Sarah Brower
Shelley,ID
Summary
Motivated and detail-oriented hospitality professional with over 6 years of experience in front office management, customer service, and administrative support. Proven leadership skills in supervising teams, enhancing guest satisfaction, and managing operations in fast-paced environments. Strong background in reservations, scheduling, and billing, with expertise in both the hospitality, government and medical sectors.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Estancia La Jolla Hotel & Spa
05.2024 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Concierge/Reservations Specialist
Rancho Valencia Resort & Spa
09.2023 - 05.2024
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
Reservations Supervisor
Pacific Terrace Hotel
11.2022 - 09.2023
- Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
QA/QC Specialist
Northwind Site Services
09.2021 - 08.2022
- Contracted by the US Navy, responsible for quality control of classified documents under a Top Secret security clearance
Office Manager/Medical Receptionist
Your Caring Doctor – Dr. Tatiana Neumann
06.2019 - 03.2020
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
Front Desk Supervisor
Crowne Plaza Hotel
06.2018 - 12.2018
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- 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.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Collected room deposits, fees, and payments.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Customer Service Specialist/Administrative Assistant
United Technologies Corporation – MobileView
05.2016 - 01.2018
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
Associate Degree -
Chemeketa Community College
Salem, OR01.2016
Skills
- MS Office
- Outlook/Opera/Oracle/HMS
- Shift scheduling
- Front desk operations
- Data entry
- Point of Sale Systems
- Billing & Cash Handling
- Customer Service
- Medical Reception
- Office Administration
- Team Management
- Employee Training
- Time Management
- Organizational Skills
Certification
- Driver’s License
- CPR Certification
- QuickBooks Certification (in progress)
Timeline
Front Office Supervisor
Estancia La Jolla Hotel & Spa
05.2024 - Current
Concierge/Reservations Specialist
Rancho Valencia Resort & Spa
09.2023 - 05.2024
Reservations Supervisor
Pacific Terrace Hotel
11.2022 - 09.2023
QA/QC Specialist
Northwind Site Services
09.2021 - 08.2022
Office Manager/Medical Receptionist
Your Caring Doctor – Dr. Tatiana Neumann
06.2019 - 03.2020
Front Desk Supervisor
Crowne Plaza Hotel
06.2018 - 12.2018
Customer Service Specialist/Administrative Assistant
United Technologies Corporation – MobileView
05.2016 - 01.2018
- Driver’s License
- CPR Certification
- QuickBooks Certification (in progress)
Associate Degree -
Chemeketa Community College
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