Nina Brooks
Dallas,TX
Summary
Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
COURTYARD BY MARRIOTT
Federal Way, WA
03.2019 - 03.2021
- Maintained customer satisfaction at 160 room property with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Informed guests of hotel security features and offered details regarding fire and emergency procedures.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Provider Customer Service Representative
CAMBIA HEALTH
Tacoma, WA
08.2017 - 08.2018
- Answered over 200 inbound telephone calls and direct calls daily to call center or appropriate extension.
- Demonstrated ability of strong customer-service skills, including courteous telephone etiquette.
- Maintain patient confidentiality (HIPAA).
- Assist providers with multiple patient inquiries.
- Handle high volume calls accurately and efficiently.
- Maintain careful assessment of guest satisfaction.
Guest Services Representative
EXTENDED STAY AMERICA
Tacoma, WA
05.2015 - 08.2017
- Scheduled new and returning reservations within hotels booking systems following scheduling guidelines.
- Kept track of weekly/monthly payments from guests.
- Prepared audit information for management.
- Assisted in locating and creating at least 5 corporate accounts per day.
- Kept cash register balanced & reported discrepancies.
- Maintained careful assessment of guest satisfaction.
Front Desk Agent
HOTEL MURANO
Tacoma, WA
07.2016 - 04.2017
- Scheduled new and returning reservations within hotels booking systems for 309 room property.
- Increased revenue by encouraging guests to upgrade their room types to enhance their experience.
- Process phone orders for guest amenities accurately and efficiently.
- Assisted in training new team members and volunteers.
- Effectively communicated daily tasks, & information via email.
Education
Associate of Applied Science - Retail Management
Clover Park Technical College
Lakewood, WA01.2023
HIGH SCHOOL DIPLOMA -
Lincoln High School
Tacoma, WA2010
Skills
- Policy and procedure adherence
- Reservations management
- Guest accommodations
- Organization and Time management
- Planning and Coordination
- Excellent work ethic
- Cash Handling
- Account Auditing
- Office Supply Ordering
- Customer Complaint Resolution
Timeline
Customer Service Representative
COURTYARD BY MARRIOTT
03.2019 - 03.2021
Provider Customer Service Representative
CAMBIA HEALTH
08.2017 - 08.2018
Front Desk Agent
HOTEL MURANO
07.2016 - 04.2017
Guest Services Representative
EXTENDED STAY AMERICA
05.2015 - 08.2017
Associate of Applied Science - Retail Management
Clover Park Technical College
HIGH SCHOOL DIPLOMA -
Lincoln High School
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