Experience

Marriott Wardman Park Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Guest Service Representative

  • Feb 2019 - Present

  * Organize, confirm and process guest check ins/outs and adapt for any changes. * Secure payments, verifying and adjusting billing as needed. * Provide guests with room and hotel information, directions, amenities and local interests. * Run daily reports, reviewing to see what needs to be communicated to the next shifts staff. * Complete cashier and closing reports, counting the bank at the end of each shift securely. * Accept and record wake up calls, delivering to the right department. * Communicate any emergency, lost items or theft to proper security staff and/or authorities. * Keep contingency lists in case of emergency and communicate any necessary messages. * Operate in a fast past environment with a team working to assist guest amount of 500 to 5,000 people on a daily basis. Show less



Residence Inn Arlington Courthouse

• United States
• Hospitality

• Front Office Supervisor

  • Apr 2017 - Mar 2019

  * Check In/ Check out hotel guests courteously and efficiently using FOSSE.* Communicate new policies with staff. Monitor, maintain and improve guest service scores.*Answer guest issues and concerns in a timely manner in person, over the phone and via email.* Verify and calculate staff cash and check deposits daily. Prepare and deposit all cash and check transactions. * Process all payments according to hotel market place in purchase order system.* Balance and reconcile hotel revenue to provide accurate income earned for the corporate office. * Create weekly front desk schedules, rotating daily and weekly (for availability had to be flexible).* Monitor and distributes incoming mail, packages, credit card authorizations, emails & outgoing correspondence. * Created a training guide to implement for new employees to aid in successful training.* Handle room block inquiries including: site tours, negotiating rates, creating blocks, communicating information with guest. Show less

• Night Auditor

  • Sep 2015 - Mar 2019

  * Post room charges and taxes to guest accounts. Post charges to the guest accounts that have not been posted or were incurred on the night audit shift. * Transfer charges and deposits to master accounts. * Verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS systems. * Monitor the current status of coupons, discounts and other promotional programs.* Function as a front desk agent especially in terms of check in and check out procedures.* Track room revenues, occupancy percentages and other front office statistics.* Prepare a summary of cash, checks, and credit card activities.* Summarizes results of operations for management.* Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information. * Prepare of end of day procedure. Follow the end of the day/ night audit checklist.* Understand principles of auditing, balancing and closing our accounts.* Respond to guest needs, special requests and complaints and alert the appropriate managers as needed. Show less

• Guest Service Representative

  • Apr 2014 - Apr 2017

  * Assist colleagues with arrivals and departures from hotels, while providing positive guests experience.* Greet guest immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as local attractions. * Complete the registration process by imputing and retrieving information from FOSSE system.* Confirming pertinent information including number of guest and room rate. Promote Marriott Rewards, Make appropriate selections of rooms based on guest needs. Code electronic keys.* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and assigned house bank. Post charges to guest rooms and house accounts using the computer. * Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, packages and facsimiles for guest as requested. * Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. * Field guest complaints conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning. * Remain calm and alert especially during emergency situations and heavy hotel activity. Show less



Volunteers of America

• Non-profit Organizations
• 700 & Above Employee

• Direct Support Professional

  • Aug 2012 - Jun 2014

  * Provides support as necessary to ensure needs as identified by the inter- disciplinary team are met. * Communicates and coordinates with families, members of the (idt), the consumer's day program and other providers of services and supports as necessary and appropriate. * Instructs, supports and participates in performing household tasks with individuals such as cleaning, preparing meals, planning household budgets, food shopping, ect. * Assists individuals to develop daily living skills by identifying and meeting social, environmental and health care needs. Show less