Brodie Rochford Email and Phone Number

• Train new employees and staff for Guest Services• Monitored customer service levels via Medallia and coached staff to better improve our ratings.• Developed plans to maintain customer service levels.• Oversaw day to day operations, ordering products need for breakfast and front desk staff.• Created scheduling for 8+ staff.• Maintained daily, weekly and monthly inventory for market and kitchen.• Provided end-of-month audits of Medallia to upper management as required.• Created excel spread sheets for night audits financial filings.• Built long term relationships with corporations, sporting associations and conferences.• Supervised the daily operations of a 83 room Wyndham Brand Hotel.• Oversaw daily cash/debit/credit counts.• Handled all group contracts, credit authorizations and accounts receivable.• Dealt with all guest complaints in a timely and professional manner.• Maintained the hotels high ranking of Microtels, keeping us in the top 10 to top 20 out of 350 hotels in North America.• Helped with hotel marketing by creating QR codes and promotional advertisements for Facebook, Instagram etc..

• Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.• Maintained impeccable office organization to support efficiency, professionalism and performance objectives.• Elevated customer satisfaction ratings by resolving client and case issues effectively.• Handled guest complaints and offered complimentary services for hardship cases.• Assisted guests at check-in, providing information on various services within the hotel.• Provided end-of-month audits of resort to upper management as required.• Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates.• Supervised daily operations of brand new, 30-room hotel with staff of 8 employees.• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Generated and maintained social media profiles across social media platforms by performing copywriting, posting, reporting and responding tasks.• Provided assistance to Social Media Manager whenever needed in completing various tasks and special projects.• Supported social media campaigns from content creation to measurement of campaign success and quantified results via dashboard reports.• Crafted well-written blog posts and brief articles for social channel to educate and inspire readers.• Assisted with social strategy by compiling category research, competitive data and social platform information and supported product launches by generating hype around new products.• Worked closely with internal teams and platform reps to optimize campaigns and positively impact campaign performance based on client-specific key performance indicators.