Brenda Gossett
Pasadena
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the hotel and childcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
51
51
years of professional experience
Work History
Guest Service Associate
Courtyard By Marriott Hobby Houston
03.2018 - Current
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
- Greeted 50 daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Was responsible for checking in and getting all personal and payment information. Also checked guest out depending on the shift worked
- Delivered messages, mail and packages left for guests to hotel rooms
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
General Manager
Ambassador Christian Daycare & School
09.1988 - 12.2017
- Addressed behavioral and learning issues with parents and daycare management
- 29 years daycare supervisory experience
- Interviewed numerous parents and children for enrollment
- Analyzed, constructed and calculated daily accounting records, including payroll and sales transactions
- Monitored and enforced adequate supply and material inventory
- Identified signs of potential emotional or developmental concerns in children and brought them to parents' or guardians' attention
- Offered well-balanced and nutritious menu options
- Administered medications and kept appropriate records
- Maintained accurate and detailed records, including staff and child files on enrollments, attendance, health and safety, emergency contact information and incident reports
- Brought Ambassador Christian into full compliance with licensing and safety regulations including fire and disaster preparedness, Texas Department of Public Health codes and USDA nutritional guidelines
- Encouraged good behaviors using the positive reinforcement method
- Communicated with parents through enrollment, tours, newsletters, conferences and direct personal communication
- Operated Ambassador Christian in accordance with company and state licensing standards
Terminal Clerk ll
City of Houston Department of Public Works and Engineering
06.1973 - 05.1979
- Worked directly with clients and management to achieve customer satisfaction with the addition of water service. Responsible for connection, disconnect, high bills, leaks, and any other situation pertaining to the customers service
Education
High School Diploma -
Milby High School
Houston, TX1973
Skills
- Friendly and likeable
- Billing
- Active listening
- Parent communication
- People-oriented
- Emotionally supportive
- Loves children
- Calm under pressure
- Self-sufficient
- Payment Processing
- Money handling abilities
- Professional telephone demeanor
- Complaint resolution
Timeline
Guest Service Associate
Courtyard By Marriott Hobby Houston
03.2018 - Current
General Manager
Ambassador Christian Daycare & School
09.1988 - 12.2017
Terminal Clerk ll
City of Houston Department of Public Works and Engineering
06.1973 - 05.1979
High School Diploma -
Milby High School
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