Collin Brenner
Orlando,FL
Summary
Dynamic Guest Experience Expert with a proven track record at Marriott Village Orlando, excelling in issue resolution and guest service. Skilled in cash handling and employee training, I consistently enhance guest satisfaction and loyalty through proactive engagement and effective problem-solving. Committed to delivering exceptional experiences in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Guest Experience Expert
Marriott Village Orlando
Orlando, FL
06.2024 - Current
- Processed check-ins and checkouts efficiently and courteously according to established standards.
- Assisted in resolving guest complaints related to room availability, cleanliness, service issues, or billing disputes.
- Informed guests of hotel services and amenities.
- Greeted guests upon arrival and provided information about local attractions, restaurants, and transportation options.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Maintained a positive attitude while working in a fast-paced environment.
- Participated in training sessions for new employees regarding customer service standards.
Guest Service Representative
Courtyard by Marriott
Seattle, WA
03.2023 - 04.2024
- Managed customer complaints and rectified issues to complete satisfaction
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Handled payment processing and provided customers with receipts and proper bills and change
- Invited guests to join loyalty programs and special promotions to stay connected
- Maintained knowledge of local activities and events to educate guests on options
- Greeted walk-in and phone guests, determining interests and needs
- Responded promptly to inquiries regarding availability of rooms and rates.
Sales Coordinator
Fairfield Inn & Suites by Marriott
Kissimmee, FL
08.2022 - 03.2023
- Reviewed operational records to prepare productivity reports and track customer volume and sales trends
- Saved costs by negotiating room rates and meeting space pricing
- Coordinated and finalized sales proposals to complete purchases
- Aided senior leadership during executive decision-making process, generating daily reports to recommend corrective actions and improvements
Front Desk Agent
Fairfield Inn & Suites by Marriott
Kissimmee, FL
05.2022 - 03.2023
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management
- Completed end-of-day reporting and balanced registers to maintain financial accuracy
- Coordinated with internal departments to handle wide range of guest needs
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities
- Offered dining information and helped guests organize local activities to enhance stay
- Posted charges, updated accounts and issued bills to departing guests
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
- Supervised daily operations of hotel front desk in absence of manager
Manager
Skateworld Tampa
Tampa, FL
04.2021 - 05.2022
- Assigned tasks to associates to fit skill levels and maximize team performance
- Minimized staff turnover through appropriate selection, orientation and training
- Led team meetings and one-on-one coaching sessions to continuously improve performance
- Recruited and hired qualified candidates to fill open positions
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Entered time and attendance logs in preparation for payroll
- Monitored staff performance and addressed issues
- Enforced customer service standards and resolved customer problems to uphold quality service
- Exercised good judgment and decision-making in escalating concerns and resolving issues
- Trained employees on additional job positions to maintain coverage of roles
Permit Technician
VSC Fire & Security
Largo, FL
01.2021 - 04.2021
- Prepared lists of overdue accounts, license suspensions and issuances
- Verified document authenticity to process license application
- Verified application data and account information against legal documentation to determine accuracy and integrity
- Recorded vital and fiscal records and accounts
- Developed and strengthened productive working relationships with permitting and regulatory agencies, vendors and local community
Overnight Freight Associate
Home Depot
Wadsworth, OH
05.2020 - 01.2021
- Checked shelves in department to determine replenishment needs
- Inspected and recorded incoming and outgoing orders for count, damage and dates
- Pulled items from stock using lift equipment and added to shelves or bins
- Stocked pallets throughout shift to keep warehouse clean, maintained and organized
- Observed strict safety measures while stocking shelves to prevent falls and mishaps
- Followed instructions to properly arrange merchandise items
- Gathered assigned merchandise and transported to store floor locations using hand trucks
- Picked up boxes and related trash from sales floor
- Operated lift and hand trucks to transfer materials to and from target areas
- Removed product from boxes and placed on shelves according to merchandising guidelines
Sandwich Artist
Subway
Norton, OH
07.2017 - 05.2018
- Sanitized food storage and preparation areas to comply with food health and safety requirements
- Kept customer and food preparation areas clean and well-organized
- Completed opening, closing and shift change tasks by following company guidelines
- Answered guest questions, delivering most accurate and updated information available
- Organized food preparation stations and regularly replenished supplies
- Used POS system and cash register to receive payments by cash, check, credit card and voucher
Education
CS50 - Computer Science
Harvard University
Cambridge, MA12.2023
High School Diploma -
Norton High School
Norton, OH05.2020
Programming, Design, & Robotics Program Completion -
Wadsworth High School
Wadsworth, OH05.2020
FANUC CERT Level 1 -
Wadsworth High School
Wadsworth, OH05.2018
Skills
- Coaching Skills
- Health and Safety Procedures
- Cash Handling and Reconciliation
- Delegation and Supervision
- Recruitment and Training
- Computer Proficiency
- Inventory Management
- Decision Making
- Scheduling and Time-Tracking
- Handling Complaints and Inquiries
- Flexible Work Schedule
- Issue Resolution
- Analytical Thinking
- Service-Oriented
- Trained for Night Audit
- Invoicing and Billing
- Critical Thinking
- FOSSE Experience
- Multitasking and Prioritizing
- POS Terminal Operation
- Willingness to Learn
- Problem Anticipation and Resolution
- Guest service
- Employee training
Timeline
Guest Experience Expert
Marriott Village Orlando
06.2024 - Current
Guest Service Representative
Courtyard by Marriott
03.2023 - 04.2024
Sales Coordinator
Fairfield Inn & Suites by Marriott
08.2022 - 03.2023
Front Desk Agent
Fairfield Inn & Suites by Marriott
05.2022 - 03.2023
Manager
Skateworld Tampa
04.2021 - 05.2022
Permit Technician
VSC Fire & Security
01.2021 - 04.2021
Overnight Freight Associate
Home Depot
05.2020 - 01.2021
Sandwich Artist
Subway
07.2017 - 05.2018
CS50 - Computer Science
Harvard University
High School Diploma -
Norton High School
Programming, Design, & Robotics Program Completion -
Wadsworth High School
FANUC CERT Level 1 -
Wadsworth High School
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