Summary
Overview
Work History
Education
Skills
Certification
Quote
Work Availability
Software
Reading and learning about other cultures.
Timeline
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Maranda Parker

Maranda Parker

Madison,AL

Summary

Dynamic professional leader with a proven track record at Brett Robinson Vacation Rentals, enhancing customer experiences and boosting hotel revenue through expert upselling and efficient service. Skilled in Microsoft Office and customer relationship management, I excel in fostering teamwork and resolving issues, significantly improving operational efficiency and guest satisfaction. Knowledgeable and dedicated customer service professional with extensive experience in the travel vacation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Front Desk Customer Service Representative

Brett Robinson Vacation Rentals
05.2017 - 09.2024
  • Assisted in increasing hotel revenue by upselling room upgrades and promoting additional services.
  • Coordinated reservations effectively, preventing overbooking situations while maximizing room occupancy rates.
  • Organized front desk materials efficiently, ensuring easy access for staff members during busy periods.
  • Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
  • Handled guest complaints with empathy and understanding, working towards satisfactory resolutions.
  • Facilitated smooth interdepartmental communication regarding guest needs or concerns, fostering a collaborative work environment among staff members.
  • Maintained a welcoming environment for guests by consistently providing friendly and efficient service.
  • Developed strong rapport with guests, resulting in positive reviews and repeat business for the hotel.
  • Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere in the hotel lobby area.
  • Improved overall operational efficiency of the front desk through effective time management skills and multitasking abilities during peak hours.
  • Greeted and verified members and guests upon entry to optimize security.
  • Provided exceptional concierge services to guests, offering recommendations on local attractions, dining options, and transportation arrangements when needed.
  • Processed payments securely, maintaining accurate records of transactions at all times.
  • Supported sales initiatives by informing potential customers about available promotions or special rates when handling reservation inquiries.
  • Contributed to team goals by consistently meeting or exceeding performance metrics related to guest satisfaction scores and efficiency measures.
  • Collaborated with housekeeping staff to ensure rooms were ready for arrivals in a timely manner.
  • Managed high call volume with professionalism, ensuring that all phone calls were answered quickly and accurately.
  • Updated guest profiles with relevant information using hotel management software systems effectively, ensuring accuracy in record-keeping practices.
  • Conducted routine inventory checks of front desk supplies and materials, placing orders when necessary to maintain stock levels.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Provided excellent sales techniques and marketing of vacation rentals in sales call center assisting management during times call center was short handed

ARM Property Management

Brett Robinson Vacation Rentals
05.2017 - 09.2023
  • Maintained compliance with regulations by staying current on industry best practices and adapting accounting procedures as necessary.
  • Increased accuracy of long-term vacationer rent rolls by diligently monitoring tenant payments and updating records accordingly.
  • Collaborated with property managers to develop accurate budgets, ensuring proactive financial planning for properties.
  • Assisted in minimizing delinquencies by collaborating with property management teams to enforce strict payment policies and procedures.
  • Contributed to successful lease negotiations by providing accurate rental rate analysis based on market trends and property performance metrics. Researching ADR and Occupancy trends.
  • Streamlined banking transactions with effective cash management strategies, reducing processing time and errors in reconciliation activities.
  • Provided ongoing training and support to staff, fostering a collaborative team environment that emphasized continuous learning and development.
  • Improved long-term vacationer/tenant relations by promptly addressing billing inquiries, clarifying charges and providing timely resolutions to disputes.
  • Prepared timely and comprehensive financial statements for stakeholders, enabling informed decision-making and strategic planning.
  • Used advanced software to prepare documents, reports, and presentations.
  • Tracked funds, prepared deposits and reconciled accounts.
  • Trained new employees on accounting principles and company procedures.
  • Cooperated with senior leaders to create operating budgets and initiate financial planning.

