Willie Brown
Montgomery, NY
Summary
Dynamic front desk professional with extensive experience at Hampton Inn By Hilton, excelling in guest relations and front desk management. Proven ability to enhance customer satisfaction through efficient service and effective problem-solving. Skilled in cash handling and time management, implementing systems that significantly reduced check-in times and improved operational efficiency.
Overview
14
14
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
Monroe, NY
10.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Implemented new booking system feature that reduced check-in time for guests.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
Front Desk Receptionist
H&m Income Tax Preparation
The Bronx, NY
01.2011 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed all tasks in compliance with company policies and procedures.
- Organized and maintained files and records to ensure up-to-date documentation.
Security Site Supervisor
Prosegur
Poughkeepsie, NY
10.2022 - 02.2024
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Removed unauthorized persons from facility grounds.
- Managed and trained a team of security personnel for optimal performance in maintaining site safety.
- Maintained detailed logs of daily activities, providing accurate records for management review.
- Monitored alarm systems, responding promptly to alerts and coordinating appropriate action.
- Coordinated fire drills for staff members, enhancing their understanding of evacuation procedures during emergencies.
Security Officer
Allied Universal Security Services
Newburgh, NY
01.2021 - 02.2023
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Checked and verified photo identification prior to granting facility access.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
Education
High School Diploma -
Valley Central High School
Montgomery, NY06-2010
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Time management
- Guest relations
- Hospitality service expertise
- Front desk management
- Mail and packages
Languages
English
Full Professional
Timeline
Front Desk Agent
Hampton Inn By Hilton
10.2024 - Current
Security Site Supervisor
Prosegur
10.2022 - 02.2024
Security Officer
Allied Universal Security Services
01.2021 - 02.2023
Front Desk Receptionist
H&m Income Tax Preparation
01.2011 - Current
High School Diploma -
Valley Central High School