Keyshawn Brown
Fort Worth
Summary
Customer service professional with a focus on enhancing guest satisfaction through effective complaint resolution and team leadership. Skilled at managing front desk operations, training staff, and optimizing service during peak periods. Committed to fostering positive relationships and ensuring seamless guest experiences.
Overview
9
9
years of professional experience
Work History
Guest Services Supervisor
Hampton Inn & Suites By Hilton
Fort Worth
02.2024 - Current
- Managed front desk operations and coordinated check-in/check-out procedures.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Supervised guest service team to ensure exceptional customer experiences.
- Resolved guest complaints promptly to enhance satisfaction and foster loyalty.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Trained new staff on hospitality standards and service protocols.
- Conducted regular training sessions to improve team performance and efficiency.
- Organized staff schedules to optimize service during peak hours and events.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Implemented hotel policies to enhance guest safety and comfort.
- Managed individual and group bookings to maximize occupancy and contribute to revenue growth.
Guest Service Representative
Hampton Inn & Suites By Hilton
Fort Worth
05.2023 - 02.2024
- Assisted customers with reservations, check-ins, and check-outs efficiently.
- Resolved customer complaints promptly using effective problem-solving skills to ensure satisfaction.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Maintained knowledge of hotel services and promotions to provide tailored information to customers.
- Provided directions and details about local attractions to enhance customer experience.
- Processed payments efficiently, ensuring accurate receipts and clear billing for customers.
Customer Experience Representative
Enterprise Holdings
Lubbock
09.2021 - 04.2023
- Analyzed customer data to prioritize needs and preferences, improving customer experience
- Conducted customer surveys to identify needs and preferences, enhancing overall customer experience
- Trained and mentored new customer service agents on airline procedures and best practices to elevate service quality
- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
- Inspected and tested vehicles to ensure they met quality standards prior to customer delivery
- Ensured all work areas were safe and secure, adhering to all safety protocols and procedures
- Utilized eco-friendly cleaning products and techniques to reduce environmental impact
Guest Service Representative
Overton Hotel & Conference Center
Lubbock
10.2020 - 08.2021
- Maintained current knowledge of hotel services and promotions to deliver relevant information to customers
- Utilized computer software to enter data and manage reservations efficiently
- Processed payments and ensured accurate change for customer transactions
- Created a clean and orderly workspace to enhance efficiency
Warehouse
Overstock Furniture & Mattress
Fort Worth
11.2018 - 08.2019
- Assisted customers in loading furniture onto trucks, ensuring safety and efficiency.
- Coordinated with customers and management to facilitate sales and store reorganization.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Guest Service Representative
Hilton Garden Inn
Fort Worth
04.2017 - 05.2018
- Facilitated customer reservations, check-ins, and check-outs to improve guest satisfaction and occupancy rates
- Guided customers with directions and insights on local attractions to enhance their experience
- Maintained up-to-date knowledge of hotel services and promotions to provide customers with relevant information
- Followed safety protocols to protect customer information and sensitive data
Education
Some College (No Degree) - Business Administration And Management
South Plains College
LevellandSkills
- Front desk management
- Reservation systems
- Customer relationship management
- Hospitality standards
- Complaint resolution
- Customer service excellence
- Team leadership
- Staff training
- Revenue generation
- Cost control
- Financial transactions
- Task prioritization
- Concierge services
- Multitasking
- Problem solving
- Critical thinking
- Microsoft Office proficiency
- Leadership
- Reliability
- Communication
Hobbies and Interests
- Gaming
- Watching documentaries
- Hanging with friends
References
References available upon request
Personal Information
Date of Birth: 02/13/98
Timeline
Guest Services Supervisor
Hampton Inn & Suites By Hilton
02.2024 - Current
Guest Service Representative
Hampton Inn & Suites By Hilton
05.2023 - 02.2024
Customer Experience Representative
Enterprise Holdings
09.2021 - 04.2023
Guest Service Representative
Overton Hotel & Conference Center
10.2020 - 08.2021
Warehouse
Overstock Furniture & Mattress
11.2018 - 08.2019
Guest Service Representative
Hilton Garden Inn
04.2017 - 05.2018
Some College (No Degree) - Business Administration And Management
South Plains College