Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Katrina Brown

Powder Springs,GA

Summary

Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.

Overview

18
18
years of professional experience

Work History

Guest Service Representative

Hampton Inn By Hilton
Atlanta, GA
01.2023 - Current
  • Greeted guests and provided hotel services, amenities, and local attractions information.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs promptly. Welcomed guests provided information about hotel services, amenities, and local attractions and confirmed reservations via phone or in person.
  • Performed daily cashiering duties, including balancing accounts at the end of the shift.
  • Promoted loyalty programs to encourage repeat business.
  • Resolved guest complaints professionally.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Maintained accurate records of all transactions within the hotel software system.
  • Ensured compliance with hotel policies and procedures.

Guest Service Representative

Courtyard by Marriott Charlotte Airport North
Charlotte, NC
01.2021 - 05.2024
  • Welcomed guests and delivered details about hotel services and amenities.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs promptly.
  • Resolved guest complaints professionally.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Responded promptly to inquiries regarding the availability of rooms and rates.
  • Organized special requests, such as wake-up calls, extra pillows, and cribs.
  • Promoted loyalty programs to encourage repeat business.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.

Front Desk Agent

Sheraton Le Meridien
Charlotte, NC
05.2021 - 11.2021
  • Greeted customers in a professional and friendly manner.
  • Answered phones, responded to inquiries, and took messages.
  • Assisted with check-in and check-out procedures for guests.
  • Provided information about hotel amenities, services, and local attractions.
  • Input guest information into the computer system accurately and securely.
  • Ensured that all safety regulations were followed according to company standards.
  • Kept accurate records of guest transactions.
  • Verified the accuracy of room rates and other charges during the check-in process.
  • Managed cash drawer responsibly throughout shift.
  • Generated daily reports detailing occupancy levels, revenue amounts.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.

Hotel Front Desk Clerk

Comfort Inn & Suites
Charlotte, NC
10.2020 - 01.2021
  • Welcome guests upon arrival.
  • Assisted with room reservations, changes, and cancellations.
  • Processed payments from customers for room charges and incidentals.
  • Maintained daily records of room availability and rates.
  • Answered phone calls and responded to inquiries from guests or other departments in a professional manner.
  • Provided information about the hotel's amenities, services, and surrounding areas to guests.

Overnight Front Desk Agent

Fairmont Chicago Millennium Park
Chicago, IL
01.2020 - 06.2020
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Assisted with check-in and check-out procedures for guests.
  • Computed bills, collected payments, and made changes for guests.
  • Verified the accuracy of room rates and other charges during the check-in process.
  • Input guest information into the computer system accurately and securely.
  • Generated daily reports detailing occupancy levels and revenue amounts.
  • Provided excellent customer service while upholding company policies.
  • Answered telephones and greeted visitors to assist, answer questions, and direct.
  • Managed cash drawer responsibly throughout shift.

Guest Service Representative

Treasure Island Hotel & Casino
Las Vegas, NV
01.2007 - 07.2016
  • Greeted guests and provided hotel services, amenities, and local attractions information.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs promptly.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Answered incoming calls from guests seeking reservations or general information.
  • Executed daily cashier responsibilities, achieving accurate account balancing.
  • Ensured compliance with hotel policies and procedures.
  • Maintained cleanliness of lobby area and front desk counter.
  • Handled customer complaints professionally and efficiently.
  • Encouraged customers to provide feedback on their stay experiences.
  • Demonstrated strong listening and interpersonal skills to enhance customer interactions
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.

Education

Associate of Arts - Business Management

University of Phoenix
Las Vegas, NV

Skills

  • Reservation Management
  • Information Protection
  • Shift change management
  • Event Planning
  • Customer Service
  • Check-in coordination
  • Data Entry
  • Concierge support
  • Report Preparation
  • Loyalty promotion
  • Complaint Handling
  • Basic Financial Management
  • Detail Oriented

Languages

English
Professional

Timeline

Guest Service Representative

Hampton Inn By Hilton
01.2023 - Current

Front Desk Agent

Sheraton Le Meridien
05.2021 - 11.2021

Guest Service Representative

Courtyard by Marriott Charlotte Airport North
01.2021 - 05.2024

Hotel Front Desk Clerk

Comfort Inn & Suites
10.2020 - 01.2021

Overnight Front Desk Agent

Fairmont Chicago Millennium Park
01.2020 - 06.2020

Guest Service Representative

Treasure Island Hotel & Casino
01.2007 - 07.2016

Associate of Arts - Business Management

University of Phoenix

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Katrina Brown