Charles Walker
Washington,DC
Summary
With a proven track record at Georgetown Suites, I excel in night audit procedures and guest relations, showcasing my hospitality service expertise. Leveraging report generation and front desk management skills, I've significantly enhanced hotel operations efficiency. My leadership in training staff and resolving customer issues confidently underlines my commitment to excellence in the hospitality industry.
Overview
6
6
years of professional experience
Work History
Lead Night Auditor
Georgetown Suites
Washington, DC
06.2022 - Current
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Provided excellent customer service to guests in all areas of hotel operations.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Promptly reported maintenance issues or safety hazards observed during shift rounds.
- Assisted with resolving customer complaints or issues in a timely manner.
- Resolved any discrepancies in billing or reservations by researching data using multiple sources including internal databases, online resources.
- Tracked income and expenses for business using accounting software.
- Issued room keys and escort instructions to bellhops.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Assessed checklist on daily basis and planned shift accordingly.
- Documented wake-up requests and set up automatic calls in system.
- Trained new staff members on proper use of computer systems and front office processes.
- Assessed data and information to check entries, calculations and billing codes for accuracy.
- Kept records of room availability and guest accounts, manually or using computers.
Night Auditor
Holiday Inn Express Hotel
Silver Spring, MD
06.2020 - 05.2022
- Maintained a secure environment for the protection of guests' property and assets.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Greeted arriving guests and checked them in to their rooms.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Arranged tours, taxis or restaurant reservations for customers.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Assessed checklist on daily basis and planned shift accordingly.
- Processed guest check-outs, including payment processing and providing receipts.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Coordinated with guest services and concierge team to meet guest needs.
- Posted incidental charges to ledgers, manually or by using computers.
Front Desk Night Auditor
America Stay
Gaithersburg, MD
02.2019 - 01.2020
- Input customer data into reservation systems and updated to reflect room changes.
- Responded quickly to emergency situations by contacting appropriate personnel immediately.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Posted incidental charges to ledgers, manually or by using computers.
- Utilized problem solving skills when confronted with difficult situations involving customers or personnel.
- Audited all accounts receivable postings to ensure accuracy of charges to guest folios.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Assisted hotel guests with check in and out procedures courteously.
Education
High School Diploma -
H.D Woodson High School
Washington, DC05-2018
Skills
- Night audit procedures
- Hotel operations
- Report generation
- Accounting
- Front desk management
- Audit compliance
- Guest relations
- Hospitality service expertise
Timeline
Lead Night Auditor
Georgetown Suites
06.2022 - Current
Night Auditor
Holiday Inn Express Hotel
06.2020 - 05.2022
Front Desk Night Auditor
America Stay
02.2019 - 01.2020
High School Diploma -
H.D Woodson High School