Night Auditor

• Sep 2023 - Present

Night Auditor

• Sep 2022 - Aug 2023

Guest Service Agent

• Jun 2019 - Jan 2020

Improved rolling six months customer service scores by 5% utilizing great service. Performed breakfast host duties after completing Choice Breakfast Host certification. Audited and Reconciled Online Travel Agencies Third Party Bookings via their channels. Improved rolling six months customer service scores by 5% utilizing great service. Performed breakfast host duties after completing Choice Breakfast Host certification. Audited and Reconciled Online Travel Agencies Third Party Bookings via their channels.

Front Desk Supervisor

• Jul 2017 - Aug 2018

Streamlined direct bill process for airline lodging accounts. On-boarded and trained new Front Desk staff using best practices and tools. Managed guest surveys and social media comments using IHG corporate tools. Streamlined direct bill process for airline lodging accounts. On-boarded and trained new Front Desk staff using best practices and tools. Managed guest surveys and social media comments using IHG corporate tools.

Accounting Manager

• Mar 2017 - Jul 2017

Successfully won 94% of Credit Card Chargebacks.

Front Office Manager

• Oct 2016 - Mar 2017

Lead Front Desk to a 90% plus Overall Guest Satisfaction for March 2017.Guided team to rise in TripAdvisor rankings from #41 to #29 in four months.

General Manager

• Mar 2015 - Oct 2016

Increased Revenue Per Available Room 9.1% over eighteen months by utilizing proper software and reports. Lowered weekly Front Desk payroll cost 9.5% by covering whole or part time front desk shifts.

General Manager

• Oct 2014 - Apr 2015

Collected and brought into 60 day rolling multiple Receivable Accounts that were past 120 days delinquent.

Assistant General Manager

• Jun 2014 - Oct 2014

Produced step by step Night Audit guide written so that desk clerk with no night audit experience could run the shift.Re-imagined night audit's daily reporting worksheets to make them easier to fill out and more accurate.

Front Office Supervisor

• Sep 2013 - Jun 2014

Improved IHG Rewards Club enrollments by 5-10 a month while acting as the IHG Rewards Club Loyalty Champ.

Guest Service Agent

• Mar 2012 - Sep 2013

Trained in the ILEAD standard of Service Recovery.

Guest Service Agent

• Mar 2012 - Sep 2013

Trained on the ONQ Property Management System as well as in the Hamptionality modes of hospitality.

Front Desk Agent

• Apr 2010 - Mar 2012

Increased IHG Reward Club enrollments by 10 plus per month by providing features and benefits. Increased IHG Reward Club enrollments by 10 plus per month by providing features and benefits.

Percussion Instructor

• Jun 2008 - Aug 2011

Instructed students of all ages in multiple styles and disciplines of drum set playing, as well as instructed students on grip technique and music reading as applied to snare drum. Instructed students of all ages in multiple styles and disciplines of drum set playing, as well as instructed students on grip technique and music reading as applied to snare drum.

Sales / Tech Service Advisor

• Sep 2008 - Sep 2009

Taught in store "how to build a PC" seminars. Sold a wide range of technical products and services that the store offered. Helped Customers pick out an build their dream PC. Taught in store "how to build a PC" seminars. Sold a wide range of technical products and services that the store offered. Helped Customers pick out an build their dream PC.

Front Desk Agent

• Jan 2008 - Oct 2008

Was on the opening staff of the hotel and even checked in the first Revenue guest. Helped implement training and standards that carried on to new staff. Was on the opening staff of the hotel and even checked in the first Revenue guest. Helped implement training and standards that carried on to new staff.

Front Desk Agent/ Reservations / Night Audit

• Aug 2001 - Oct 2007

Wrote a Night Audit handbook that was utilized as a standard for Night Auditors within the Hotel. Wrote a Night Audit handbook that was utilized as a standard for Night Auditors within the Hotel.