C Payne
Philo,IL
Summary
Proven Hotel Night Auditor and Maintenance Engineer with a track record of enhancing guest satisfaction and streamlining operations at Homewood Suites by Hilton Champaign, IL. Experienced with Microsoft Office and guest relations, balancing transactions. and fostering teamwork. Achieved significant improvements in efficiency and guest service quality, demonstrating strong analytical thinking and problem-solving skills. Experienced with financial reporting, guest services, and nighttime operations. Uses problem-solving skills to resolve guest issues efficiently. Track record of maintaining accurate records and ensuring smooth overnight shifts.
Overview
12
12
years of professional experience
Work History
Hotel Night Auditor
Homewood Suites by Hilton Champaign, IL
12.2014 - Current
- Balanced hotel accounts and resolved discrepancies.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.
- Performed nightly updates to room charges and rates.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
- Conducted regular inventory checks on supplies necessary for front desk operations, placing reorders when needed to prevent shortages that could impact service quality.
- Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
- Maximized room occupancy rates during peak seasons by identifying available rooms and updating reservation system accordingly.
- Promoted a safe work environment through adherence to safety protocols and proper handling of emergency situations as needed.
- Supported the training and onboarding of new hires to ensure they were well-equipped to handle hotel night audit tasks.
- Facilitated smooth communication between departments by acting as the primary point of contact during overnight hours for timely issue resolution.
- Supported overall hotel operations by performing ad-hoc administrative tasks during slower periods on the night shift.
- Boosted team performance through regular feedback sessions and providing constructive criticism for improvement in night audit procedures.
- Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
- Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- 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.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Implemented marketing and promotional initiatives to increase occupancy.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored staff performance and provided feedback and guidance.
- Monitored hotel's budget and financial records.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Coordinated with vendors for repair and maintenance of hotel.
- Prepared reports on guest satisfaction levels and other metrics.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Generated and printed daily financial reports to track hotel performance.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Hotel Maintenance Engineer
Hilton Garden Inn
11.2012 - 11.2014
- Followed routine maintenance checklist.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Followed safety precautions to avoid personal injury and provide safe work environment.
- Enhanced safety in the workplace by addressing potential hazards and maintaining a clean work environment.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Increased team productivity through effective communication and collaboration on maintenance tasks.
- Improved equipment efficiency by conducting regular preventive maintenance and repairs.
- Provided facility inspection and maintenance to achieve superior levels of cleanliness and upkeep.
- Collaborated with other departments to address cross-functional maintenance needs effectively.
- Achieved timely completion of repair projects by prioritizing tasks based on urgency and impact on operations.
- Solved complex mechanical problems using critical thinking skills and extensive knowledge of tools, materials, and techniques.
- Fostered a positive work environment by providing training and guidance for junior crew members as needed.
- Supported facility upgrades by assisting with installation and commissioning of new equipment.
- Assisted with emergency repairs during off-hours ensuring minimal disruption to operations.
- Oversaw use and maintenance of machines such as lights and fans and plumbing, hydraulic, electrical and pneumatic systems.
- Maintained restroom functionality by repairing leaking faucets, clogged toilets, and other equipment.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Installed new locks, door handles, and door closers.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Safely and effectively handled wide range of cleaning products and solutions.
- Positively engaged with customers and maintained professional appearance as company representative.
- Performed preventive maintenance and repairs on various types of equipment.
- Executed tasks within time and budget constraints.
- Replaced worn or broken parts on machines and equipment.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Utilized variety of tools and test equipment to troubleshoot and diagnose equipment malfunctions.
- Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
- Repaired and replaced pumps, valves and motors.
- Detected and repaired machinery faults using electrical and manual testing methods.
- Inspected, tested and adjusted mechanical and electrical systems to facilitate proper functioning.
- Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
- Rewired and replaced faulty electrical components in equipment.
- Diagnosed and repaired complex mechanical and electrical systems.
- Installed and maintained plumbing and HVAC systems.
- Completed preventive maintenance on machines to enhance production and maintain quality.
Education
High School Diploma -
Unity HS And Payne School
Tolono And Philo ILSkills
- Microsoft Office
- Accounting knowledge
- Guest Relations
- Property Management Systems
- Reservation Management
- Problem-Solving
- Night Audit Reports
- Punctual and Dependable
- Strong Work Ethic
- Audit Procedures
- Teamwork and Collaboration
- Customer Service
- End-of-Day Processes
- Time Management
- Balancing Transactions
- Multitasking and Organization
- Front Desk Operations
- Bank Reconciliation
- Resolving issues
- Decision-Making
- Credit and cash payments
- Guest Services
- Training and mentoring
- Complaints Management
- Property Management
- Office Supervision
- Posting charges
- Safety and security procedures
- Hospitality service expertise
- Occupancy Rates Analysis
- Analytical Thinking
- Oral and written communications
- Account Reconciliation
- Staff Training
- Ledger Updates
- Complaint resolution
- Processing Registrations
- Reception Management
- Clerical duties
- Daily transactions review
- Generating Reports
- Administrative Support
- Account Balancing
- Wake-up calls
- Policy compliance
- Financial Reporting
- Facility Maintenance Monitoring
- Records Management
- Reservations
- Shift Scheduling
- Daily Reporting
- Registration processing
- Recordkeeping
- Performance Tracking
- Supply Replenishment
- Reservation Processing
- Drawer closing protocols
- Reporting capabilities
- Report Generation
- Account closing
- Revenue balancing
- Checking guests in and out
- Conflict/issue documentation
- Concierge assistance
- Light maintenance duties
- Overseeing front desk
- Problem-solving skills
- Attention to Detail
Timeline
Hotel Night Auditor
Homewood Suites by Hilton Champaign, IL
12.2014 - Current
Hotel Maintenance Engineer
Hilton Garden Inn
11.2012 - 11.2014
High School Diploma -
Unity HS And Payne School
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