Hotel Rental Manager

Brett Robinson Vacation Rentals
05.2017 - 09.2023
  • Placed sales calls and handled sales for incoming customer calls and inquiries on vacation rentals at properties.
  • Provided leadership for day-to day operations of 2 busy beachside hotels
  • Partnered with outside sales to identify critical accounts with growth opportunities.
  • Executed sales and marketing initiatives to increase revenue for company.
  • Resolved customer/guest/owner disputes to maintain positive relationships and increase customer base.
  • Fostered positive relationships with short-term and long-term guest/tenants, addressing concerns promptly and professionally to maintain satisfaction levels.
  • Collaborated closely with property owners on strategic planning initiatives aimed at maximizing investment returns over time.
  • Attended all HOA meetings to keep up to date on HOA budgets and kept minutes for meetings.
  • Maintained accurate financial records, ensuring timely processing of accounts payable and receivable transactions.
  • Streamlined lease administration processes for improved guest/tenant satisfaction and timely rent/payment collection.
  • Implemented efficient systems for managing routine maintenance requests, minimizing tenant disruption.
  • Conducted thorough ADR market analyses to ensure competitive rental pricing and optimal occupancy levels.
  • Implemented rental asset processes and cleanliness standards.
  • Oversaw capital improvement projects, coordinating with contractors to ensure timely completion within budget constraints during large building projects.
  • Organized community events for long term guests to foster a sense of connection among residents and promote guest/tenant retention efforts.
  • Prepared comprehensive monthly reports for senior management, highlighting key performance indicators and areas requiring attention or improvement.
  • Drafted quotes, confirmed orders, and managed transfers to handle rental needs efficiently.
  • Reduced vacancy rates with proactive guest/tenant retention efforts and prompt unit turnover preparation.
  • Established a comprehensive training program for new hires, ensuring team members were well-versed in company policies, procedures, and best practices for hotel operations success.
  • Effectively resolved disputes between guests/tenants/owners through mediation efforts when necessary, maintaining a harmonious living environment for all.
  • Managed a high-performing team of service desk agents, maintenance and housekeeping staff providing regular coaching and performance feedback.
  • Conducted regular property inspections to ensure compliance with safety regulations and company standards.
  • Collaborated with head of facilities to implement preventative maintenance programs to proactively address potential issues before they escalated into costly repairs.
  • Increased rental revenue by implementing effective marketing strategies and enhancing property visibility.
  • Communicated effectively with owners, residents, and on-site associates.
  • Kept properties in compliance with local, state, and federal regulations.
  • Collected and maintained careful records of rental payments and payment dates.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Implemented and enforced policies and procedures to maintain properties to highest standards.
  • Maximized rental income while minimizing expenses through effective planning and control.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Delivered emergency 24-hour on-call service for tenants on building issues.
  • Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
  • Responded to Common Area Maintenance (CAM) inquiries.
  • Planned special community events and project tours.

Education

Bachelor of Arts - Communications

University of South Alabama
Mobile, AL

Skills

  • Customer experience management
  • Data Entry
  • Customer Focus
  • Professionalism and Courtesy
  • Typing Speed 65wpm
  • Up-selling techniques
  • Teamwork and Collaboration
  • Problem-solving skills
  • Strong interpersonal skills
  • Time Management
  • Excellent Communication
  • Organizational Skills
  • Microsoft Office
  • Call center experience
  • MS Office
  • Customer Relationship Management (CRM)
  • Problem Resolution
  • Issue and Complaint Resolution
  • Written Communication

Certification

  • Certified Heart of Hospitality Customer Service Leadership, Brett-Robinson Vacation Rentals - 2018

Quote

"Success doesn't come from what you do occasionally. It comes from what you do consistently."
Marie Forleo, entrepreneur, writer and philanthropist

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Microsoft Windows 11 Pro

Excel

Word

Publisher

Microsoft Teams

Skype

Zoom

Google Docs

Breezeway

Asgard

Track Software

IQ Ware

Data Entry 65wpm

Reading and learning about other cultures.

In my free time I love to absorb books about other cultures. I love learning about the history, food and culture of other groups. I feel like it really helps me understand the world in which I come from and how we can connect with humanity. My favorite past time was teaching ESL through volunteering, because it put me into contact with individuals from all across the globe. Now, since I don't have as much time, I learn about other cultures through reading.

Timeline

Front Desk Customer Service Representative

Brett Robinson Vacation Rentals
05.2017 - 09.2024

ARM Property Management

Brett Robinson Vacation Rentals
05.2017 - 09.2023

Hotel Rental Manager

Brett Robinson Vacation Rentals
05.2017 - 09.2023

Bachelor of Arts - Communications

University of South Alabama

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Maranda Parker