Clarese Brown
Buffalo
Summary
Dynamic professional with extensive experience in front desk operations and guest services at Buffalo Lodging Associates LLC. Proven ability to streamline night audit procedures and enhance guest satisfaction through effective problem-solving and strong work ethic. Skilled in managing financial transactions and maintaining accurate records, ensuring operational efficiency during overnight shifts.
Overview
9
9
years of professional experience
Work History
Night Auditor
Buffalo Lodging Associates Llc
09.2021 - Current
- Learning hotel management software for efficient nightly reporting
- Assisting with reconciliations of daily financial transactions
- Supporting front desk operations during overnight shifts
- Maintaining accurate records of guest accounts and charges
- Communicating with guests to resolve inquiries and issues
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
Gate Agent
United Ground Express
06.2016 - 08.2025
- Assisted passengers with check-in and boarding procedures, ensuring efficient flow through airport processes.
- Managed passenger inquiries and resolved issues to enhance customer satisfaction and maintain operational efficiency.
- Collaborated with ground crew to ensure timely aircraft departures while adhering to safety protocols.
- Coordinated baggage handling processes, minimizing delays and optimizing luggage routing systems.
- Trained new gate agents on company policies and procedures, fostering a collaborative team environment.
- Monitored gate activities and communicated effectively with flight crews to facilitate seamless operations during peak hours.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
- Handled baggage discrepancies effectively, reuniting lost luggage with owners quickly and accurately.
- Resolved passenger issues promptly and professionally, maintaining a high level of customer satisfaction.
- Streamlined gate operations for timely departures and minimized delays.
- Assisted customers with ticketing and baggage check-in requirements.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
- Monitored gate areas and addressed security situations with management.
Ramp Agent
United Ground Express
06.2016 - 08.2025
- Coordinated aircraft arrivals and departures, ensuring timely operations and adherence to safety protocols.
- Managed loading and unloading of luggage, optimizing space usage and minimizing damage.
- Operated ground support equipment effectively to enhance operational efficiency during peak hours.
- Conducted thorough inspections of baggage handling processes, identifying areas for improvement and implementing solutions.
- Trained new ramp agents on safety procedures and efficient workflow practices to ensure high performance standards.
- Monitored weather conditions and coordinated response strategies to maintain operational continuity during adverse situations.
- Streamlined baggage claim process through effective teamwork, reducing wait times for passengers significantly.
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Reduced damage claims by carefully handling sensitive cargo, adhering to proper lifting techniques and equipment use.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Checked cargo and baggage for security to meet TSA regulations.
- Assisted in reducing turnaround times by efficiently managing the unloading and loading of cargo and luggage.
Compliance Coordinator
United Ground Express
09.2021 - 05.2025
- Developed and implemented compliance training programs for staff to ensure regulatory adherence.
- Conducted thorough audits of operational processes to identify areas of risk and recommend corrective actions.
- Collaborated with cross-functional teams to streamline compliance workflows and enhance operational efficiency.
- Monitored regulatory updates and communicated changes to relevant departments, ensuring ongoing compliance awareness.
- Mentored junior staff in compliance best practices, fostering a culture of accountability and ethical conduct.
- Provided training to employees on essential compliance topics, increasing overall awareness and understanding.
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Served as liaison between management and staff on matters related to ethics, integrity, and compliance concerns or inquiries.
- Supported legal department in handling investigations related to compliance matters, providing necessary documentation and information as needed.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
- Played an integral role in creating a robust business continuity plan that addressed potential disruptions from a compliance perspective.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
- Maintained up-to-date knowledge of applicable laws and regulations.
Education
BBA - Business Management
Bryant & Stratton College
NY05-2029
High School Diploma -
Riverside High School
Buffalo, NY06-2011
Skills
- Front desk operations
- Multitasking and organization
- Problem-solving
- Strong work ethic
- Night audit reports
- Guest services
- Night audit procedures
- Posting charges
- Credit and cash payments
- Wake-up calls
- Ramp service
- Aircraft marshalling
- Baggage handling
- Marshaling aircraft
- Ramp security
- Dependable and responsible
- Passenger assistance
- Airport safety regulations
- Emergency procedures
- Cross-cultural awareness
- VIP passenger handling
- Baggage handling coordination
- Gate announcements
- Disability assistance
- Ticketing and boarding
- Security awareness
- Airline policy implementation
- Quick thinking
- Time management
- Attention to detail
- Problem-solving abilities
Timeline
Night Auditor
Buffalo Lodging Associates Llc
09.2021 - Current
Compliance Coordinator
United Ground Express
09.2021 - 05.2025
Gate Agent
United Ground Express
06.2016 - 08.2025
Ramp Agent
United Ground Express
06.2016 - 08.2025
BBA - Business Management
Bryant & Stratton College
High School Diploma -
Riverside High School