Leah Brewer
Daytona Beach
Summary
Confident and proven leader with the desire to go above and beyond expectations. Management skills and impeccable sense of duty, purpose and initiative.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Hilton Grand Vacations
05.2021 - Current
- Effectively handle incidents and guest concerns in a timely professional manner to ensure high levels of guest satisfaction
- Alert management team of potential serious issues
- Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone
- Check in arriving guests and check out departing guests
- Maintain necessary hard copies of paperwork of daily operations, as needed
- Communicate with all required internal departments including PBX, Housekeeping, Engineering, and
- Security, as needed, via telephone and/or email
- Compute billing charges, collect payments and provide change
- Ensure all pending arrival information is accurate
- Check rates and prepare for upcoming arrival packets with necessary materials and information
- Complete Front Desk Agent checklist
- Perform property and room inspections
- Ensure department policies and procedures are being followed in regards to billing reconciliation
- Monitor progress and completion of work assignment by Front Desk team members
- Make recommendations to management regarding development and corrective action of team members
- Completes all required Company trainings and compliance courses as assigned
- Adheres to Company standards and maintains compliance with all policies and procedures
- Performs other related duties as assigned.
Customer Service
Publix Supermarkets
04.2023 - 06.2023
- Assists customers with a warm and professional attitude
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Back office and register counts.
- Handled refunds and rainchecks.
- Western unions, check cashing and money orders.
Customer Service
Publix Supermarkets
06.2020 - 05.2021
- Assists customers with a warm and professional attitude
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Back office and register counts.
- Handled refunds and rainchecks.
- Western unions, check cashing and money orders.
VIP Coordinator
Diamond Resorts International
05.2019 - 03.2020
- Prepares and submits all room block assignments.
- Orders and tracks marketing collateral pieces for site's VIP operation.
- Checks in all VIP guests according to front desk standards and procedures
- This includes but is not limited to procuring credit card information from guest, assigning keys, parking passes, additional guest information and signing proper forms.
- Assists with EOL event information and forms that need to be signed.
- Provides and updates the VIP master list with tour status and room information.
- Prepares VIP arrivals report for In-House marketing.
- Attends all meetings regarding VIP program.
- Performs marketing guest recovery, to include guest appeasement preparation and delivery and guest calls.
- Maintains the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
- Completes all required company training and compliance courses as assigned.
Night Auditor
La Quinta Inns & Suites
12.2017 - 06.2018
- Managed late check-ins and provided information on hotel amenities
- Reviewed item requests and room service orders for accuracy and any needed assistance
- Handled night auditing duties, which included verification of daily room occupancy and hotel revenue
- Generated daily, weekly and monthly hotel reports to close out day and meet objectives
- Checked auditing discrepancies by reconciling cash drop and credit card transactions
- Creating Walk-in reservations
- Handling upset guests
- Handling Cash and CC
Front Desk Agent
Diamond Resorts International
04.2016 - 05.2019
- Ensure proper standards of hospitality are provided to all members, owners, and guests on property and/or via telephone
- Ensure all pending arrival information is accurate (i.e
- Check rates and prepare upcoming arrival packets with necessary materials and information)
- Check in/check out arriving/departing members, owners, and guests, makes room reservations, and performs
- Front Desk related functions
- Follow through on member, owner, and guest requests and/or concerns in a timely manner
- Verify member, owner, and guest information (i.e
- For additional keys, telephone calls, and packages)
- Compute billing charges, collect payments and provide change
- Post charges as received through other departments (i.e
- Fitness center, housekeeping, logo shop, and laundry)
- Answer the telephone with proper etiquette and transfer calls accordingly
- Communicate with all internal departments including PBX, housekeeping, engineering, and security
- Complete Front Desk Agent checklist daily
- Reconcile end of the day shift report
- Maintain necessary hard copies of paperwork of all daily operations and file
- Complete special projects, stocking, list items to be ordered, and daily bucket checks
- Completes all required Company trainings and compliance courses as assigned
- Adheres to Company standards and maintains compliance with all policies and procedures
- Performs other related duties as assigned.
Shift Manager
Burger King
06.2013 - 05.2016
- Greeted our guests with a positive attitude and a warm welcoming.
- Served fresh, hot food with a smile in a timely manner.
- Up-sold additional menu items, beverages and desserts to increase restaurant profits.
- Assisted management with weekly inventory control and weekly stocking.
- Correctly received orders, processed payments and responded appropriately to guest concerns with a proper attitude.
- Cleaning tasks are completed before my shift.
- Actively takes initiative to ensure all tasks are completed.
- Carefully maintained sanitation, health and safety standards in all work areas.
- Knowledge of the ( POS ) computer system.
- Money handling within the safe and registers
- Controlled labor
- Kept employees operating productively and working on task to meet business and customer needs.
Education
High School Diploma -
Daytona State College
2008
Skills
- Leadership
- Self-disciplined
- Confident
- Motivated
- Open Communicator
- Empathy
- Planning and organizing
- Problem Solver
Accomplishments
Front Desk Supervisor of 2022-Hotel and Motel Association.
Timeline
Customer Service
Publix Supermarkets
04.2023 - 06.2023
Front Desk Supervisor
Hilton Grand Vacations
05.2021 - Current
Customer Service
Publix Supermarkets
06.2020 - 05.2021
VIP Coordinator
Diamond Resorts International
05.2019 - 03.2020
Night Auditor
La Quinta Inns & Suites
12.2017 - 06.2018
Front Desk Agent
Diamond Resorts International
04.2016 - 05.2019
Shift Manager
Burger King
06.2013 - 05.2016
High School Diploma -
Daytona State College
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