Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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KAROL J. BRAZ

Gloucester

Summary

Diligent Owners representative with solid background in managing guest experiences and enhancing customer satisfaction. Successfully led teams to deliver exceptional service and resolve guest concerns promptly. Demonstrates strong problem-solving abilities and effective communication skills to ensure seamless guest experience.

Overview

8
8
years of professional experience

Work History

Guest Experience Supervisor

Atlantic Vacation Rentals
07.2019 - Current
  • Book guest reservations, assist with guest relations, provide excellent customer service, schedule services, and perform various duties to ensure that guests are rewarded with an exceptional experience.
  • Utilize effective selling techniques to capture as many reservations as possible.
  • Establish rapport and trust with guests while identifying their needs.
  • Coach reservation team to success by call scoring, weekly touch base sessions to self-discover solutions.
  • Met with homeowners about renting their home with Atlantic Vacation Homes and how we partner with them for a successful vacation rental.
  • Design Floor Plans for upgrades to vacation homes.
  • Updated furnishing, painting colors, and flooring recommendations
  • Built relationships with local furniture suppliers to be able to get product expedited.
  • Vacation Home Interior Design Consultant
  • Licensed Real Estate Sales Agent

General Manager/Store Manager

Indian River Furniture
01.2018 - 10.2018
  • Oversee all Daily Operations - Personnel Management, Customer service, Budget Planning, Sales Tracking, Inventory Management, Loss Prevention, Merchandising, Marketing Campaigns, etc.
  • Partner with senior management to identify areas of improvement within our accounting and processing platform and aid in implementing these solutions.
  • Consistent achievement of sales and other metrics including year over year growth.
  • Staff Management and Oversight – ensuring that morning and evening shifts are properly staffed as well as providing coverage for taking breaks and shift changes.
  • Hold one-on-one conversations with employees to establish individual goals to motivate and advance staff in self-development and performance.
  • Supervised account executives, implemented and ran marketing programs, oversaw client development activities, reviewed all financial reporting for accuracy, and assisted in budget forecasting.
  • Effectively used marketing and merchandising skills to grow key business lines.
  • Consistently maintains or exceeds gross profit margins set by senior management.
  • Establishes clear team objectives to effectively lead the employees to meet our sales targets.
  • Fosters a positive work culture which aligns with company goals.
  • Effectively respond and answer client inquiries and ad hoc requests.
  • Organizes special events and private events to promote products to our target market.
  • Lens Crafters, Merritt Island, FL November 2012 – October 2018
  • Talbots, Vera, FL August 2005 – November 2012
  • Mary Kay Cosmetics, Vera, FL February 2003 – August 2005
  • Pro Staff, Peabody, MA April 2000 – January 2001

Education

Associate of Arts - Business Management, Travel and Tourism

Mount Ida College
Newton, MA

Skills

  • Effective communication skills through technical writing and oral presentation
  • Energetic, with a good attitude and the ability to make others feel comfortable
  • Strong problem resolution and leadership skills
  • Excellent time management skills / Task & deadline oriented
  • Understanding and execution of presentation, handling techniques, and proper service of products
  • Able to multi-task in a fast-paced environment / High Volume Experience
  • Interior Design floor plan and execution Extensive knowledge of Vacation Rental home interior and exterior presentation Successful completion of Homes and Vacation Homes to meet the demand in the short-term rental business
  • Ability to adapt, understand, and master new concepts at hand
  • Expert with MS Office Suite (Excel, Word, PowerPoint, Outlook, Access)
  • Proficient in using POS and Store-Specific accounting and staffing applications
  • ServSafe and ServSafe Alcohol Liability Trained and Certified
  • Guest relations management
  • Hospitality and service industry background
  • Guest inquiry resolution
  • Concierge services

Accomplishments

  • Documented and resolved over 20 guest issues which led to positive result and a repeat guest

Timeline

Guest Experience Supervisor

Atlantic Vacation Rentals
07.2019 - Current

General Manager/Store Manager

Indian River Furniture
01.2018 - 10.2018

Associate of Arts - Business Management, Travel and Tourism

Mount Ida College

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KAROL J. BRAZ