Hi, I’m
ROACHELL BROWN
Traverse City,MI
Summary
Dedicated Guest Service Specialist with over 10 years of experience in resort and hospitality operations. Recognized for providing exceptional customer experiences, streamlining front desk operations, and building strong guest relationships. Skilled in multiple Property Management Systems (Opera Cloud, Springer Miller, SkyTouch, TSW) and committed to maintaining high service standards in fast-paced environments. Dependable team player with strong communication, leadership, and problem-solving abilities.
Overview
15
years of professional experience
5911
years of post-secondary education
1
Certificate
Work History
Grand Beach Resort PartnersTraverse City, USA
Front Desk Associate
04.2025 - 11.2025
Job overview
- Manage guest check-in and check-out processes using Opera Cloud with accuracy and professionalism.
- Respond to guest inquiries via phone, email, and in-person, providing prompt and courteous service.
- Handle guest communications through Kipsu, Expedia, and Booking.com.
- Collaborate with housekeeping and maintenance teams.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
Big Sky ResortBig Sky, USA
Manager on Duty
11.2024 - 04.2025
Job overview
- Oversaw daily operations and supported staff for seamless guest experiences.
- Resolved escalated concerns and maintained satisfaction.
- Delegated tasks and trained team members.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and implemented strategies to increase sales and profitability.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Grand Beach/Sugar Beach ResortTraverse City, USA
Front Desk Agent
05.2024 - 11.2024
Job overview
- Delivered efficient check-in/out services using Springer Miller Hotel Software.
- Provided concierge-style assistance and enhanced satisfaction scores.
- Collected room deposits, fees, and payments.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Labelle Management (Baywatch Resort)Traverse City, USA
Front Desk Agent / Trainer
07.2021 - 11.2023
Job overview
- Conducted check-in/out and payment processing using SkyTouch PMS.
- Trained and mentored new hires.
- Managed guest concerns and coordinated with housekeeping.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Established and maintained quality control standards.
Breckenridge Grand VacationsBreckenridge, USA
Front Desk Associate (Seasonal)
11.2021 - 04.2023
Job overview
- Delivered welcoming service during high-volume ski seasons.
- Processed payments and liaised between departments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered guest questions and offered referrals to local points of interest.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
Mackinaw Seasonal Resort Inc.Mackinaw, USA
Front Desk Agent
05.2011 - 10.2019
Job overview
- Handled all aspects of reservations, billing, and guest services.
- Recognized for consistent positive guest feedback.
- Trained new staff members in customer service techniques and hotel operations.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Prepared reports on guest satisfaction levels and other metrics.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Monitored hotel's budget and financial records.
Education
Jamaica Institute of Management
Certificate in Supervisory Management
University College of the Caribbean
Diploma in Business Administration
Maggotty High School
High School Diploma
Skills
- Guest Relations & Customer Service
- Front Desk Operations (Opera Cloud, Springer Miller, SkyTouch, TSW)
- Reservation & Payment Processing
- Team Leadership & Training
- Conflict Resolution & Problem Solving
- Multitasking & Time Management
- Cash Handling & Recordkeeping
- Cross-Department Collaboration
Timeline
Front Desk Associate
Grand Beach Resort Partners
04.2025 - 11.2025
Manager on Duty
Big Sky Resort
11.2024 - 04.2025
Front Desk Agent
Grand Beach/Sugar Beach Resort
05.2024 - 11.2024
Front Desk Associate (Seasonal)
Breckenridge Grand Vacations
11.2021 - 04.2023
Front Desk Agent / Trainer
Labelle Management (Baywatch Resort)
07.2021 - 11.2023
Front Desk Agent
Mackinaw Seasonal Resort Inc.
05.2011 - 10.2019
Jamaica Institute of Management
Certificate in Supervisory Management
05/2008
University College of the Caribbean
Diploma in Business Administration
11/2005
Maggotty High School
High School Diploma
06/2001
Certification
- Adult & Pediatric First Aid / AED / CPR, Valid 2 Years
- Certification in Autism Awareness, Valid 2 Years
Accomplishments
- Recipient of the Smile Award for outstanding customer service (earned four consecutive months).
- Commended by management for maintaining high guest satisfaction during peak seasons.
Hobbies and Interests
- Marketing
- Travelling
- Fitness
- Driving