Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Work Preference
Languages
Timeline
AdministrativeAssistant

AUDIS JOSEPH

PHOENIX,USA

Summary

Experienced professional in domestic and international hotels seeking senior-level position to inspire and educate others. Proficient in front office operations, staff recruitment and training, sales maintenance, billing processes, renovations, and pre-opening tasks.

Highly organized Front Desk Receptionist with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.

Overview

18
18
years of professional experience

Work History

Front Desk Receptionist

Springhill Suites By Marriott
05.2024 - Current
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Organized, maintained and updated information in computer databases.
  • Collected [Type] payments, processed transactions and updated relevant records.

Assistant Front Office Manager

Hilton Tapatio Cliff Resort
05.2022 - 10.2023
  • Manage the FPG (upselling program)
  • Created check-list for Front Desk agents (AM, PM, Night Audit and PBX and Bell Desk)
  • Order Front Office Supplies and Uniforms
  • Created Training Guide for New Hires/ Trained New Hires
  • Conduct Interviews
  • Respond to SALT Surveys, Guest Assistance and Medallia
  • Ensure all staff are answering KIPSU Messages
  • Worked closely with Events, Sales/Reservations on Group Arrivals, VIPS
  • Assist Front Desk with check-ins/outs, reservations, etc.
  • Review Group Resumes and double check billing
  • Monitor late cancels and process charges
  • Conduct Coach/Counseling, Monitor and track agents attendance
  • Work closely with Housekeeping on room status, Prop Ops on work order issues
  • Ensure the Front Office Team are following protocol and always at their best

Front Desk Supervisor

Springhill Suites & Courtyard by Marriott
04.2018 - 12.2021
  • Manager on Duty at Nights
  • MANAGE THE MARKET PLACE
  • ENSURE THE STAFF IS FOLLOWING HOTEL POLICIES AND PROCEDURES
  • MANAGE THE HOTEL LOBBY
  • HANDLE ANY GUESTS COMPLAINTS THAT MAY ARISE
  • HANDLE RESERVATION CALLS
  • CONDUCT HOTEL TOURS WHEN NEEDED

Group Reservations Coordinator

DoubleTree Resort by Hilton
03.2015 - 09.2017
  • BUILD GROUP BLOCKS IN R&I AND MANAGE THEM. BUILD LOCAL SRPS AND E-EVENT SETUPS
  • HOST GROUP PICKUP MEETINGS WITH THE CSMS AND SALES MANAGERS WEEKLY. GENERATE THE GROUP PICK-UP REPORT TWICE A WEEK, EMAIL THE CUTOFFS FOR THE GROUPS.
  • MONITOR THE LATE CANCELS AND CANCELLATIONS AND PROCESS THE CHARGES. ON A WEEKLY BASIS PRESENT THE FOM AND GM A SPREADSHEET OF THE CANCELLATIONS
  • DAILY ENTERING OF ACTUALS IN THE REVENUE FORECAST AND CROSS CHECK DAILY WITH FMS ON DAILY TOTALS
  • DAILY ANSWERING OF EMAILS FROM CLIENTS AND GUESTS INQUIRING ON EXTENDED STAY RATES AND PROVIDE ROOMING LISTS AND PICKUP REPORTS
  • REVIEW RESUMES AND DOUBLE CHECK PRIOR TO GROUP ARRIVAL
  • BUILD LOCAL RATE PLANS IN R&I
  • BUILD PACKAGES IN ONQ

GSA/Night Auditor

Hampton Inn-Chelsea
06.2014 - 11.2014
  • DAILY PROCESSING OF ALL SHIFT WORK
  • ASSIST GUESTS AS NEEDED
  • PASS ON ANY INFORMATION THAT OCCURRED THROUGHOUT THE NIGHT.
  • WORK CLOSELY WITH SECURITY ENSURING OUR GUEST SAFETY
  • AUDIT DROPS
  • COMPLETE ANY TASKS THAT IS REQUESTED BY THE GM

Assistant Front Office Manager

Lancaster Marriott & Convention Center
10.2010 - 04.2013
  • ASSISTED THE FRONT OFFICE MANAGER IN ENSURING THE HOTEL POLICIES AND PROCEDURES ARE FOLLOWED BY THE WHOLE FRONT OFFICE TEAM WHICH INCLUDES BELL DESK, AT YOUR SERVICE, CONCIERGE AND FRONT DESK. ACTED AS MANAGER ON DUTY AT NIGHT ENSURING ALL DEPARTMENTS ARE RUNNING SMOOTHLY AS WELL AS RESOLVE ANY GUESTS OR EMPLOYEE ISSUES.
  • ASSISTED THE SECURITY AND ENGINEERING DEPARTMENT IN IMPLEMENTING AND MAINTAINING EMERGENCY PROCEDURES THROUGHOUT THE 299 ROOMS' HOTEL AND CONVENTION CENTER THAT WAS LOCATED IN THE HEART OF DOWNTOWN.
  • PERFORMED DAILY CHECKS ON ROOM INVENTORY AND ASSIST THE DIRECTOR OF REVENUE WITH THE BLOCKING OF VIPS, GROUPS AND MARRIOTT REWARDS MEMBERS. ALSO DOUBLE CHECK THE 3RD BILLING PARTIES WERE PROPERLY BILLED.
  • PERFORMED ASPECTS OF HUMAN RESOURCES AND TRAINING FUNCTIONS INCLUDING COACHING AND COUNSELING. PERFORMED CONTINUOUS TRAINING WITH THE FRONT OFFICE STAFF. WORKED ON BOTH PAYROLL AND SCHEDULING TO MEET EXPECTED FORECASTED BUDGETS.
  • MANAGED INTER-DEPARTMENTAL RELATIONSHIPS BETWEEN FRONT DESK AND SALES & MARKETING, HOUSEKEEPING, FOOD & BEVERAGE, CONFERENCE PLANNING AND OTHER DEPARTMENTS TO ENSURE SMOOTH FLOW OF GUEST SERVICES.

