Jake Brown
Sedona,AZ
Summary
Dynamic hospitality professional with extensive experience delivering exceptional guest services and ensuring satisfaction. Proficient in reservation, POS, and hotel management systems, demonstrating the ability to thrive under pressure while seamlessly integrating into diverse teams. Committed to fostering positive guest experiences and achieving operational excellence.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Ambiente Sedona
Sedona, Arizona
02.2024 - Current
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively to help a 2-Michelin-key property flourish.
- Provided excellent customer service while upholding company policies.
- Assisted guests at check-in, providing information on various services within hotel.
- Processed payments accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided information about hotel amenities, services, and local attractions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Guest Service Agent
Hilton
Sedona, AZ
01.2023 - Current
- Managed guest check-in and check-out procedures, reservations and payments.
- Welcomed large volume of guests and improved overall customer service.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Bartender
Sundowner Bar & Grill
Sedona, AZ
01.2023 - Current
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Stocked bar with beer, wine, liquor and related supplies.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Met customer, business operations and server needs with minimal errors or delays.
- Kept track of bar tabs and settled open bar tabs manually with only cash.
Bartender
Wild Thyme Restaurant Group
Sedona, AZ
05.2023 - 08.2023
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Restocked beer and liquor regularly and after special events.
Head Barback
Dahl Restaurant Group
Sedona, Arizona
04.2021 - 12.2022
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Effectively multitasked within fast-paced environment.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Maintained detailed inventory of bar supplies and stocked work areas.
- Greeted guests with friendliness and professionalism.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Met customer, business operations and server needs with minimal errors or delays.
Lead Front Desk Agent
Sedona Rouge Hotel & Spa
Sedona, Arizona
12.2018 - 05.2021
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Supervised daily operations of hotel front desk in absence of manager.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Handled payment processing and provided customers with receipts and proper bills and change.
Movie Theater Employee
Harkins Theaters
Sedona, Arizona
01.2017 - 11.2017
- Maintained cleanliness concession stand by refilling condiments, sanitizing cooking equipment and wiping down glass display cases.
- Managed cash and credit transactions and balanced registers after shifts.
- Processed admission payments and provided tickets.
- Patrolled hallways and movie rooms during show times and performed security procedures.
- Counted cash in cash register at end of shift to tally with tickets sold.
- Maintained safe and clean atmosphere, contacting appropriate staff to handle spills or incidents.
Education
High School Diploma -
Sedona Red Rock Junior/Senior High School
Sedona, AZ05.2019
Some College (No Degree) - General Studies
Yavapai College
Prescott, AZSkills
- Staff Training
- Issue Escalation
- Computer Skills
- Credit and Cash Payments
- Outstanding Customer Service
- Suggestive Selling
- Multitasking and Prioritization
- Service-Oriented Mindset
- Outgoing Personality
- Organizational Ability
Timeline
Front Desk Agent
Ambiente Sedona
02.2024 - Current
Bartender
Wild Thyme Restaurant Group
05.2023 - 08.2023
Guest Service Agent
Hilton
01.2023 - Current
Bartender
Sundowner Bar & Grill
01.2023 - Current
Head Barback
Dahl Restaurant Group
04.2021 - 12.2022
Lead Front Desk Agent
Sedona Rouge Hotel & Spa
12.2018 - 05.2021
Movie Theater Employee
Harkins Theaters
01.2017 - 11.2017
High School Diploma -
Sedona Red Rock Junior/Senior High School
Some College (No Degree) - General Studies
Yavapai College
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