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front desk manager night auditor resume example with 13+ years of experience

Jessica Claire
, San Francisco, CA 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Skills
  • VIP guest relations
  • Check-in and check-out procedures
  • Conference and meeting planning
  • Cash handling
  • Registration processing
  • Complaint management
  • Guest services
  • Team oversight
  • Department communication streamlining
  • Hospitality service expertise
  • Problem-solving skills
  • Training and development
  • Team leadership
  • Staff management
  • Housekeeping
  • Credit and cash payments
Work History
11/2018 to 12/2019
Front Desk Manager/Night Auditor Marriott International Marina Del Rey, CA,
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions
  • Supervised front desk operations to ensure that all guests received superior customer service from hotel employees
  • Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours
  • Efficiently resolved guest complaints and ensured that issues were addressed promptly
  • Performed concierge services for guests as needed
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
  • Kept accounts in balance and ran daily reports to verify totals
  • Trained new staff on correct procedures, compliance requirements and performance strategies
  • Balanced hotel accounts at end of day
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
  • Increased customer service ratings through personable service
  • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service
  • Maintained transaction security by verifying payment cards against identification
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation
  • Verified customers' credit and established how customer would pay for accommodation. Processed customers' credit and debit cards and returned cards along with receipts to guests
  • Checked guests in out of hotel, made reservations and processed payments
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
  • Performed daily inventory for keys and linens and detailed all information in audit reports
07/2016 to 10/2018
Front Desk Manager/Night Auditor Schulte Hospitality Group Lakewood, CO,
  • Efficiently resolved guest complaints and ensured that issues were addressed promptly
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
  • Supervised front desk operations to ensure that all guests received superior customer service from hotel employees
  • Performed concierge services for guests as needed
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions
  • Balanced hotel accounts at end of day
  • Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency
  • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
  • Trained new staff on correct procedures, compliance requirements and performance strategies
  • Maintained transaction security by verifying payment cards against identification
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
  • Managed all front desk tasks, including maintenance of client records and lab data
  • Provided services efficiently and with high level of accuracy
  • Kept accounts in balance and ran daily reports to verify totals
  • Performed daily inventory for keys and linens and detailed all information in audit reports
  • Checked guests in out of hotel, made reservations and processed payments
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation
  • Verified customers' credit and established how customer would pay for accommodation. Processed customers' credit and debit cards and returned cards along with receipts to guests
  • Increased customer service ratings through personable service
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service
  • Created lasting relationships with guests that built loyalty and drove hotel revenue
  • Anticipated guests' needs and responded to all requests within reasonable amount of time
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
  • Conducted financial audits on scheduled basis
01/2012 to 08/2016
Front Desk Manager Days Inn & Suites City, STATE,
  • Supervised front desk operations to ensure that all guests received superior customer service from hotel employees
  • Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes
  • Efficiently resolved guest complaints and ensured that issues were addressed promptly
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
  • Planned coverage needs and organized services to support incoming special events
  • Performed concierge services for guests as needed
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions
  • Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
  • Collaborated with various team members to ensure guest requests were addressed appropriately and timely
  • Provided services efficiently and with high level of accuracy
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service
  • Conducted financial audits on scheduled basis
  • Maintained financial accuracy by collecting deposits, fees and payments
  • Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency
  • Performed daily inventory for keys and linens and detailed all information in audit reports
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
  • Managed all front desk tasks, including maintenance of client records and lab data
  • Verified customers' credit and established how customer would pay for accommodation. Processed customers' credit and debit cards and returned cards along with receipts to guests
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation
09/2006 to 12/2012
Front Desk Receptionist Holiday Inn & Suites City, STATE,
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
  • Updated customer accounts with add-on room charges, including minibar use and room service bills
  • Promptly answered multi-line phone system and greeted callers enthusiastically
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
  • Welcomed each new arrival pleasantly and confirmed reservations and identification
  • Confirmed relevant guest information and payment methods to prevent fraud
Education
Expected in 08/1994
Bachelor of Science: Nursing
University of South Carolina - Columbia - Columbia, SC
GPA:
Summary

Knowledgeable Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.

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Resume Overview

School Attended

  • University of South Carolina - Columbia

Job Titles Held:

  • Front Desk Manager/Night Auditor
  • Front Desk Manager/Night Auditor
  • Front Desk Manager
  • Front Desk Receptionist

Degrees

  • Bachelor of Science

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