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Skills

  • Team management
  • Guest dispute management
  • Hotel PMS systems (Workday, Microsoft Excel)
  • Business operations
  • Audit cycle optimization
  • Team building
  • Organization
  • End-of-day closeout leadership
  • Accounts receivable reconciliation
  • Communications

Work Experiences

  • Used program software to enter customer information and updated it whenever patrons changed rooms.
  • Acted as the primary point of contact for emergency situations on the night shift, managing incidents with clear communication and efficiency.
  • Assisted in the month-end closing process by compiling nightly audit reports that contributed to accurate calculation of revenue used in financial forecasting.
  • Collaborated with cross-functional teams.
  • Assisted in the month-end closing process.
  • Created weekly employee work schedules for 8 team members, making sure that all shifts were covered.
  • Collaborated with cross-functional teams such as housekeeping and maintenance to resolve urgent guest issues during late hours.
  • Acted as the primary point of contact for emergency situations.
  • Balanced credit card, cash, and guest account reports.
  • Addressed guest issues during late hours.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Customer-focused multitasker looking for a program position with an exciting company.
  • Multitasker and planner who is smooth and efficient.
  • Audited hotel financials and implemented billing protocols, resolving 50% of disputes on first contact, improving guest satisfaction and reducing escalation.
  • Head Night Auditor is a polite and upbeat person with excellent telephone etiquette.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Boosted satisfaction metrics by 59%.
  • Mathematical prowess and the ability to manage all front-office operations.

Accomplishments

  • Led the implementation of mobile check-in technology during night shifts, reducing lobby wait times by 81% and improving guest satisfaction.
  • Liaised with external booking platforms to troubleshoot and resolve payment issues, clearing discrepancies for over 4 accounts in a month.
  • Coordinated nightly operations and ensured back-end systems such as property management software was fully operational during critical hours.
  • Spearheaded software transition for night audit teams, leading to smoother integration and reducing downtime during shift handovers.
  • Collaborated with property leadership to draft financial forecasts for night shift operations, aiding in more accurate resource allocation and budgeting.
  • Assisted security teams in maintaining a safe environment for late-night guests, ensuring all incidents were logged and resolved within two years.
  • Standardized departmental reporting structures for multiple properties, reducing reporting inconsistencies and improving efficiency by 16%.
  • Coordinated audit procedures for multi-property transactions, reducing the nightly audit time by 15 hours across 14 locations.
  • Documented and resolved system which led to program.
  • Implemented audit cycle optimization software which reduced close-out time by 7 hours, increasing productivity for the night shift team.

Affiliations

  • Night Audit Professionals of America
  • Rotary International
  • National Society of Program Auditors
  • National Association of Social Workers
  • Association of Financial Compliance Professionals
  • American Medical Informatics Association
  • National Associaton of Certified Public Bookkeepers (NACPB)
  • Society of Women Engineers
  • Association for Financial Professionals (AFP)
  • International Association of Administrative Professionals

Certifications

  • Night Audit Systems Certification by metric
  • Hospitality Financial Leadership by LinkedIn Learning
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Revenue and Profit Optimization in Hotel, Restaurant, and Tourism Management by eCornell
  • Certified Public Accountant
  • Hospitality Technology Professional Certification by Hospitality Financial and Technology Professionals (HFTP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Advanced Financial Reporting by Coursera
  • Certified Public Accountant (CPA)

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