fostered an inclusive work environment by promoting open communication among team members.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Communicated repair needs to maintenance staff.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Completed schedules, shift reports, and other business documentation.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Operated machines correctly by following machine instructions and safety regulations.
  • Delivered superior customer service by responding to inquiries and complaints.
  • Restocked supply inventories and notified supervisors of shortages for customer convenience.
  • Performed routine maintenance and cleaning of machines for adherence to sanitary regulations.
  • Operated traditional and computer-operated washers and dryers while observing all safety protocols.
  • Observed and adjusted machine cycle times, achieving quality results.
  • Supported accurate records by recording laundry and dry-cleaning processes and transactions.
  • Followed environmental regulations when handling hazardous materials for laundromat safety.

Education

No Degree - INTERCULTURAL COMMUNICATIONS

DICINSON STATE UNIVERSITY
Dickinson, ND
05-2007

Associate of Arts - TRAVEL AND HOSPITALITY INDUSTRY

INTERNATIONAL AVIATION AND TRAVEL ACADEMY
Dallas, TX
06-1992

High School Diploma -

WATFORD CITY HIGH SCHOOL
Watford City, ND
05-1989

Skills

  • Customer service
  • Teamwork orientation
  • Professional appearance
  • Guest relations
  • Correspondence management
  • Request management
  • Language proficiency
  • Teamwork and collaboration
  • Computer skills
  • Hospitality services
  • Problem-solving skills
  • Relationship building
  • Customer service management
  • Detail-oriented
  • Problem-solving
  • Data confidentiality
  • Coaching and mentoring
  • Effective planning
  • Conflict management
  • Data gathering
  • Quality assessment
  • Teamwork
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication

Accomplishments

  • Achieved SOBRIETY by completing OUTPATIENT TREATMENT AND AFTERCARE SESSIONS with accuracy and efficiency. HAVE FORMED HEALTHY RELATIONSHIPS AND BONDS WITH PEERS AND OTHERS IN RECOVERY.
  • HAVE A STRONG DESIRE TO BUILD A CAREER IN ADDICTIONS RECOVERY AND HELP OTHERS SUFFERING FROM ADDICTION AND MENTAL HEALTH ISSUES.
  • INTENTIONS OF GAINING PROFESSIONAL EDUCATION AND EXPERIENCE THROUGH HANDS ON LEARNING AS WELL AS ACADEMICS FOR DEGREES AND CERTIFICATIONS.
  • POSESS THE DESIRE AND MOTIVATION TO USE MY PERSONNAL EXPERIENCES TO MOTIVATE AND ENCOURAGE OTHERS TO SEEK A LIFE IN SOBRIETY AND RECOVERY.

Timeline

Hotel Front Desk Clerk

ND HOSPITALITY
12.2024 - Current

Hotel Night Auditor

ND HOSPITALITY
10.2022 - 11.2024

HOSEKEEPING/Laundry Manager

THE OLIVE TREE HOTEL & BANQUET CENTER
03.2019 - 10.2022

No Degree - INTERCULTURAL COMMUNICATIONS

DICINSON STATE UNIVERSITY

Associate of Arts - TRAVEL AND HOSPITALITY INDUSTRY

INTERNATIONAL AVIATION AND TRAVEL ACADEMY

High School Diploma -

WATFORD CITY HIGH SCHOOL

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