Hotel Night Auditor at Hilton Grand Vacations (2025-01 – Present)
- Balanced nightly ledger entries and reconciled cash drawer using PMS and Excel, closing shifts with zero discrepancies.
- Audited guest folios and corrected billing errors in the property management system before morning audit handoff.
- Processed late check-ins and room assignments while communicating arrivals to morning front desk and housekeeping teams.
- Generated and distributed overnight revenue and occupancy reports to sales and operations for daily forecasting.
- Completed nightly safety inspections of public areas and reported maintenance issues to facilities for prompt repair.
- Monitored security camera feeds and logged incidents, coordinating with security to maintain guest and staff safety.
- Handled guest complaints and issued account adjustments through PMS, restoring guest satisfaction before checkout.
Front Desk Supervisor at Camp Margaritaville (2021-01 – 2024-10)
- Supervised daily check-in operations for guests, reducing average lobby wait by visible minutes.
- Reconciled daily sales and cash reports against POS records, identifying and correcting transaction discrepancies.
- Handled escalated guest billing disputes, negotiating fair adjustments that preserved guest retention.
- Developed front-desk emergency checklist aligned with property policies that shortened staff response time.
- Compiled nightly cash variance reports from POS and safe counts to isolate recurring transaction patterns.
- Processed guest group reservations in the property management system, allocating blocks and rate codes accurately.
- Managed lost-and-found inventory, documented claims, and returned high-value items to owners promptly.
- Trained new front-desk hires on PMS navigation and payment workflows using hands-on drills.
- Audited room-access logs and coordinated with security to close recurring keycard anomalies.
Guest Service Representative at Greystone Lodge on the River (2015-01 – 2018-12)
- Greeted and checked in guests at front desk using PMS during peak occupancy periods
- Resolved billing discrepancies in PMS and credit card terminals to correct guest invoices
- Coordinated room assignments with housekeeping via radio to shorten guest wait for ready rooms
- Addressed guest complaints about noise and amenities, arranging room changes or compensation per policy
- Booked room upgrades and add-ons through direct conversations, increasing ancillary revenue from walk-ins
- Prepared nightly revenue and occupancy notes for morning managers using reservation reports and spreadsheets
- Managed lost-and-found inventory, tracked items in database, and returned belongings to guests upon request
- Compiled nightly occupancy and revenue notes from reservation reports for morning management.
