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Skills

  • Staff management
  • Business Administration
  • Data-driven decision making
  • Customer service
  • Organization
  • Database administration
  • Process improvement
  • Accounting process coordination
  • Financial reporting and reconciliation
  • Team management

Work Experiences

  • Effectively managed costs and billing, as well as financial discrepancies, by using method software to organize account information.
  • Audited and reconciled $12 of front-desk transactions each night for compliance and reporting accuracy, with a 16% reduction in financial discrepancies year-over-year.
  • Assisted with financial preparation and tracking for method, ensuring accurate invoicing and reconciliation of $13 in expenses in coordination with accounting.
  • Addressed discrepancies promptly.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Acted as the lead liaison between night audit teams and senior management, hosting monthly status meetings to present audit findings and gain actionable insights.
  • Achieved President's Club for operational excellence in 2016.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on strategic planning and performance reporting.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.

Summaries

  • Team player who is methodical and detail-oriented and has expertise in cross-functional collaboration.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • 16 years of experience streamlining processes, managing talented team members, and performing budget management by an educated professional.
  • Professional in office management and administration with 9 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • German and French are both conversational.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Highly skilled in vendor management terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Trained incoming night staff on Workday system updates, resulting in faster data entry and reducing staff onboarding time by 12%.
  • Enhanced guest experience during night shifts by resolving accounting-related inquiries and ensuring guest satisfaction scores improved by 52%.
  • Resolved product issue through consumer testing.
  • Managed frequent after-hours tasks like emergency maintenance coordination, ensuring night operations remained uninterrupted and guest satisfaction rates stayed above 73% consistently.
  • Streamlined communication between night audit staff and other departments, enabling quicker resolution of revenue-related errors and a 66% reduction in corrective actions needed.
  • Took initiative to address recurring issues in guest accounts during night audits, resolving 7 billing disputes per week on average.
  • Drove the successful implementation of a new procedure for handling discrepancy reports, leading to an improvement in audit completion time by 12 minutes.
  • Reduced nightly cash reconciliation discrepancies by implementing a two-step verification process, which led to 4 fewer discrepancies per month.
  • Successfully handled guest check-ins and check-outs during peak periods, while simultaneously verifying accounting balances for 3 rooms nightly.
  • Optimized labor planning during night shifts to improve response times for guest needs and reduce overtime costs by 14 annually.

Affiliations

  • Hospitality Sales & Marketing Association International (HSMAI)
  • Customer Service Excellence Certification by procedure
  • Night Auditor Excellence Program (honors society for hospitality overnight operations)
  • Hospitality Supervisors Association of America (HSAA)
  • American Medical Informatics Association
  • Hotel Financial Controllers Association
  • Member of Hotel Property Management Systems Development Board
  • Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute
  • American Society of Safety Professionals
  • International Association of Professional Hotel Night Auditors

Certifications

  • Project Management Professional (PMP)
  • Hospitality Risk Management Certification by Vantage
  • Certificate in Hospitality Revenue Management by eCornell
  • Certified Hospitality Accountant Executive (CHAE) by Meridian
  • First Aid/CPR Certified
  • Conflict Resolution for Hospitality Industry Certificate by Workday
  • Certified Guest Service Professional (CGSP) by AHLEI
  • Certified Hospitality Supervisor (CHS) by AHLEI
  • Quality Management Certification for Hotels by AHLEI
  • Hospitality Leadership Certificate by eCornell

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