ANDREA M. WASHINGTON
Stamford,CT
Overview
22
22
years of professional experience
Work History
Front Desk Clerk-Overnight
Planet Fitness
85 Harbour Veiw
12.2025 - Current
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Process payments
- Trained new staff on front desk procedures, enhancing team performance and service quality.
- Collect past due charges
Senior Partner Advocate - Full ship Charters
ROYAL CARIBBEAN CRUISES INTERNATIONAL
Miami, Florida
12.2003 - 04.2025
- Supported Account Executives researching legal documents for new and upcoming full-ship charters
- Handled multimillion-dollar accounts by tracking payments via bank wires and direct deposits.
- Enhanced communication between international and domestic departments and executive team, fostering a sense of teamwork and collaboration.
- Working as a liaison retaining quotes from outside vendors, and other providers for service at special events during a charter program.
- Assisting in highly secured areas by the US Coast Guard, in assuring that, all of the visitors on board the vessels backgrounds reviewed and equipment is safe for traveling on-board the vessels. In some instances, would be responsible for sailing with the executive and client in order to provide assistance on-board the vessels during the events.
- Apply costs and pricing to reservations in the range of 5 to 10 million dollars records depends on the cost arranged contractual with the full ship charter client.
- Invoice Reconciliation
- Training and coaching staff on new policies and guidelines
Front Desk/Night Auditor / MOD
SHERATON RESORTS
Orlando, Florida
03.2020 - 04.2023
- Posts room charges and taxes to guest accounts.
- Act as the Manager on Duty.
- Daily emails updated AM Active Daily Revenue reports, No show reports, and MOD reports to GM & AGM along with all other department heads.
- Processes guest charges voucher and credit card vouchers.
- 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.
- Review all charges and make sure that they are assigned to the appropriate departments.
- Verify that documentary evidence and signatures support all transactions performed at the front desk, as necessary.
- Ensure that all transactions has been correctly posted and allocated in to PMS system.
- Verify that all charges posted from the POS Software, Restaurant software had reached the correct guest folios and also not missing.
- Prints up and files reservations for the next business day.
- Verify all account postings and balances
- Assisting guests efficiently, courteously and professionally at all times.
- Maintain a high level of service and hospitality.
- Effectively deal with guest concerns or issues and see all are met to satisfaction in timely manner.
- Post guest charges collect payments and follow all cash handling procedures.
- Handle guest mail and messages with respect to privacy and professionalism.
- Knowledgeable of the hotel brand and various programs (travel programs, special offers)
- Excellent communicator to various departments and management on guest comments and concerns.
- Respond quickly to incoming calls, lobby visitors and team members needing front desk assistance
Customer Service Supervisor
BURLINGTON STORES
Stratford, Connecticut
12.2019 - 11.2021
- Direct cashier coverage and customer flow at the front of lines to ensure efficient service
- Assist management team in communicating promotions and company updates
- Monitor and validate returns, exchanges, check authorizations, voids, and other transactions
- Support training for associates in the areas of customer service and company standards, policies and procedures
- Perform other tasks as assigned by manager from time-to-time
Education
Bachelor of Business - MANAGEMENT
University of Phoenix
Phoenix09.2016
Associate of Arts - Hospitality MANAGEMENT
University of Phoenix
Phoenix03.2013
Skills
- Organized major events
- Managed budgets of $500,0000
- Over 15 years varied and increasingly responsible experience in secretarial & leadership capacities
- Effective working alone and as a cooperative team leader
- Over 15 years of Call Center experience
- 17 years as a Collections reconciliation agent
- Successful in mastering new skills through hands-on experience
- Sharp, quick learner; willing to get involved
- Strength in analyzing, researching, organizing, and problem solving
- Excellent organizational and communication skills
- Computer literate in MS Word, Excel, Access and Power Point
- Remain calm and work well under demanding conditions
- Strong commitment, vision and leadership
- Highly effective in promoting a positive, productive environment
- Reputation for excellence and high quality service to clients
Timeline
Front Desk Clerk-Overnight
Planet Fitness
12.2025 - Current
Front Desk/Night Auditor / MOD
SHERATON RESORTS
03.2020 - 04.2023
Customer Service Supervisor
BURLINGTON STORES
12.2019 - 11.2021
Senior Partner Advocate - Full ship Charters
ROYAL CARIBBEAN CRUISES INTERNATIONAL
12.2003 - 04.2025
Bachelor of Business - MANAGEMENT
University of Phoenix
Associate of Arts - Hospitality MANAGEMENT
University of Phoenix