Reservations Manager

Ocean Edge Resort and Golf Club
11.2008 - 10.2010
  • OVERSAW THE EFFICIENT OPERATION OF THE RESERVATIONS DEPARTMENT IN THE SELLING OF GUEST ROOMS TO ACCOMMODATE GUEST NEEDS AND MAXIMIZE HOTEL REVENUE AND OCCUPANCY ON ONE OF THE LARGEST RESORT ON CAPE COD WHICH CONSISTED OF 335 ROOMS, 700 PRIVATE CONDOMINIUMS LOCATED ON OVER 429 ACRES OF LAND.
  • CREATED AND IMPLEMENTED JOB DESCRIPTIONS, TRAINING & STANDARD OPERATING PROCEDURE MANUALS FOR RESERVATIONS AND FRONT DESK. ALSO INTERVIEWED, TRAIN AND SUPERVISED THE RESERVATION AGENTS AS WELL AS CONDUCT ANNUAL REVIEWS. MONITOR THE CALL TRACKING OF EACH AGENT IN ORDER TO PRODUCE FINANCIAL REPORTS ACCURATELY AND TIMELY.
  • MAINTAINED AN ORGANIZED AND COMPREHENSIVE FILING SYSTEM WITH DOCUMENTATION OF PURCHASES, VOUCHERING, SCHEDULES, FORECASTS REPORTS AND TRACKING LOGS. ANALYZE REPORTS TO UNDERSTAND FUTURE DEMAND FORECAST AND PAST TRENDS. MONITOR SELLING STATUS OF HOUSE DAILY, I.E. FLASH REPORTS, ALLOWANCES, ETC. PERFORMED ALL MONTHLY RECONCILIATION AND DIRECT BILL TO WHOLESALE TOUR & TRAVEL AND ONLINE TRAVEL AGENCIES WITH DIRECT CONTRACTS. PROCESSED 3RD PARTY BOOKINGS AND FIT BOOKINGS AND CONTRACTS. MONITORED AND ANALYZED HOTEL INVENTORY AND ASSIST IN MONITORING ALL DISTRIBUTION CHANNELS TO ENSURE EFFECTIVE SELLING.
  • WORKED CLOSELY WITH THE SALES DEPARTMENT TO ENSURE CUT-OFF DATES ARE MET AND RESTRICTIONS ARE UPDATED. PROCESS AND HANDLED GROUP ROOMING LISTS, GROUP MASTER ACCOUNTS, TRANSIENT AND EMPLOYEE RESERVATION REQUESTS.
  • WORKED WITH THE GM ON VIP BOOKINGS, GIFT CERTIFICATES AND VOUCHERS. FOCUSED ON THE FRONT OFFICE AND RESERVATIONS DEPARTMENT ON THEIR ROLE IN CONTRIBUTING TO THE MEDALLIA GUEST SERVICE SCORES.
  • RESPONSIBLE FOR MANAGING LABOR PRODUCTIVITY AND DEPARTMENTAL CHECKBOOK FOR THE RESERVATIONS DEPARTMENT AS WELL AS MAKING CUTS IN MONTHS WHEN BUSINESS DID NOT MEET PROJECTED REVENUES.

Assistant Front Office Manager

Jury's Doyle Hotel
06.2008 - 11.2008
  • Company Overview: UPSCALE BOUTIQUE HOTEL LOCATED IN DUPONT CIRCLE, THE HEART OF WASHINGTON DC DOWNTOWN
  • OVERSAW THE FRONT OFFICE TEAM IN THIS UPSCALE BOUTIQUE HOTEL LOCATED IN DUPONT CIRCLE, THE HEART OF WASHINGTON DC DOWNTOWN. HOTEL CLOSED DOWN FOR 6 MONTHS FOR RENOVATION
  • PARTICIPATED IN THE MOD SHIFTS ENSURING THE STAFF IS PROPERLY ATTENDING TO GUESTS NEEDS AND SOLVING ISSUES EFFECTIVELY. DAILY INVENTORY BALANCING AND COACHING/COUNSELING OF TEAM MEMBERS.
  • ROUTINE CHECK OF LOBBY AND SURROUNDING AREAS MAKING SURE IT'S IN PERFECT CONDITION
  • UPSCALE BOUTIQUE HOTEL LOCATED IN DUPONT CIRCLE, THE HEART OF WASHINGTON DC DOWNTOWN

