Janice Brown
Riverdale,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Beacon Hotel & Corporate Quarters
WASHINGTON, DC
01.2019 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered 3 phone system, responded to inquiries and transferred calls to correct departments and personnel
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
- Issued room keys to guests upon check-in and answered questions regarding proper use
Manager
OLIVE OLE
Hyattsville, Maryland
04.2015 - 01.2019
- Counted 3 cash drawers and made bank deposits
- Reordered inventory when it dropped below predetermined levels
- Examined merchandise to verify that it was correctly priced and displayed
- Assigned employees to specific duties to best meet needs of store
- Instructed staff on appropriately handling difficult and complicated sales
- Reported to district manager regarding all store and staff issues
- Implemented new ordering process and identified poor work habits to improve process effectiveness
- Generated repeat business through exceptional customer service
- Trained and monitor new employees to maximize team performance and achieve daily performance objectives
Sales Associate
OLIVE OLE
Hyattsville, Maryland
12.2013 - 04.2015
- Greeted customers in timely fashion, while quickly determining their needs
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Engaged with customers in sincere and friendly manner
- Prioritized helping customers over completing other routine tasks in store
- Recommended merchandise to customers based on their needs and preferences
- Responded to customer questions and requests in prompt and efficient manner
- Contacted other 5 store locations to determine merchandise availability
- Completed all cleaning, stocking and organizing tasks in 7 assigned sales area
Education
Bachelor of Science - Criminal Justice
Strayer University
Takoma Park, MD2021
Nursing Assistance certificate: CNA - CNA
Cambridge Nursing Academy
Hyattsville Maryland 2014
High School Diploma -
Jose Marti Technical High School
St Catherine ,Jamaica 06.2012
Skills
- Training and mentoring
- Conflict resolution
- Decision-making abilities
- Cash handling
- Time management
- Guest services
- Good communication skills
- Telephone etiquette
- Safety And Security Procedures
- Room Assignments
- Cash Handling
- Registration
Timeline
Front Desk Agent
Beacon Hotel & Corporate Quarters
01.2019 - Current
Manager
OLIVE OLE
04.2015 - 01.2019
Sales Associate
OLIVE OLE
12.2013 - 04.2015
Bachelor of Science - Criminal Justice
Strayer University
Nursing Assistance certificate: CNA - CNA
Cambridge Nursing Academy
High School Diploma -
Jose Marti Technical High School
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