Front Desk Agent Night Audit Manager resume example with 6+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

I have extensive experience in not just customer service but also Sales and high volume inbound call response.

  • Payment oversight
  • Tracking expenses
  • Greeting guests
  • Guest services
  • Managing reception
  • Generating reports
  • Posting charges
  • Correspondence management
  • Balancing accounts
  • Performing wake-up calls
  • Overseeing front desk
  • Reservations
  • Resolving issues
  • Checking guests in and out
  • Monitoring revenue
  • Microsoft Office
  • Conflict management
  • Analytical mastery
  • Cash transactions
  • Administrative skills
  • Hospitality services
  • Effective planning
Front Desk Agent/Night Audit Manager, 09/2016 - 10/2018
La Quinta Inn Suites City, STATE,
  • Worked with [Job title]s and [Job title]s to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Updated accounts and logs throughout shift to keep up with all requirements.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Generated daily, weekly and monthly [Type] reports to close out day and meet objectives.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Monitored reservations to track incoming parties and special events.
  • Secured guest valuables in main safe or individual boxes.
  • Completed all nightly updates to hotel rates and individual room charges.
  • Facilitated front desk operations for busy high-volume hotel.
  • Posted room charges such as food, liquor and telephone calls based on individual customer actions.
  • Created spreadsheets using [Software] and entered all financial information daily to keep critical details well-organized and accessible to appropriate staff members.
  • Maintained cleanliness of bathrooms, lobby and front desk.
  • Documented wake-up requests and set up automatic calls in system.
  • Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
  • Input customer data using [Type] software and made immediate updates to reflect room changes.
  • Volunteered to take on duties and tasks for [Job Title] and [Job Title] during peak periods or staff absences.
  • Followed facility security protocols, including [Task] and [Task] to safeguard guests and personnel.
  • Reviewed item requests and room service orders for accuracy and any needed assistance.
  • Attended all mandatory meetings for hotel staff and brought issues to attention of upper management.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
  • Managed inventory of keys and linens each day and included all necessary information on audit reports.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Assessed checklist on daily basis and planned shift accordingly.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Informed travelers of hotel security features and offered details regarding fire and emergency procedures.
  • Assisted hotel guests with check in and out procedures courteously.
Lead Generation Specialist/Sales Associate, 06/2015 - 09/2016
Harte Hanks City, STATE,

Outbound Business to Business Calls. Data infrastructure marketing and sales.

Sales Associate/Customer Service Representative, 02/2012 - 04/2015
  • Cross-trained on [Type] and [Type] roles in order to provide skilled back-up for customer-facing teams.
  • Increased customer traffic count by [Number]% and retail sales by [Number]%.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Established membership loyalty, executing flawless customer retail account management.
  • Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
  • Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Processed customer account changes, using [Software].
  • Provided excellent services for customers by following up on issues, [Action] and [Action].
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Exceeded company productivity standards [Number]% on consistent basis, handling more than [Number]% of quota each day.
  • Shared detailed information regarding [Product or Service] options to help customers make decisions.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Determined accurate prices for [Type] customer services, consistently searching for deals and best prices for customers.
  • Managed needs of [Type] customers in busy [Type] environment alongside team of [Number] customer relations professionals.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Mentored junior team members and managed employee relationships.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Answered [Number]+ inbound calls per day and directed to designated individuals or departments.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Executed [Number] outbound calls each week to existing customers, resulting in [Number]% increase in sales.
  • Kept detailed records of customer accounts, including actions taken, issues resolved and [Type] information.
  • Implemented [Software] for [Task], resulting in [Result].
  • Ranked in top [Number]% for customer satisfaction among [Number] competing [Job titles].
  • Oversaw warranty counseling process to manage expense controls.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Assessed customer needs and upsold products and services to maximize [Type] sales.
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Took special orders in person and over telephone, generating $[Amount] in additional revenue every month.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Worked with external [Type] representatives to address customer needs.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Worked with [Job title] to develop customer service improvement initiatives.
  • Maintained [Number]% accuracy rate when preparing weekly [Type] and [Type] reports for management based on data from various sources.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Developed [Number] new customer prospects or referrals each [Timeframe].
  • Consulted with customers regarding [Product or Service] needs, addressing [Type] concerns.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Excelled in exceeding daily credit card application goals.
  • Trained [Number] new employees each [Timeframe] in procedures and policies in order to maximize team performance.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Prevented key account losses by researching discrepancies for corrective action.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Interviewed customers regarding [Type] issues and reported feedback to management team.
  • Replenished shelves to maintain adequate merchandise levels.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Served needs of as many as [Number] customers per shift, including collecting payments, tracking rewards and handling customer service issues.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Upheld privacy and security requirements established by [Type] regulatory agencies.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Earned Top Seller for [Timeframe] through [Action].
  • Documented conversations with customers to track requests, problems and solutions.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Assisted approximately [Number] customers each [Timeframe] with [Product or Service] questions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
Education and Training
High School Diploma: , Expected in 05/2011
Mcneil High School - Austin, TX

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Resume Overview

School Attended

  • Mcneil High School

Job Titles Held:

  • Front Desk Agent/Night Audit Manager
  • Lead Generation Specialist/Sales Associate
  • Sales Associate/Customer Service Representative


  • High School Diploma

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