Ja'Marr BROWN
Santa Clara,CA
Summary
Reliable Night Auditor offering expertise in financial administration and hospitality services. Flexible approach to handling all types of customer and business issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Front Desk Night Auditor
Four Points By Sheraton
03.2023 - Current
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Assisted hotel guests with check in and out procedures courteously.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
Customer Experience Associate
Hertz
10.2022 - 04.2023
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
- Built sustainable relationships and trust with customer accounts through open interactive communication.
- Communicated with customers via phone, email and online chats.
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined communication with clients for improved understanding of their needs and preferences.
Customer Experience Manager
Premium Retail Services
03.2022 - 02.2023
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Resolved customer complaints regarding sales and service.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Increased employee retention through effective training and mentorship programs.
Hotel Front Desk Supervisor
Bella Vista Inn
08.2018 - 03.2022
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Responded to and resolved guest issues or complaints.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
Assistant Manager
Safeway
09.2014 - 07.2018
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed business performance data and forecasted business results for upper management.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Retail Store Manager
Sears
01.2009 - 06.2014
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Boosted company sales by developing and implementing strategic marketing approaches.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Optimized inventory management with regular audits, forecasting demands, and adjusting orders accordingly.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
Education
Associate of Applied Arts - Accounting And Finance
Delgado Community
New Orleans, LA05.2022
Skills
- Reservations
- Credit and Cash Payments
- Front Desk Operations
- Monitoring Revenue
- Multi-Line Phone Systems
- Generating Reports
- Correspondence Management
- Overseeing Front Desk
- Payment Collection
- Payment Oversight
- Tracking Expenses
- Safety and Security Procedures
- Oral and Written Communications
- Company Policies and Procedures
- Reception Management
- Registration Processing
- Guest Services
Certification
Customer engagement - 10+ years
Data Entry - 10+ years
Excellent interpersonal skills - 10+ years
Excellent problem-solving skills - 10+ years
Accounting - 10+ years
Money Management - 10+ years
Guest/Customer Relations - 10+ years
Timeline
Front Desk Night Auditor
Four Points By Sheraton
03.2023 - Current
Customer Experience Associate
Hertz
10.2022 - 04.2023
Customer Experience Manager
Premium Retail Services
03.2022 - 02.2023
Hotel Front Desk Supervisor
Bella Vista Inn
08.2018 - 03.2022
Assistant Manager
Safeway
09.2014 - 07.2018
Retail Store Manager
Sears
01.2009 - 06.2014
Associate of Applied Arts - Accounting And Finance
Delgado Community
Similar Profiles
Karen RuvalcabaKaren Ruvalcaba
Housekeeping Supervisor at 4 Points By SheratonHousekeeping Supervisor at 4 Points By Sheraton
NANCY ANAYANANCY ANAYA
PBX Operator at Four Points by SheratonPBX Operator at Four Points by Sheraton
Jennifer D.A.M. DeSilvaJennifer D.A.M. DeSilva
Front Office Department – Intern at Four Points By Sheraton PuchongFront Office Department – Intern at Four Points By Sheraton Puchong
VANESSA MORALESVANESSA MORALES
Front Desk Assistant at Four Points By SheratonFront Desk Assistant at Four Points By Sheraton
Damien FountainDamien Fountain
Manufacturing Production Associate at TeslaManufacturing Production Associate at Tesla