Front Office Manager

Hilton Eugene & Conference Center
01.2007 - 12.2007
  • SERVED AS AN EXECUTIVE COMMITTEE MEMBER AND MET WEEKLY TO DEVISE STRATEGIC PLANS ON EXECUTING COMPANY MISSION STATEMENTS. CREATED AND IMPLEMENTED JOB DESCRIPTIONS, TRAINING & STANDARD OPERATING PROCEDURE MANUALS FOR THE FRONT OFFICE. ALSO INTERVIEWED, TRAIN AND SUPERVISED THE FRONT DESK AGENTS AS WELL AS CONDUCT ANNUAL REVIEWS. RESPONSIBLE FOR MANAGING LABOR PRODUCTIVITY AND DEPARTMENTAL CHECKBOOK FOR THE RESERVATIONS DEPARTMENT AS WELL AS MAKING CUTS IN MONTHS WHEN BUSINESS DID NOT MEET PROJECTED REVENUES. PERFORMED QUALITY ASSURANCE INSPECTIONS OF ROOMS AND GROUNDS.
  • OVERSAW AND ENSURED THE EFFICIENT OPERATION OF THE FRONT OFFICE DEPARTMENT WHICH INCLUDES, CONCIERGE, BELL STAFF, FRONT DESK, PBX AND VALET. ENSURE STAFFING IS MAINTAINED AT AN APPROPRIATE LEVEL TO MATCH BUSINESS DEMAND. FOCUSED ON THE FRONT OFFICE DEPARTMENT ON THEIR ROLE IN CONTRIBUTING TO THE MEDALLIA GUEST SERVICE SCORES. INCREASE THE GSS SCORES FROM LOW 70'S TO UPPER 90'S WITHIN 6 MONTHS.
  • RESPONSIBLE FOR IMPROVING AND MAINTAINING ALL ROOM DIVISION GUEST SATISFACTION SCORES. RESPOND TO ALL GUEST REQUESTS, PROBLEMS, COMPLAINT AND ACCIDENTS ARISING IN PERSON OR THROUGH RESERVATIONS, COMMENT CARDS, LETTERS OR PHONE CALLS. FOLLOWED UP TO ENSURE GUEST SATISFACTION. COMPILED AND MAINTAIN THE DAILY MANAGER ON DUTY REPORT. VERY EFFECTIVE IN LISTENING, UNDERSTANDING, CLARIFYING AND RESOLVING THE CONCERNS AND ISSUES RAISED BY CO-WORKERS. PERSONALLY WELCOME GUESTS ON VIP CATEGORIES AS WELL AS REPEAT GUESTS; RECOGNIZE AND ANTICIPATE THEIR INDIVIDUAL NEEDS.

Education

BACHELOR OF ARTS - COMMUNICATIONS ARTS

ST.THOMAS UNIVERSITY

Skills

  • Advanced Excel skills
  • MICROSOFT OFFICE
  • MARSHA
  • RICHIE
  • FIDELIO
  • OUTLOOK
  • SYSTEM 21
  • POWERPOINT
  • OPERA
  • ONQ
  • GUESTWARE
  • PMS
  • VISUAL ONE
  • ADP
  • DELPHI
  • CI/TY
  • SYNXIS
  • ONQ RATE & INVENTORY
  • CITRIX XEN APP
  • FMS
  • FOSSE
  • ULTIPRO
  • KIPSU
  • SYNERGYEDUCATION
  • Mail distribution
  • Departmental support
  • Correspondence drafting
  • Correspondence typing
  • Spreadsheet tracking
  • Calendar management

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteHybrid

Important To Me

Career advancementWork-life balanceFlexible work hoursHealthcare benefitsPaid time off401k matchPaid sick leave

Languages

English
Full Professional

Timeline

Front Desk Receptionist

Springhill Suites By Marriott
05.2024 - Current

Assistant Front Office Manager

Hilton Tapatio Cliff Resort
05.2022 - 10.2023

Front Desk Supervisor

Springhill Suites & Courtyard by Marriott
04.2018 - 12.2021

Group Reservations Coordinator

DoubleTree Resort by Hilton
03.2015 - 09.2017

GSA/Night Auditor

Hampton Inn-Chelsea
06.2014 - 11.2014

Assistant Front Office Manager

Lancaster Marriott & Convention Center
10.2010 - 04.2013

Reservations Manager

Ocean Edge Resort and Golf Club
11.2008 - 10.2010

Assistant Front Office Manager

Jury's Doyle Hotel
06.2008 - 11.2008

Front Office Manager

Hilton Eugene & Conference Center
01.2007 - 12.2007

BACHELOR OF ARTS - COMMUNICATIONS ARTS

ST.THOMAS UNIVERSITY

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