Sharon Browne
402 Linwood St. Brooklyn ,NY
Summary
Proven hospitality expert with a track record of enhancing guest satisfaction at premier hotels, including Raddison Hotel. Skilled in bilingual communication and proficient in OnQ and Opera PM, I excel in streamlining operations for efficiency and guest experience improvement. Demonstrated leadership in team development and problem resolution, achieving significant improvements in customer service ratings.
Overview
22
22
years of professional experience
Work History
Front Desk Guest Service Agent
Raddison Hotel
135-30 140 Street Jamaica New York
10.2023 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Guest Service Team Leader
Hilton JFK
144-02 135 Ave Jamaica NY 11436
02.2020 - 12.2023
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Implemented strategies to upsell hotel amenities, resulting in increased revenue.
- Conducted regular performance evaluations of team members to provide constructive feedback for professional development.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Maintained a high level of professionalism in all interactions with guests, setting an example for the rest of the team.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationshipbuilding.
- Promoted a positive work environment by encouraging teamwork, open communication, and continuous learning among staff members.
- Trained new team members on company policies, procedures, and best practices in guest services.
- Reviewed customer feedback regularly to identify areas for improvement in guest services operations.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Answered hotel phones with professionalism and directed calls appropriately.
PBX Hotel Operator
Hilton JFK
144-02 135 Ave Jamaica NY 11436
01.2016 - 02.2020
- Assisted management in streamlining communication processes within hotel departments, resulting in increased efficiency.
- Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
- Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
- Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
- Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
- Facilitated seamless room bookings and reservation modifications for guests on a timely basis.
- Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Stateroom Attendant
Radiance Of The Seas Royal Caribbean International
1050 Caribbean Way Miami Florida 33132
09.2002 - 05.2008
- Participated in emergency drills and safety training sessions to ensure readiness in the event of any shipboard incidents.
- Demonstrated versatility in adapting to different cabin layouts, sizes, and guest preferences while maintaining service excellence.
- Provided personalized attention to guests'' requests or special needs, contributing to memorable experiences on board the ship.
- Promoted a welcoming environment for guests through timely and courteous assistance with their needs.
- Collaborated with fellow team members to ensure consistent quality service standards across all staterooms.
- Contributed to the improvement of onboard services by promptly addressing and resolving guest concerns.
- Assisted guests in locating onboard amenities or services by providing accurate directions and relevant information as needed.
- Supported overall ship operations through effective communication with various departments, attending regular staff meetings, and sharing relevant information as needed.
- Upheld brand reputation through adherence to company standards for appearance, grooming, and uniform maintenance while on duty.
- Ensured safety compliance by adhering to established ship policies and procedures during routine tasks.
- Enhanced guest satisfaction by providing exceptional stateroom cleaning and maintenance services.
- Maximized guest comfort by replenishing amenities, linens, and other supplies according to established guidelines.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Replenished guest room water glasses, toiletries, and paper products.
Education
Varios Training - Human Trafficking, Sexual Harassment, CPR, Etc
Hilton University
Online 2022
Registered Nurse
Universidad Politécnica (UPOLI)
Managua Nicaragua 07.1999
High School Diploma - Ciencias Y Letras
Colegio Adventista Porteño (CAP)
Nicaragua 12.1990
Skills
- Bilingual English/Spanish
- OnQ proficiency Opera PM proficiency
Timeline
Front Desk Guest Service Agent
Raddison Hotel
10.2023 - Current
Guest Service Team Leader
Hilton JFK
02.2020 - 12.2023
PBX Hotel Operator
Hilton JFK
01.2016 - 02.2020
Stateroom Attendant
Radiance Of The Seas Royal Caribbean International
09.2002 - 05.2008
Varios Training - Human Trafficking, Sexual Harassment, CPR, Etc
Hilton University
Registered Nurse
Universidad Politécnica (UPOLI)
High School Diploma - Ciencias Y Letras
Colegio Adventista Porteño (CAP)