Summary
Overview
Work History
Education
Skills
Timeline
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Melody Brown

Philadelphia,PA

Summary

Accomplished professional with a proven track record in hospitality and real estate management, notably at Surrey Beach Hotel. Expert in leveraging hospitality service expertise and computer skills to enhance operational efficiency and guest satisfaction. Excelled in complaint management and guest relations, securing long-term corporate contracts and driving repeat business through exceptional service. Takes pride in her people skills and finds pleasure knowing guests are satisfied

Overview

11
11
years of professional experience

Work History

Front Desk Manager

Surrey Beach Hotel
07.2023 - Current
  • Handled promoting hotel via social media.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Established strong rapport with returning guests while building new connections with first-time visitors.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
  • Increased repeat business by providing exceptional service and promptly handling guest feedback.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and questions

Office Administrator

Liberty Bell Real Estate
09.2017 - 01.2021
  • Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
  • Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
  • Developed strong knowledge of local market conditions, allowing for accurate pricing strategies and targeted marketing efforts.
  • Enhanced client satisfaction with diligent follow-up after closing, ensuring a positive experience overall.
  • Delivered exceptional customer service by addressing client concerns promptly and professionally throughout the entire transaction process.
  • Leveraged social media platforms and online marketing strategies to increase property visibility and attract potential buyers.

Head Hostess

Caffe Aldo Lamberti
10.2017 - 12.2018
  • Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
  • Streamlined the seating process for increased efficiency and reduced wait times for guests.
  • Coordinated large parties and events, ensuring seamless service from arrival through departure.
  • Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
  • Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
  • Documented reservations, alerted servers, and managers of large groups and prepared seating.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Developed strong relationships with returning guests, encouraging loyalty and driving repeat business.
  • Oversaw the dining room layout and table settings, ensuring compliance with restaurant standards and aesthetics.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Maintained a clean, organized hostess stand, contributing to an inviting ambiance throughout the restaurant.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Promoted business loyalty by fostering positive customer relationships.

Manager

Milanese Pizza
06.2013 - 09.2018
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Increased overall store sales through effective marketing strategies and promotional campaigns.
  • Created a welcoming atmosphere for guests by maintaining a clean and organized dining area, leading to positive reviews on social media platforms.
  • Trained and mentored staff members, fostering a positive work environment that encouraged teamwork and collaboration.
  • Developed and implemented strategies to increase sales and profitability.
  • Streamlined the order-taking process to reduce wait times for customers, resulting in higher repeat business.
  • Maintained compliance with local health department regulations by enforcing strict sanitation practices and food handling guidelines.
  • Managed financial aspects of the store, including budgeting, profit and loss analysis, and cost control measures to maximize profitability while maintaining high-quality standards.
  • Managed inventory levels to minimize waste and reduce costs while ensuring consistent product availability.
  • Developed unique events and special promotions to drive sales.

Education

Realtor - Real Estate

Real Estate School
Cherry Hill, NJ
06.2016

Skills

  • Hospitality service expertise
  • Sales expertise
  • Administrative Support
  • Computer Skills
  • Computer Reservations Systems
  • Complaint Management
  • File Management
  • Administrative Skills
  • Multi-Line Phone Systems
  • Guest Services
  • Listening Skills
  • Customer service expertise
  • Conflict Management
  • Guest Relations
  • Oral and written communications
  • Customer Service
  • Problem-solving skills
  • Credit and cash payments
  • Bookkeeping
  • VIP guest relations

Timeline

Front Desk Manager

Surrey Beach Hotel
07.2023 - Current

Head Hostess

Caffe Aldo Lamberti
10.2017 - 12.2018

Office Administrator

Liberty Bell Real Estate
09.2017 - 01.2021

Manager

Milanese Pizza
06.2013 - 09.2018

Realtor - Real Estate

Real Estate School

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