Trudy Smith Brooks
Panama City Beach,FL
Summary
Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
4
4
years of professional experience
Work History
Hotel Front Desk Assistant Manager
Boardwalk Beach Hotel
Panama City Beach, FL
04.2021 - Current
- Attended regular meetings with department heads to discuss policies and procedures
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Responded promptly to emails from guests concerning their stay at the hotel
- Completed end-of-day reports outlining guest activity from previous day's shifts
- Maintained accurate records of guest accounts using computerized systems
- Answered telephones and greeted visitors to assist, answer questions and direct
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety
- Resolved customer complaints in a timely manner by providing assistance or referring them to the correct personnel
- Maintained important files, running reports and delivering updates on occupancy and revenue
- Posted incidental charges to ledgers, manually or by using computers
- Created and optimized employee schedules for shift coverage
- Trained new employees on proper front desk operations and customer service techniques
- Kept records of room availability and guest accounts, manually or using computers
- Provided support to other departments within the hotel, such as housekeeping and maintenance when needed
- Advised housekeeping staff of rooms vacated and ready for cleaning
- Welcomed large volume of guests and improved overall customer service
- Computed bills, collected payments and made change for guests
- Handled cash transactions accurately, balanced daily reports, and deposited funds into designated bank accounts
- Greeted customers upon arrival and provided appropriate information regarding hotel services.
- Verified identification and credit card information of guests prior to check-in
Education
Bachelor of Science - Business Administration
University College of The Commonwealth
Manchester, Jamaica11-2018
High School Diploma -
Holmwood High
Manchester Jamaica07-2001
Some College (No Degree) - Phlebotomy
LLH
Lynn Haven, FLSkills
- Scheduling
- Payment verification
- Problem-solving skills
- Calendar management
- Analytical mastery
- Initiative and proactivity
- Front desk oversight
- Hospitality services
- Work prioritization
- Multi-line phone systems
- Complaint resolution
- Scheduling appointments
- Multitasking and organization
- Cash handling
- Correspondence management
- Conflict management
- Payment processing
- Confidentiality
- Cultural sensitivity
- Excellent communication
- Customer service
- File management
- Effective planning
Languages
English
Professional
Spanish
Limited
Timeline
Hotel Front Desk Assistant Manager
Boardwalk Beach Hotel
04.2021 - Current
Bachelor of Science - Business Administration
University College of The Commonwealth
High School Diploma -
Holmwood High
Some College (No Degree) - Phlebotomy
LLH
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