Brittany Blanch
Phoneix
Summary
I am a proactive front desk agent known for exceptional customer service and effective problem-solving. I have successfully managed front desk operations at many properties and enhanced guest experiences through efficient communication and attention to detail. From listening to guests during the check in process and by asking questions about the guest themselves has enabled me to enhance their stay. This is a new step in my career and I am beyond excited to contribute to a high-performing hotel team.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
W Scottsdale
Scottsdale, AZ
05.2023 - Current
- Greeted and registered guests, ensuring seamless check-in and check-out processes.
- Managed guest inquiries and resolved issues promptly to enhance satisfaction levels.
- Coordinated room assignments based on guest preferences and availability for optimal occupancy.
- Maintained accurate records of bookings, cancellations, and special requests using property management system.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Night Auditor
Westin Kierland Resort and Spa
Scottsdale, AZ
01.2022 - 05.2023
- Processed nightly financial reports, ensuring accuracy and compliance with accounting standards.
- Managed front desk operations, providing exceptional guest service during overnight shifts.
- Reconciled daily cash transactions, identifying discrepancies and resolving issues promptly.
- Coordinated communication between departments to enhance guest experiences and operational efficiency.
- Monitored security protocols, ensuring safety of guests and property during overnight hours.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
Front Desk Agent
Courtyard by Marriott
Mesa, AZ
06.2021 - 01.2022
- Collaborated with housekeeping to ensure timely room readiness and cleanliness standards were met.
- Assisted in training new front desk staff on procedures and customer service excellence.
- Implemented feedback mechanisms to continuously improve guest experiences and services offered.
- Monitored lobby area for safety compliance and ensured a welcoming environment for all guests.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Education
High School Diploma -
North Canyon High School
Phoenix, AZAssociate of Applied Science - Mortuary Science
Mesa Community College
Mesa, AZ05-2015
Skills
- Customer service
- Hospitality services
- Time management
- Guest relations
- Oral and written communications
- Guest accommodations
- Listening skills
- Microsoft office
- Problem-solving skills
- Cash handling
Timeline
Front Desk Agent
W Scottsdale
05.2023 - Current
Night Auditor
Westin Kierland Resort and Spa
01.2022 - 05.2023
Front Desk Agent
Courtyard by Marriott
06.2021 - 01.2022
High School Diploma -
North Canyon High School
Associate of Applied Science - Mortuary Science
Mesa Community College