Bruna Robinson
Sandusky
Summary
Experienced professional with a strong background in operational excellence and team leadership. Skilled in driving growth and improving productivity through strategic planning and resource management. Collaborative and adaptable individual dedicated to meeting organizational goals. Demonstrates exceptional problem-solving and decision-making abilities.
Overview
8
8
years of professional experience
Work History
General Manager
Fairfield Inn by Marriott
05.2024 - Current
- Oversaw all aspects of daily operations, including staff management, customer service, and financial performance.
- Developed and implemented strategic plans to drive business growth and increase profitability.
- Led a team of 25+ employees, providing guidance, training, and support to ensure high levels of productivity and performance.
- Managed recruitment, hiring, and onboarding processes to build a strong and efficient team.
- Handled ordering and inventory management for hotel supplies, including breakfast and operational necessities.
- Oversaw group sales, negotiated contracts, and maintained relationships to drive revenue.
- Provided 24/7 on-call support, ensuring smooth operations and addressing urgent issues as needed.
- Resolved customer complaints promptly and effectively to maintain high levels of guest satisfaction.
Assistant General Manager
Fairfield Inn by Marriott
09.2023 - 05.2024
- Assisted in overseeing daily operations of the company, including managing staff, coordinating schedules, and ensuring efficient workflow
- Collaborated with the general manager to develop and implement strategic plans to improve business performance and achieve organizational goals
- Played a key role in recruiting, training, and mentoring new employees to ensure a high-performing team
- Analyzed financial data and prepared reports for the owner on budgeting, forecasting, sales trends, and profitability
Front Desk Trainer & Receptionist
Kalahari Resort and Convention Center
02.2022 - 02.2023
- Guest Services & PBX Operations: Managed front desk operations, handled high-volume phone calls, responded to guest emails, and facilitated smooth check-in/check-out experiences.
- Training & Mentorship: Trained new front desk employees on customer service, PBX operations, and reservation management.
- Customer Relations: Assisted with guest inquiries, resolved complaints, and ensured excellent customer service.
Front Desk Receptionist
Hotel Ilha de Toque Toque
06.2019 - 01.2022
- Reservations & Check-Ins: Handled all guest reservations, check-ins, and check-outs, ensuring a smooth and welcoming experience.
- Guest Assistance: Provided personalized service in a smaller setting, addressing guest needs and special requests efficiently.
- Phone & Customer Service: Managed phone inquiries, assisted with bookings, and provided information about the hotel and local area.
- Complaint Resolution: Directly handled guest concerns, resolving issues promptly without the need for escalations.
- Multi-Tasking & Operations: Assisted with various front desk duties, including light housekeeping coordination and basic administrative tasks.
Travel Agent/Customer Service
Top Tour
03.2017 - 02.2019
- Trip Planning & Sales: Assisted clients in planning and booking vacations, including flights, hotels, and travel packages.
- Hotel & Flight Reservations: Managed reservations, ensuring seamless coordination between customers and travel providers.
- Customer Service & Support: Maintained direct communication with clients, answering inquiries, addressing concerns, and providing travel recommendations.
- Operations Coordination: Worked closely with airlines, hotels, and tour operators to confirm bookings and handle any changes or issues.
- Upselling & Promotions: Promoted travel packages, upgrades, and special deals to maximize customer satisfaction and revenue.
Education
MBA - Hospitality Administration And Management
Universidade Anhembi Morumbi
Sao Paulo, Brazil11-2021
Bachelor - Tourism
UNESPAR - Universidade Estadual Do Parana
Parana, Brazil12-2019
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Customer service management
- Training and coaching
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
General Manager
Fairfield Inn by Marriott
05.2024 - Current
Assistant General Manager
Fairfield Inn by Marriott
09.2023 - 05.2024
Front Desk Trainer & Receptionist
Kalahari Resort and Convention Center
02.2022 - 02.2023
Front Desk Receptionist
Hotel Ilha de Toque Toque
06.2019 - 01.2022
Travel Agent/Customer Service
Top Tour
03.2017 - 02.2019
MBA - Hospitality Administration And Management
Universidade Anhembi Morumbi
Bachelor - Tourism
UNESPAR - Universidade Estadual Do Parana
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