Nina Brooks
Tacoma,WA
Summary
Developed essential skills in guest relations and team leadership within fast-paced hotel environment. Proven ability to manage front desk operations and ensure guest satisfaction. Seeking to transition into new role, leveraging hospitality experience and strong organizational skills.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Marriott
01.2023 - Current
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Managed tasks and responsibilities for team of 20 front office employees during periods of understaffing
- Controlled cash and credit card payment transactions at the front desk to successfully reduce errors
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Scheduled and assigned daily work and activities for team members.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Managed group reservations effectively, providing smooth check-in experiences for large parties of 300 plus guests or corporate events.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.
- Implemented successful strategies to increase customer satisfaction.
Group Housing Coordinator
Renaissance Dallas Hotel
01.2022 - 10.2022
- Developed strong relationships with clients, leading to repeat business and positive word-of-mouth referrals.
- Facilitated pre-event planning meetings with clients to discuss specific requirements, timelines, and budgets, ensuring all parties were aligned on expectations.
- Enhanced customer satisfaction with efficient communication and prompt resolution of housing-related issues.
- Maintained detailed records of room assignments and special requests in a hotel with over 500 rooms, reducing errors and enhancing overall efficiency.
- Implemented effective strategies to upsell hotel services to groups, increasing the average revenue per booking.
- Maintained a comprehensive database of group contacts for future marketing initiatives, contributing to increased repeat business.
- Liaised with other departments within the hotel to coordinate logistics for group arrivals and departures, ensuring smooth transitions between event spaces and guestrooms.
- Prepared detailed post-event reports highlighting successes and areas for improvement, providing valuable insights for future group housing efforts.
- Improved group housing coordination by streamlining reservation processes and ensuring accurate guest information.
Guest Services Representative
Courtyard by Marriott
05.2021 - 01.2022
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Front Desk Agent
Courtyard By Marriott
03.2019 - 02.2021
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Provider Services Representative
Regence Blue Cross Blue Shield
04.2017 - 03.2019
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
Front Desk Agent
Hotel Murano, Tacoma
07.2016 - 04.2017
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Guest Service Representative
Extended Stay America
05.2015 - 04.2017
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Education
High School Diploma -
Lincoln High School
Tacoma, WA06.2010
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- VIP guest relations
- Guest relations management
- Interdepartmental communications
- Brand standards adherence
- Teamwork and collaboration
- Customer service
- Training and mentoring
Timeline
Front Desk Supervisor
Marriott
01.2023 - Current
Group Housing Coordinator
Renaissance Dallas Hotel
01.2022 - 10.2022
Guest Services Representative
Courtyard by Marriott
05.2021 - 01.2022
Front Desk Agent
Courtyard By Marriott
03.2019 - 02.2021
Provider Services Representative
Regence Blue Cross Blue Shield
04.2017 - 03.2019
Front Desk Agent
Hotel Murano, Tacoma
07.2016 - 04.2017
Guest Service Representative
Extended Stay America
05.2015 - 04.2017
High School Diploma -
Lincoln High School
Similar Profiles
Clement LicciaClement Liccia
Senior Rooms Operation Manager at MarriottSenior Rooms Operation Manager at Marriott
Kira FlynnKira Flynn
SPA SPECIALIST at MarriottSPA SPECIALIST at Marriott
Rachael LumbaRachael Lumba
Sales and Service Representative at MarriottSales and Service Representative at Marriott