Brenda Wyatt
SUWANEE
Summary
Highly energetic hotel manager with more than 10 years of experience working in hospitality industry. Successful background with mid-range hotels providing unforgettable service to visitors and clients. Successful management and supervision experience and background. Possess the drive to provide exceptional guest service. Outgoing personality with dedicated problem-solving skills and the understanding of importance of corporate branding. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Technology Service Center Manager
National Vision
09.2020 - Current
- Optimized workflows by identifying bottlenecks in existing processes, then implementing improvements as needed.
- Enhanced team performance by providing regular training and development opportunities.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Established team priorities, maintained schedules and monitored performance.
- Ensured compliance with industry regulations and company policies at all times within the service center operations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Collaborated with other departments to address cross-functional challenges and improve overall company efficiency.
- Scheduled daily service center employees and monitored performances.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Trained new staff members on company policies and center expectations.
Escalations Manager
National Vision
09.2018 - 09.2020
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
- Escalated customer issues to management for appropriate action to be taken.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.
- Devised tailored action plans to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
- Developed key performance indicators to monitor the effectiveness of escalation management initiatives.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Assistant Manager
Hilton Garden Inn Hotel
08.2018 - 08.2020
- Provided exceptional service and assistance to guests upon check-in.
- Streamlined front desk operations for improved efficiency and enhanced guest experiences.
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Evaluated and promptly resolved lodging facility operational issues.
- Created and managed accurate occupancy forecasts and budgets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Boosted revenue with targeted marketing campaigns and upselling techniques.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw day-to-day operations of 400-room hotel with staff of 30 employees.
- Supervised team of 20 front desk agents ( along with shuttle drivers) and helped to resolve issues arising during shifts.
- Increased customer service ratings through personable service.
- Provided services efficiently and with high level of accuracy.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Night Manager
Hilton Garden Inn Hotel
11.2014 - 08.2017
- Served as the primary point of contact for guests during overnight hours, providing exceptional service and prompt assistance with all inquiries or concerns.
- Conducted end-of-shift reviews to identify opportunities for improvement in nightly operations moving forward.
- Built constructive working relationships to aid staff loyalty, motivation and productivity.
- Provided exceptional service and assistance to guests upon check-in.
- Reviewed nightly reports on hotel performance metrics, using data-driven insights to inform decision-making processes for future improvements.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues during overnight shifts.
- Streamlined nightly audit procedures for increased efficiency and accuracy in financial reporting.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
- Handled emergency situations with professionalism, maintaining guest safety as the top priority.
- Collaborated with daytime management to maintain consistency in hotel policies and procedures across all shifts.
- Conducted regular walk-throughs of hotel property, identifying any areas requiring attention or improvement efforts from relevant departments.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Boosted customer loyalty by providing exceptional service, resulting in a consistent increase in return guests.
- Coordinated with housekeeping and maintenance departments to guarantee rooms were prepared according to guest preferences and standards.
- Resolved problems, improved operations and provided exceptional service.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
Night Audit Supervisor
Doubletree By Hilton
12.2010 - 12.2014
- Enhanced guest satisfaction by efficiently managing night audit tasks and promptly addressing any concerns or issues.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Streamlined the night audit process through thorough review and implementation of improved procedures.
- Coordinated audit tasks among night shift team members to cover front desk operations.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw financial transactions during evening hours, ensuring accurate billing for guests while minimizing errors or discrepancies that could impact revenue collection efforts later on.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Assisted guests with after-hours check-ins and check-outs, providing a welcoming atmosphere despite late-night arrivals or departures.
- Provided quick, complete responses to guest requests and concerns to create pleasant stays.
- Closed daily accounts and submitted statements to leadership for ongoing financial reporting.
- Resolved disputes between guests or staff members during overnight hours, mediating conflicts professionally and effectively.
- Acted as manager on duty during overnight shift 6 times per week.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Trained new night auditors, providing guidance on best practices for exceptional customer service and accurate reporting.
Education
Associate of Science - Accounting And Computer Science
Armstrong State University
Savannah, GASkills
Staff Supervision
Professional and Courteous
Team Leadership
Problem Resolution
Friendly, Positive Attitude
Written Communication
Attention to Detail
Verbal Communication
Organization and Time Management
Conflict Resolution
Multitasking
Operational Excellence
Timeline
Technology Service Center Manager
National Vision
09.2020 - Current
Escalations Manager
National Vision
09.2018 - 09.2020
Assistant Manager
Hilton Garden Inn Hotel
08.2018 - 08.2020
Night Manager
Hilton Garden Inn Hotel
11.2014 - 08.2017
Night Audit Supervisor
Doubletree By Hilton
12.2010 - 12.2014
Associate of Science - Accounting And Computer Science
Armstrong State University
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