Chineca Brown

Handled guest issues and resolved dissatisfaction promptly, improved check-in efficiency to enhance customer satisfaction, supported guests with check-ins and service requests, managed communication via phone and email professionally, and supervised the daily operations of a 153-room hotel and water park with over 100 staff members.

Supervised aquatic staff and conducted performance evaluations, monitored and maintained pool water quality, and inspected equipment and facilities for safety and maintenance issues.

In my role, I coached employees on sales techniques, addressing complex issues and managing difficult customers, while also overseeing their performance to enhance efficiency and meet productivity targets. I monitored cash drawers at 10 checkout stations to ensure adequate cash supply, maintained focus during peak times, and delegated tasks to keep operations running smoothly. Additionally, I provided hands-on assistance to customers, assessed their needs, and stayed updated on consumer preferences.