Ja'Marr Brown
Santa Clara,CA
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
6
6
years of professional experience
Work History
Front Desk Night Auditor
4 Points By Sheraton
04.2023 - Current
- Performed nightly updates to room charges and rates.
- Documented accounts and logs throughout shift to keep up with requirements.
- Balanced hotel accounts and resolved discrepancies.
- Logged wake-up call requests and set up automatic rings in system.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Customer Experience Associate
Hertz
10.2021 - 04.2023
- Asked customers questions to determine, verify and solve common problems.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
Front Desk Agent
Hotel Vue
03.2019 - 08.2022
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Chromebook Specialist
Premium Retail Services Inc
08.2019 - 10.2021
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Monitored program performance and outcomes for successful delivery of services.
- Participated in community events to promote services and engage with public.
- Researched best practices and developed strategies to improve program outcomes.
- Conducted community workshops to promote different programs and educate public on available services.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
Front Desk Supervisor
Bella Vista Inn
08.2017 - 10.2021
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
Education
Associate of Arts - Accounting And Finance
Delgado Community College
New Orleans, LAHigh School Diploma -
Shiloh Christian School
New OrleansSkills
- Tour Arrangements
- Verifying Reservations
- Nightly Audits
- Safety and Security Procedures
- Resolving Issues
- Revenue Monitoring
- Correspondence Management
- Front Desk Operations
- PMS Systems
- Accounting Processes
- Account Balancing
- Daily Transactions Review
Timeline
Front Desk Night Auditor
4 Points By Sheraton
04.2023 - Current
Customer Experience Associate
Hertz
10.2021 - 04.2023
Chromebook Specialist
Premium Retail Services Inc
08.2019 - 10.2021
Front Desk Agent
Hotel Vue
03.2019 - 08.2022
Front Desk Supervisor
Bella Vista Inn
08.2017 - 10.2021
Associate of Arts - Accounting And Finance
Delgado Community College
High School Diploma -
Shiloh Christian School
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