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Skills

  • Problem resolution
  • High-value transaction handling
  • Customer service mentorship
  • Client-facing problem resolution
  • Accounts receivable reconciliation
  • Regulatory compliance
  • Data-driven decision making
  • Problem-solving skills
  • Accuracy in record keeping (99%+)
  • Vendor relationship management

Work Experiences

  • Audited and adjusted the property's departmental income statements, ensuring discrepancies were addressed before reporting to the finance team.
  • Authored and streamlined Financial Audit Standard Operating Procedures (SOPs), reducing nightly audit processing time by 43%.
  • Collaborated with cross-functional teams.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as method and framework, in order to expedite resolution.
  • Compiled nightly audit reports.
  • Used program software to enter customer information and updated it whenever patrons changed rooms.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Avoided manager escalation.
  • Authored Financial Audit Standard Operating Procedures (SOPs).
  • Completed emergency drills.

Summaries

  • Accomplished in coordinating with third-party vendors for booking adjustments, regularly saving the hotel $4 by resolving reservation discrepancies.
  • Head Night Auditor with 15 years of successful project management and process improvement experience.
  • Head Night Auditor is a multi-talented Head Night Auditor who is consistently rewarded for planning and operational improvements.
  • Individual with a charming and poised demeanor who performs various tasks, including team leadership and budget management.
  • Costs were consistently reduced while profits were increased.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Audited hotel financials.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Achieved 17 consecutive months of accuracy.
  • Multitasking, communication, and interpersonal skills are all excellent.

Accomplishments

  • Implemented audit cycle optimization software which reduced close-out time by 7 hours, increasing productivity for the night shift team.
  • Led the implementation of mobile check-in technology during night shifts, reducing lobby wait times by 81% and improving guest satisfaction.
  • Led cross-functional meetings with housekeeping and engineering teams to ensure quick responses to guest requests, improving satisfaction scores by 33% points.
  • Worked with IT on improving system uptime for night shifts by rolling out an automated, proactive system health monitoring tool.
  • Devised strategies to closeout nightly operations faster by optimizing inter-department communication, cutting processing times by 9 hours.
  • Spearheaded software transition for night audit teams, leading to smoother integration and reducing downtime during shift handovers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed comprehensive quarterly financial summaries identifying key trends in occupancy and ancillary spendings, helping executive team adjust pricing strategies.
  • Standardized departmental reporting structures for multiple properties, reducing reporting inconsistencies and improving efficiency by 16%.
  • Generated real-time financial reports during night shifts that uncovered revenue growth opportunities, boosting quarter profits by $17.

Affiliations

  • Certified Hospitality Industry Professional (CHIP)
  • International Council of Nurses
  • Rotary International
  • National Associaton of Certified Public Bookkeepers (NACPB)
  • Freemason
  • Certified Hotel Administrator (CHA)
  • Certified Manager of Quality / Organizational Excellence (CMQ/OE), 2024
  • International Financial Management Association
  • Association of Certified Fraud Examiners (ACFE)
  • Association of Information Technology Professionals

Certifications

  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • Certified Accounts Payable Associate (CAPA) by the Institute of Finance and Management (IOFM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Customer Service (CPCS) by the National Customer Service Association (NCSA)
  • Certified Fraud Examiner (CFE) by the Association of Certified Fraud Examiners (ACFE)
  • Revenue and Profit Optimization in Hotel, Restaurant, and Tourism Management by eCornell
  • Customer Experience Management (CXM) Certificate by eCornell
  • Hotel Revenue Management Certification by Cornell University
  • Guest Audit & Settlement Process Certification by framework

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