Shanae Brown
Baltimore,MD
Summary
Multi-talented, hardworking, experienced Management candidate, with over 20 years of progressive experience in high-volume environments. Experienced Front Desk supervisor offering proven expertise in overseeing front desk operations and completing accurate daily reconciliations. Strengths include team management, 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. 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
20
20
years of professional experience
Work History
Front Desk Supervisor
Embassy Suites
Dulles, VA
12.2021 - Current
- Welcomed guests at entry and ensured exceptional 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.
- Handled guest complaints effectively and ensured resolution.
- 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.
Guest experience representative
JW Marriott
05.2023 - 09.2025
- 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.
- Ensured security protocols by verifying guest identification during check-in.
- Established and nurtured effective employee relationships.
- Maintained knowledge of daily events taking place at the hotel.
- Managed front desk operations including cash handling and credit card transactions.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Processed payments efficiently and issued accurate receipts.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Provided individualized service to clients, fostering brand commitment.
- Responded to emails sent by guests regarding their stay at the hotel.
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
07.2022 - 04.2023
- 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.
Education
Associate of Arts - Business Management
DeVry University
Bethesda, MDHuman resources -
Northern High School
Baltimore, MD06.2002
Skills
Front Desk Operations
Team Leadership
Staff Development
Account Balancing
Check In and Check Out procedures
Complaint Handling
Credit and Cash Payments
Customer Service
Data entry
Event Planning
Generating Reports
Invoicing and Billing
Night Audit Reports
Phone and Email Etiquette
Quality assurance
Quality control
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 - 09.2025
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
07.2022 - 04.2023
Front Desk Supervisor
Embassy Suites
12.2021 - Current
Human resources -
Northern High School
Associate of Arts - Business Management
DeVry University