Summary
Overview
Work History
Education
Skills
Timeline
Generic

TeQuila Bradley

Brunswick,Ga

Summary

Proven leader in hospitality management, adept at fostering team collaboration and enhancing guest satisfaction at notable establishments like Seafarer Inn. Leveraged customer service excellence and front office management skills to increase repeat business and streamline operations, achieving a 20% improvement in guest satisfaction scores.

Overview

11
11
years of professional experience

Work History

Front Desk Receptionist

Seafarer Inn
08.2024 - Current
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Collected room deposits, fees, and payments.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Completed all tasks in compliance with company policies and procedures.
  • Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.

Director

Total Life Changes
04.2020 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.

Front Office Manager

LaQunita Inn
08.2022 - 11.2023
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Coached employees through day-to-day work and complex problems.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Created, prepared, and delivered reports to various departments.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Led front office team during major hotel renovation, maintaining high service standards amidst changes.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Guest Services Supervisor

Hilton Garden Inn/Home 2 Suites
12.2021 - 08.2022
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Reviewed upcoming events and planned for expected challenges.
  • Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
  • Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
  • Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
  • Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
  • Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
  • Processed guest payments and provided accurate change.
  • Hired, trained and managed team of 4 Guest Services Representatives successfully.
  • Streamlined operational processes to maximize efficiency and customer satisfaction.
  • Trained junior team members in customer service strategies and property policies.
  • Maintained up-to-date knowledge of products and services offered.
  • Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.

Night Auditor

Villas By The Sea
07.2018 - 12.2020
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • 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.
  • Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
  • Generated and printed daily financial reports to track hotel performance.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
  • Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
  • Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Provided guests with information about local attractions and services, enhancing their stay experience.
  • Managed front desk operations during night, maintaining security and guest safety.
  • Compiled and presented detailed reports on nightly revenue, aiding in financial planning and analysis.
  • Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
  • Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
  • Processed reservations and cancellations efficiently, optimizing room occupancy rates.
  • Updated guest accounts and processed payments accurately, safeguarding financial integrity.
  • Enhanced guest satisfaction by providing efficient check-in and check-out services.

Night Manager

Days Inn
07.2013 - 08.2018
  • Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
  • Resolved customer complaints promptly and professionally to maintain satisfaction.
  • Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
  • Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
  • Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
  • Trained and mentored new and existing staff to achieve best practices.
  • Enhanced team performance by providing regular training and promoting a positive work environment.
  • Created nightly shift task lists to assign duties to each employee.
  • Improved guest satisfaction by efficiently managing night operations and promptly addressing customer 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.

Education

No Degree - Criminal Justice

FLORIDA METROPOLITAN UNIVERSITY
Jacksonville, FL
06.2004

No Degree - Criminal Justice

Fort Valley State University
Fort Valley, GA
05.2001

High School Diploma -

Brunswick High School
Brunswick, GA
06.1997

Skills

  • Customer Service
  • Time Management
  • Listening Skills
  • Cash Handling
  • Telephone Etiquette
  • Problem-solving skills
  • Team Collaboration
  • Scheduling
  • Verbal and written communication
  • Administrative Skills
  • Office Organization
  • Oral and writing communication
  • Hospitality services
  • Front Office Management
  • Administrative Support
  • Initiative-taking
  • Complex Problem-Solving
  • Office Administration
  • Confidentiality handling
  • Guest Relations
  • Multi-Line Telephone Systems
  • Clerical Support
  • Attention to Detail
  • Problem-Solving
  • Punctual and Reliable
  • Data Entry
  • Call Answering and Routing
  • Courteous and Professional
  • Professional Demeanor
  • Office Equipment Maintenance

Timeline

Front Desk Receptionist

Seafarer Inn
08.2024 - Current

Front Office Manager

LaQunita Inn
08.2022 - 11.2023

Guest Services Supervisor

Hilton Garden Inn/Home 2 Suites
12.2021 - 08.2022

Director

Total Life Changes
04.2020 - Current

Night Auditor

Villas By The Sea
07.2018 - 12.2020

Night Manager

Days Inn
07.2013 - 08.2018

No Degree - Criminal Justice

FLORIDA METROPOLITAN UNIVERSITY

No Degree - Criminal Justice

Fort Valley State University

High School Diploma -

Brunswick High School

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TeQuila Bradley