Brittani Alford
Hotel Front Desk Agent
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About
Hospitality professional with hotel front desk leadership, night audit, guest service, and administrative experience. Skilled in front desk operations, Oracle Hospitality OPERA, Choice Advantage, SkyTouch, reporting, issue resolution, and guest support. Brings a strong background in improving workflows, supporting daily hotel operations, and creating positive guest experiences in fast-paced environments.
Experience
Front Office Manager - Holiday Inn / IHG Hotels
(2022-11 - 2025-12)
- Managed front desk operations and daily administrative processes to support smooth hotel performance.
- Prepared reports and documentation to help track operations and support management decisions.
- Resolved employee and guest questions to improve communication and service consistency.
- Trained front desk staff on procedures that improved team efficiency and guest support.
- Used Oracle Hospitality OPERA, Choice Advantage, SkyTouch, and other hotel systems for reservations, reporting, and daily operations.
Night Auditor / 3rd Shift Lead - Holiday Inn / IHG Hotels
(2017-04 - 2022-06)
- Completed night audit tasks to balance daily transactions and maintain accurate records.
- Supported overnight front desk operations while assisting guests with questions and requests.
- Handled check-ins, check-outs, and guest concerns to maintain service during overnight shifts.
- Coordinated third-shift front desk coverage and helped maintain smooth overnight operations.
- Used Oracle Hospitality OPERA, Choice Advantage, SkyTouch, and hotel data systems to support reporting and overnight processes.
PC Refresh / Queue Coordinator - TekSystems / Columbia Pipeline Group - Charleston, WV
(2016-03 - 2017-09)
- Created and maintained user profiles to support accurate system access and onboarding.
- Coordinated tickets, work orders, and incidents to improve response flow across locations.
- Supported asset restore and refresh efforts to reduce downtime and improve availability.
- Managed office tasks and queue activity while meeting deadlines in a fast-paced setting.
- Communicated with users, supervisors, and team members to keep operations organized.
Technical Trainer / Support Desk Analyst - West Virginia Office of Technology - Charleston, WV
(2012-10 - 2016-12)
- Taught employees how to use Microsoft applications to improve workplace productivity.
- Developed hands-on training materials and software courses for classroom instruction.
- Explained technical topics clearly to support learning for non-technical users.
- Helped complete a large system migration affecting more than 1,500 users.
- Wrote knowledge base content to improve support resources and troubleshooting.
Candle Maker / Wholesale Representative - A Primitive Glow - Nitro, WV
(2008-08 - 2014-02)
- Processed purchase orders and tracked vendor and customer requests accurately.
- Supported customer service in a team environment to encourage repeat business.
- Prepared products to order while following quality and production standards.
- Maintained supply and inventory records to support accurate stock management.
- Assisted with commission records and other business documentation tasks.
Education
Associate's - networking & software solutions/Computer Analyst - WVJC (2010 - 2012)
