Shanae Brown
Baltimore,MD
Summary
Multi-talented, hardworking, experienced Management candidate, with over 15 years of progressive experience in high-volume environments. Experienced Front Desk Agent offering proven expertise in overseeing front desk operations and completing accurate daily reconciliations. Strengths include account audits, guest billing and end-of-day reporting. Diligent, meticulous and hardworking team player. First-rate strengths include planning work, organizing inventory and facilitating communication. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Phlebotomist position. Ready to help team achieve company goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest experience representative
JW Marriott
05.2023 - Current
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Verified guest identification upon check-in to ensure security protocols were followed.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Maintained knowledge of daily events taking place at the hotel.
- Responded to emails sent by guests regarding their stay at the hotel.
- Managed front desk operations including cash handling and credit card transactions.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
Front Desk Agent/Assistant Manager
Embassy suites
12.2021 - Current
- Greeted guests upon arrival and provided excellent customer service.
- Supervised daily operations of hotel front desk in the absence of a manager.
- Enhanced team member performance through the use of strategic and tactical approaches, motivational coaching, and training.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Responded to and resolved guest issues or complaints.
- Answered multi-line telephone with a polite tone of voice to provide general information and answer inquiries.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Communicated regularly with customers to gain insights into their needs.
- Managed customer service inquiries and complaints in a timely manner.
- Provided excellent customer service while upholding company policies.
- Maintained cleanliness of lobby area at all times.
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
08.2022 - 05.2023
- Supervised daily operations of hotel front desk in the absence of a manager.
- Audited and balanced cash and credit transactions daily, and reset register for the next day's operations.
- Handled night audit paperwork, verification of daily room occupancy, and hotel revenue reviews.
- Posted charges, updated accounts, and issued bills to departing guests.
- Facilitated successful front desk operations for high-volume hotel.
- Greeted incoming guests warmly, issued room keys, and shared information on policies and amenities.
- Handled payment processing and provided customers with receipts, proper bills, and change.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Offered dining information and helped guests organize local activities to enhance their stay.
Maintained a secure environment for the protection of guests' property and assets.
Education
Human resources -
Northern High School
Baltimore, MD06.2002
Skills
- Customer Service
- Quality assurance
- Data entry
- Quality control
- HIPAA compliance
- Phone and Email Etiquette
- Front Desk Operations
- Staff Development
- Team Leadership
- Night Audit Reports
- Generating Reports
- Balancing Transactions
- Account Balancing
- Credit and Cash Payments
- Invoicing and Billing
- Check In and Check Out procedures
- Event Planning
- Complaint Handling
- Venipuncture
- Blood collection
- Patient confidentiality
- Donor screening
- Patient preparation
- Specimen preparation
- On-site testing
- Proper labeling
- Specimen handling
- Specimen labeling procedures
Certification
- Licensed NBHP CPT 7/22/25
Additional Information
Participated in HR projects and initiatives to improve overall employee satisfaction and productivity.
Languages
English
Timeline
Guest experience representative
JW Marriott
05.2023 - Current
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
08.2022 - 05.2023
Front Desk Agent/Assistant Manager
Embassy suites
12.2021 - Current
Human resources -
Northern High School
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