Jada Brown
Marriot Hotel
Minneapolis
12
years of professional experience
Hospitality Professional with a background in case management. Delivered exceptional guest service and managed conflict in high-volume environments through strong communication and multitasking skills. Focused on enhancing passenger comfort and safety by leveraging situational awareness and emergency response training.
Work History
Front Desk Agent
1 Year 5 Months- Managed guest check-in and check-out processes efficiently, ensuring smooth operations.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and special requests to enhance guest satisfaction.
- Utilized hotel management software to update reservations and maintain accurate records.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at a busy facility.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained high levels of guest privacy by securely managing personal information.
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Developed and maintained positive relationships with guests for satisfaction.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Handled cash transactions and maintained financial accuracy during shifts.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
Caseworker
1 Year 5 Months- Facilitated client assessments to identify needs and develop tailored service plans.
- Coordinated support services, ensuring timely access to resources for clients in crisis.
- Collaborated with multidisciplinary teams to improve client outcomes and service delivery.
- Educated clients on available programs, enhancing their understanding of resources and benefits.
- Monitored client progress, adjusting service plans as needed to meet evolving needs.
- Advocated for clients in community settings, fostering partnerships with local organizations and service providers.
- Assessed needs of each client and recommended appropriate services and resources.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Assessed and evaluated clients' needs, determined eligibility for services, and developed individualized plans.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Facilitated client access to community resources, promoting self-sufficiency and independence.
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Conducted home visits to assess living environment and provided appropriate referrals.
- Facilitated client support groups to provide resources and assistance.
- Developed strong partnerships with local organizations, expanding available resources for clientele.
- Enhanced client well-being by developing comprehensive case plans addressing individual needs.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Assisted clients in preparing applications for social security benefits, housing and assistance programs.
- Determined eligibility and suitability for programs by performing client intake interviews and bio-psycho-social assessments.
- Delivered ongoing support for families navigating the child welfare system, contributing to successful reunifications in multiple cases.
- Coordinated vocational training opportunities for clients, leading to increased employment prospects.
- Streamlined case documentation processes, ensuring accurate and timely records.
- Monitored client progress towards goals, providing adjustments to plans as necessary for optimal outcomes.
- Engaged with multidisciplinary teams to coordinate care, ensuring a comprehensive approach to client support.
- Improved client outcomes by developing and implementing tailored case management plans.
- Developed and maintained strong relationships with community resources for successful referrals.
- Conducted home visits to assess clients' home environment and provide support.
- Conducted home visits to assess and address client needs in their living environments.
- Fostered positive relationships with clients, establishing trust and open communication channels.
- Streamlined documentation processes, increasing efficiency in caseload management.
Shelter Advocate
2 Years 6 Months- Advocated for clients' needs, ensuring access to essential resources and services.
- Monitored client progress, adjusting support strategies to enhance outcomes effectively.
- Tracked client progress using data management systems and evaluated program effectiveness based on measurable outcomes.
- Assisted clients in obtaining necessary documentation for housing applications, increasing their chances of securing stable living situations.
- Monitored compliance requirements associated with federal/state grants and ensured timely submission of required reports.
- Improved client well-being by conducting comprehensive assessments and developing individualized service plans.
- Performed follow-up services for dissatisfied customers.
- Enhanced safety for shelter residents through consistent monitoring of facility access and adherence to established protocols.
Front Desk Agent
3 Years 3 Months- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Streamlined check-in and check-out processes for increased efficiency.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Daycare Assistant
1 Year 6 Months- Facilitated daily activities and educational programs for children to promote development and engagement.
- Assisted in maintaining a safe, clean, and welcoming environment for children and staff.
- Implemented age-appropriate learning materials to enhance children's cognitive skills and creativity.
- Organized group activities that encouraged teamwork, cooperation, and positive interactions among peers.
- Developed individualized care plans in partnership with lead educators to address specific developmental goals.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Mentored new staff on best practices in childcare, fostering a culture of continuous improvement within the team.
- Assisted in maintaining a safe and healthy environment, ensuring cleanliness and proper supervision of children.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent the spreading of germs.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Monitored children's behavior, providing guidance and support to foster social skills and emotional growth.
Education
High School Diploma
Skills
Guest relations management
Front desk coordination
Reservation management
Customer relationship management
Detail-oriented
Data collection
Listening skills
Interests
Kayaking
Playing Sports
Outdoor Recreation
Passionate about balancing physical health with mental and emotional wellness.
Personal Development and Self-Improvement
Timeline
Front Desk Agent
Marriot Hotel
03.2025 - CurrentRead More
Caseworker
Lutheran Social Services of MN
09.2023 - 02.2025Read More
Shelter Advocate
Ramsey County Human Services
01.2021 - 07.2023Read More
Front Desk Agent
Marriott
01.2017 - 04.2020Read More
Daycare Assistant
Children's Corner Daycare
11.2014 - 05.2016Read More
Kennedy Secondary School
High School Diploma
Read More