Summary
Overview
Work History
Education
Skills
Timeline
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Ashley De Los Santos

Ashley De Los Santos

Flagstaff,AZ

Summary

Experienced with financial reconciliation and guest service management. Utilizes auditing skills to ensure accurate and timely financial reporting. Track record of maintaining data integrity and enhancing guest satisfaction through effective problem-solving and communication.

Professional hospitality worker with strong track record in financial accuracy and guest relations. Efficiently managed nightly financial tasks and ensured seamless transitions between shifts. Valued for reliability, adaptability, and collaboration with team members to achieve consistent results.

Deadline-driven Night Auditor offering 2-year career history of reliability and quality performance. Operates well in busy environments and maintains calm under pressure. Meticulous eye for detail and personable demeanor.

Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.

Experienced with managing reservations and providing top-tier customer service. Utilizes effective communication and problem-solving skills to address booking inquiries and resolve issues. Track record of ensuring customer satisfaction through attentive and efficient service.

Professional in customer service with significant experience in managing reservations and providing excellent support. Strong focus on team collaboration and delivering results, adaptable to changing needs, and reliable in all situations. Skilled in communication, organization, and problem-solving, with keen ability to ensure efficient and accurate reservation processes. Employers value leadership, dependability, and proactive approach.

Overview

6
6
years of professional experience

Work History

Night Auditor

Four Queens Hotel And Casino
07.2023 - 07.2025
  • Conducted nightly financial audits to ensure accurate reporting and compliance with company policies.
  • Processed guest check-ins and check-outs efficiently, enhancing overall customer satisfaction.
  • Managed cash handling procedures, ensuring secure transactions and accurate cash balances.
  • Assisted in resolving guest inquiries and issues promptly, fostering a positive hotel experience.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
  • Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Assisted in inventory management and supply ordering for front desk, ensuring preparedness and operational efficiency.
  • Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
  • Contributed to team meetings with insights on night operations, fostering continuous improvement.
  • Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
  • Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
  • Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Looked over pending check-ins and payment processes to complete closing procedures.

Call Center Agent

Golden Nugget Hotels & Casino
05.2022 - 05.2023
  • Delivered exceptional customer service by resolving inquiries and complaints efficiently.
  • Utilized CRM software to track customer interactions and ensure accurate documentation.
  • Collaborated with team members to enhance communication strategies and improve service delivery.
  • Adapted quickly to new systems and processes, maintaining high levels of productivity in dynamic environment.
  • Analyzed customer feedback to identify areas for service improvement, enhancing overall satisfaction ratings.
  • Maintained up-to-date knowledge of product offerings to provide accurate information to customers.
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.
  • Addressed customer account discrepancies and concerns.
  • Maintained up-to-date knowledge of product and service changes.

Call Center Agent

Edgewater Hotel & Casino
10.2020 - 05.2022
  • Streamlined call handling procedures, reducing wait times for customers through effective time management.
  • Provided training support for new agents, sharing best practices for effective customer engagement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Balanced competing priorities under pressure without compromising the quality of service provided.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Reservation Agent

Don Laughlin's Riverside Resort Hotel and Casino
04.2019 - 10.2020
  • Managed customer inquiries and reservations using industry-specific software.
  • Enhanced guest experience by providing tailored recommendations and solutions.
  • Coordinated with hotel staff to ensure seamless reservation processes.
  • Resolved booking discrepancies promptly to maintain customer satisfaction.
  • Trained new team members on reservation systems and best practices.
  • Monitored inventory of rooms and rates to optimize occupancy strategies.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Handled billing information over phone.
  • Worked closely with front desk to achieve full occupancy of property.
  • Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
  • Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
  • Reduced booking errors by introducing double-check system before finalizing reservations.
  • Assisted in developing marketing materials for promotional offers, attracting larger customer base.

Education

Associate of Science - Early Childhood Education

Post University
Waterbury, CT
11-2024

Associate of Science - Child Studies

Post University
Waterbury, CT
05-2027

High School Diploma -

North Hollywood High School
North Hollywood, CA
06-2018

Skills

  • Front desk operations
  • Multitasking and organization
  • Problem-solving
  • Strong work ethic
  • Resolving issues
  • Teamwork and collaboration
  • Decision-making
  • Time management
  • Customer service
  • Teamwork orientation
  • Safety and security procedures
  • Team collaboration
  • Microsoft office
  • Critical thinking

Timeline

Night Auditor

Four Queens Hotel And Casino
07.2023 - 07.2025

Call Center Agent

Golden Nugget Hotels & Casino
05.2022 - 05.2023

Call Center Agent

Edgewater Hotel & Casino
10.2020 - 05.2022

Reservation Agent

Don Laughlin's Riverside Resort Hotel and Casino
04.2019 - 10.2020

Associate of Science - Early Childhood Education

Post University

Associate of Science - Child Studies

Post University

High School Diploma -

North Hollywood High School