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Skills

  • Operational Efficiency Enhancement
  • Cash drawer balancing
  • Discrepancy identification and resolution
  • Property Management Software Salesforce
  • Process improvement and streamlining
  • Compliance with Hotel Standard Operating Procedures
  • Customer service excellence
  • Front Desk Equipment Troubleshooting
  • Guest satisfaction optimization
  • Time management

Work Experiences

  • Addressed billing and service issues.
  • Achieved high accuracy in service delivery.
  • Achieved a 62% resolution rate.
  • Communicated with housekeeping about the status of the rooms.
  • Coordinated transportation services during overnight hours.
  • Achieved results within 13 months.
  • Consistently achieved a 15% guest satisfaction score.
  • Used the MS Access database software to keep track of clients, invoices, payments, and cancellations.
  • Assessed the emergency evacuation procedure.
  • Communicated with guests regarding billing inquiries, successfully resolving 82% of discrepancies within 24 hours.

Summaries

  • Contributed to improved operational decisions.
  • As a Night Auditor and Guest Services professional, I pride myself on delivering unparalleled customer service, streamlining operations, and ensuring financial precision. Increased guest loyalty by 15% through targeted engagement.
  • Addressed discrepancies.
  • Consistently exceeded guest expectations.
  • Contributed to safer guest stays.
  • Adept in managing check-ins and check-outs.
  • Dedicated Night Auditor skilled in crisis management, with experience addressing property emergencies and medical incidents during overnight shifts. Ensured prompt response and follow-up, contributing to safer guest stays.
  • Addressed property emergencies during overnight shifts.
  • Collaborative and guest-centric Night Auditor.
  • Detail-oriented and efficient Guest Services professional with a focus on balancing financial accuracy and excellent service quality. Led the implementation of process improvements resulting in a 20% boost in guest satisfaction over 4 months.

Accomplishments

  • Played a key role in increasing hotel occupancy rates during off-peak seasons by utilizing CRM tools to attract and retain repeat guests.
  • Collaborated with housekeeping and maintenance departments to ensure guest issues were resolved within 16 hours, enhancing overall guest experience.
  • Decreased check-out times by 72% by analyzing guest feedback and adapting automated billing processes during the night shift.
  • Addressed technical issues with property management systems swiftly, minimizing downtime and ensuring smooth operations during the night shift.
  • Received ITIL in Hospitality Management, applying learned best practices to enhance the efficiency of guest service operations.
  • Effectively handled emergency situations, including medical incidents and property damage reports, adhering to safety protocols and achieving a 79% resolution within 2 hours.
  • Utilized strong attention to detail and time management to complete daily audits, leading to a 34% improvement in accurate financial reporting.
  • Resolved 14 complex billing issues within a single shift, utilizing advanced skills in payment reconciliation and customer communication.
  • Streamlined the guest complaint resolution process using data-driven decisions, reducing complaint resolution times by 22%.
  • Developed comprehensive nightly reports using Jira, ensuring accuracy in account balancing, general ledger entries, and tax reconciliation.

Affiliations

  • Volunteer, Local Travelers Aid Society, category, offering service support at high-traffic events, enhancing guest assistance and accommodation coordination skills.
  • Participant, Hotel Sustainability Initiative (HSI), system, integrating environmental practices within daily operations to improve guest engagement.
  • Affiliate, Guest Service Professionals Association (GSPA), procedure, gaining insights on customer satisfaction best practices and service improvements.
  • Volunteer, Local Chamber of Commerce Tourism & Hospitality Committee, providing pro-bono support to improve local business and guest services in the travel sector.
  • Volunteer, Hospitality Outreach and Development Network, offering management support at local events, focused on resolving escalated guest issues.
  • Participant, Front Desk Operations Excellence Network (FDON), focused on improving front desk procedures to minimize check-in and service wait times.
  • Participant, Hospitality Leaders Club (HLC), attending networking events and leadership training relevant to efficient guest services management.
  • Member, International Customer Service Certification Association (ICSCA), emphasizing client-focused communication and billing issue resolution.
  • Certified Front Desk Manager, Front Office Managers Association (FOMA), process, recognized for advanced management of front office operations and guest engagement.
  • Certified Night Auditor, Hospitality Financial and Technology Professionals (HFTP), specializing in nightly financial audits, reports, and balancing accounts.

Certifications

  • Customer Service Excellence Certificate - category
  • Certified Guest Service Professional (CGSP) method
  • Certified Hotel Administrator (CHA) - initiative
  • Cash Handling Certification - Vantage
  • Interdepartmental Collaboration for Hospitality Professionals Certificate - process
  • Certified Front Desk Representative (CFDR) - process
  • Negotiation Skills for Hotel Managers Certification - category
  • Front Office Management Certification - category
  • Certified Hospitality Revenue Manager (CHRM) - category
  • Innkeeper Certification (CIH) - standard

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