Ashley Brown
Phoenix
Summary
Professional with experience in hospitality management and guest services. Focused on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in customer service, scheduling, and conflict resolution. Known for reliability, strong communication skills, and leadership abilities.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
VIB
02.2025 - Current
- Supervised front desk operations to ensure efficient guest check-in and check-out processes.
- Trained and mentored new staff on customer service protocols and hotel systems.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Implemented new procedures that improved workflow efficiency and reduced wait times.
- Coordinated with housekeeping and maintenance teams to address guest needs effectively.
- Monitored inventory of supplies, ensuring adequate stock levels for front desk operations.
- Conducted regular performance evaluations to foster professional development among team members.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- 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.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
Night Auditor
Aiden Hotel
03.2023 - 06.2024
- Managed nightly financial audits to ensure accuracy and compliance with accounting standards.
- Reconciled daily cash flow, identifying discrepancies and implementing corrective actions.
- Oversaw front desk operations, ensuring exceptional guest service and satisfaction during night shifts.
- Utilized property management systems to efficiently manage reservations and billing processes.
- Collaborated with management to address guest concerns and resolve issues promptly.
Front Desk Agent
AC Marriott Hotel
08.2022 - 02.2023
- Responded to guest inquiries and resolved issues promptly, enhancing satisfaction levels.
- Coordinated with housekeeping and maintenance departments to uphold service standards.
- Utilized property management system for reservations, billing, and guest profiles efficiently.
Front Desk Supervisor
Best Western Plus Hotel
08.2019 - 08.2022
- Check in and out all guests. Trained in FOSSE system. Handles all interactions with guests
- Managed check-in and check-out procedures, ensuring seamless guest experiences.
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel policies.
- Implemented efficient scheduling for front desk team, optimizing coverage during peak hours.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty rates.
- Monitored inventory of supplies, coordinating with vendors to maintain optimal levels.
- Developed training materials focused on improving guest interaction techniques among staff.
- Collaborated with management to enhance operational procedures and maximize efficiency.
- Conducted regular performance evaluations for front desk staff, fostering professional development initiatives.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Trained new front desk staff members, improving overall team performance and knowledge.
Room Service Server
Hilton Garden Inn Hotel
08.2016 - 07.2018
- Delivered exceptional room service to guests, ensuring satisfaction and timely orders.
- Collaborated with kitchen staff to streamline order preparation and delivery processes.
- Trained new team members on service protocols and menu offerings for enhanced guest experiences.
- Resolved guest inquiries and concerns promptly, maintaining high standards of customer service.
- Implemented feedback mechanisms to continuously improve service quality based on guest preferences.
- Restocked supplies to keep team efficient and ready for guests' orders.
- Performed daily maintenance routines for equipment such as coffee machines and warming carts, prolonging lifespan and functionality.
- Completed ordered with speed and accuracy, maintaining exceptional service standards each day.
Education
High School Diploma -
Northside High School
Lafayette, LA05-2003
Skills
- Front desk operations
- Customer service
- Staff training
- Complaint resolution
- Performance evaluation
- Reservation management
- Financial audits
- Cash handling
- Property management systems
- Guest relations
- Scheduling staff
- Team leadership
- Communication skills
- Conflict resolution
- Process improvement
- Upselling techniques
- Collaboration with departments
- Professional demeanor
- Time management
- Reservations management
- Problem-solving skills
- Customer service management
- Training and mentoring
- Team building proficiency
- Staff supervision
- VIP guest relations
- Staff training and development
- Team building and supervision
- POS system operation
- Exceptional communication
- Listening skills
- Staff development
- Issue resolution
- Conflict management
- Task delegation
- Hospitality services
- Team building
- Strong leadership
- Guest safety
- Guest check-in and check-out
Timeline
Front Desk Supervisor
VIB
02.2025 - Current
Night Auditor
Aiden Hotel
03.2023 - 06.2024
Front Desk Agent
AC Marriott Hotel
08.2022 - 02.2023
Front Desk Supervisor
Best Western Plus Hotel
08.2019 - 08.2022
Room Service Server
Hilton Garden Inn Hotel
08.2016 - 07.2018
High School Diploma -
Northside High School