Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katie Brown

Reno,NV

Summary

Versatile, energetic, and dedicated professional with 5+ years' experience providing customer service, directing staff, planning, scheduling, phones, management, payments, collections, reservation management, room assignments and Transportation.

Overview

8
8
years of professional experience

Work History

Front Office Supervisor

Aloft Hotel
03.2024 - Current
  • Coached employees through day-to-day work and complex problems.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Hotel Front Desk Agent

Aloft Hotel
02.2020 - 05.2023
  • Reserve rooms over the phone, in person, on the computer and provide confirmations
  • Maintain operations by correctly assigning rooms
  • Coordinating guest check in-and-out
  • Responsible for the credit card authorizations for services
  • Draft guest invoices and post the charges to the account
  • Contact and schedule with housekeeping to maintain the guest rooms appearance
  • Issue room keys, answer questions, receive incoming calls and coordinate activities with staff
  • Answer phones, respond to customers and transfer calls to appropriate staff members
  • Greet the guest, engage in friendly conversations while conduction the chick in process
  • Educate the guest about the local activities, dinning, art, entertainment, and culture

Receptionist

RV Country
05.2023 - 03.2024
  • Kept reception area clean and neat to give visitors positive first impression.
  • Maintained confidentiality of information regarding clients and company.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Corresponded with clients through email, telephone, or postal mail.
  • Answered central telephone system and directed calls accordingly.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Sorted, received, and distributed mail correspondence between departments and personnel.

Hotel Front Desk Supervisor

Econo Lodge Hotel
04.2017 - 07.2019
  • Managed the team of front desk agents, supervising with personnel challenges to find resolutions
  • Planned, scheduled, and supervised the work of the employees
  • Delegated work for staff, setting priorities and goals
  • Built productive relations with employees
  • Opening and closing the shift out each day following operational standards
  • Performed bookkeeping, balanced accounts, conducted night audits, and accurately settle accounts
  • Verified customers credit to ensure the payment for the room and accommodations
  • Kept records of room availability and guest accounts manually or using the computer
  • Confirmed reservations by phone or using the online booking system
  • Registered the guest and assigned rooms, then issued the room keys
  • Greeted customers and visitors upon arrival
  • Maintained a smooth operation assigning rooms
  • Recorded guest comments, complaints and referred to the appropriate person
  • Sorted, date stamped and tracked the mail and all incoming messages
  • Input the customers data into the reservation system and updated to reflect room changes
  • Picked up and dropped off guests, loaded and unloaded luggage
  • Clean and maintain lobby, restocked supplies and watered the plants

Education

Associates - Paralegal

Morrison University

High School Diploma - GED

Washoe High School

Supervisory and Management - undefined

University of NV, Reno
01.2025

Skills

  • Organizing/Prioritizing
  • Teaching/Training
  • Balance Inventory
  • Excellent customer service
  • Room check-in/checkout
  • Safety Training
  • Night Audits
  • Scheduling staff
  • Room Assignments
  • Collections
  • Issued Room Keys
  • Management/Supervisor
  • Directing Department
  • Process Payments
  • Online Booking
  • Scheduling and calendar management
  • Room assignment
  • Staff supervision

Timeline

Front Office Supervisor

Aloft Hotel
03.2024 - Current

Receptionist

RV Country
05.2023 - 03.2024

Hotel Front Desk Agent

Aloft Hotel
02.2020 - 05.2023

Hotel Front Desk Supervisor

Econo Lodge Hotel
04.2017 - 07.2019

High School Diploma - GED

Washoe High School

Supervisory and Management - undefined

University of NV, Reno

Associates - Paralegal

Morrison University

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