Holiday Inn Express
Night Audit
June2021-present
Financial Reconciliation: Audit and balance all daily front office accounting records, including cash drawers, credit card transactions, and revenue across all hotel, Run and distribute end-of-day reports, summarize operational statistics, and prepare the property management system (PMS) for the next business day, Handle after-hours reservation requests, answer phones, and occasionally prepare or restock early morning breakfast items before the morning shift arrives
Front Desk Supervisor/ Night Auditor at Fairfield Inn & Suites by Marriott (2019-06 – 2019-12)
The Night Auditor assures the highest possible level of visitor and guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries.
- Checks guests into and out of the hotel in an accurate, speedy, and courteous manner
- Efficiently handles all payments received whether they are cash, credit card, checks, or traveler's checks
- Balances/verifies all monetary transactions in the appropriate accounts
- Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained
- Maintains all documentation regarding room registration, changes, charges, credit card transactions, customer service and maintenance issues
- 80% (Essential) Guest Service Offers guests assistance whenever possible
- Responsible for resolving escalated customer relations issues
- Answers inquiries pertaining to hotel policies and services
- Responds to and follow-up on all guest requests to ensure customers are satisfied with the hotel's services and accommodations
- Positively represents and promotes the property
- Ensures systems and procedures are in place and followed for guest safety and security
- Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies
- Properly compiles, completes, and distributes reports to all management and relevant staff
- Reports any maintenance, security, or safety issues to the appropriate staff
Front Desk Ass. Manager at Day's Inn & Suites (2016-12 – 2018-08)
Assist the General Manager in his day to day operations. Adheres to all franchise and company procedures and regulations as well as standard operating procedures. Ensure full compliance to Hotel operating controls, SOP's, policies, procedures and service standard.
- Assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures
- Receives and resolved or assists the General manager in resolving guest complaints and service recovery process
- Selects or assists in the selection of hotel staff and completes all new hire paper works
- Review employee performance and conduct personnel actions such as disciplinary actions and terminations
- Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing etc.
Front Desk Clerk at Residence Inn (2016-06 – 2016-11)
Represents the hotel to the guest throughout all stages of the guest's stay.
- Determinants a guest's reservation status and identifies how long the guest will stay
- Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible
- Verifies the guest's method of payment and follows established credit-checking procedures
- Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel
Front Desk Agent\Night Auditor at CandleWood Suites (2015-01 – 2016-03)
- Verify a guest's method of payment
- Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible
- Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms
- Possesses a working knowledge of the reservations department
- Take same day reservations and future reservations when necessary and know cancellation procedures
- Run end of day process in property management software (PMS)
- Understand principles of auditing, balancing, and closing out accounts
- Transfer charges and deposits to master accounts
- Verifies all account postings and balances
Front Desk Agent at Sheraton Hotel (2008-04 – 2010-11)
- Greet guests and patrons as they arrive
- Answer the phone at the front desk to respond to current and prospective guests' needs
- Book reservations for individuals, families and groups as required
- Greet walk-in guests and guests with reservations when they arrive at the front desk
- Schedule special services, such as spa treatments, when guests inquire
- Refer guests to local amenities and venues
- Communicate guests' requests and complaints to the appropriate department and related experience to contribute effectively in a highly stimulating work environment
Commander's Assistant at US Army (Reservist) (2005-12 – 2008-06)
- Reading, monitoring and responding to your boss's email
- Answering calls and liaising with clients competently
- Preparing correspondence on your boss's behalf
- Delegating work in your boss's absence
- Assisting your team managing your boss's electronic diary
- Planning and organizing meetings
- Organizing travel and preparing complex travel itineraries
- Attending meetings on your boss's behalf taking action points and writing minutes
- Preparing papers for meetings
- Taking dictation
- Planning, organizing and managing events
Front Desk Agent at Holiday Inn (2004-09 – 2006-02)
- Answering the phones
- Taking reservations
- Setting dates for meetings
- Helping guests whatever they need to make their stay more comfortable
- Familiar with Opera
- Manage the registration process
- Ask for identification and ensure that the provided credentials are accurate
- Handle guest check-ins and check-outs appropriately
- Operate hotel switchboard, take calls and provide information and transfer calls
- Manage accurate accounting of all rooms
- Provide guests with room keys and call for bellboy
- Take reservations over the telephone, through emails and in person
- Answer queries regarding the hotel's services, charges, dining facilities, sports facilities and travel directions
Mail Clerk at US Army (Reservist) (2000-08 – 2003-12)
2yrs), Answering, phones, Filing and paperwork handling, Receptionist (1 year), examine blast areas to determine amounts and kinds of explosive charges needed and to ensure that safety laws are observed.
- Tie specified lengths of delaying fuses into patterns in order to time sequences of explosions
- Place safety cones around blast areas to alert other workers of danger zones, and signal workers as necessary to ensure that they clear blast sites prior to explosions
- Place explosive charges in holes or other spots; then detonate explosives to demolish structures or to loosen, remove, or displace earth, rock, or other materials
- Insert, pack, and pour explosives, such as dynamite, ammonium nitrate, black powder, or slurries into blast holes; then shovel drill cuttings, admit water into boreholes, and tamp material to compact charges
