Chawna Winn
Charlevoix,MI
Summary
Versatile hospitality professional with 31 years experience. Knowledgeable about room ratings, account balancing and report generation. Thrives in high-volume environments using multi-tasking and time management strengths. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
8
8
years of professional experience
Work History
Front Desk Night Auditor
Inn At Bay Harbor Autograph Collection
12.2019 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Performed nightly updates to room charges and rates.
- Kept accounts in balance and ran daily reports to verify totals.
- Entered and updated sensitive customer information during check-ins and room changes.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Monitored facility security for guest and personnel safety.
- Documented accounts and logs throughout shift to keep up with requirements.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Balanced hotel accounts and resolved discrepancies.
- Logged wake-up call requests and set up automatic rings in system.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Stored guest valuables in safe and individual boxes for security.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enforced policies and procedures to increase efficiency.
Restaurant Manager
Small Batch At The Cupola
10.2017 - 10.2019
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Reconciled cash and credit card transactions to maintain accurate records.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Coordinated with catering staff to deliver food services for special events and functions.
Assistant General Manager
The New York Restaurant
08.2015 - 10.2017
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Collaborated with other departments to establish productive and timely completion of projects.
- Managed budget implementations, employee evaluations, and contract details.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Education
No Degree - Business Administration And Management
Brigham Young University
Provo, UTHigh School Diploma -
Discovery Academy
Provo, UT05.1993
Skills
- Inventory Oversight
- Customer Inquiries
- Report Generation
- Payment Oversight
- Multi-Line Phone Systems
- Welcoming Guests
- Tracking Expenses
- Checking Guests In and Out
- Account Balancing
- Registration Processing
- Data Analysis
- Correspondence Management
- Accounting Processes
- Charge Posting
- Credit and Cash Payments
- Daily Transactions Review
- PMS Systems
Timeline
Front Desk Night Auditor
Inn At Bay Harbor Autograph Collection
12.2019 - Current
Restaurant Manager
Small Batch At The Cupola
10.2017 - 10.2019
Assistant General Manager
The New York Restaurant
08.2015 - 10.2017
No Degree - Business Administration And Management
Brigham Young University
High School Diploma -
Discovery Academy
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