Crystal Foster
Houston,TX
Summary
Proven hospitality professional with a track record of enhancing guest satisfaction at Marriott International, Inc. Skilled in reservation management and adept at timely complaint resolution, consistently improving guest experiences. Excelled in account management, showcasing exceptional organizational skills. Achieved significant improvements in guest satisfaction metrics, demonstrating a commitment to excellence and a focus on results.
Overview
3
3
years of professional experience
Work History
Guest Experience Expert
Marriott International, Inc.
Houston , TX
10.2023 - Current
- Greet and assist guests, visitors, and clients in a friendly, yet professional manner, setting the tone for their overall experience.
- Provide accurate information, respond to inquiries, and resolve issues or reservations promptly and respectfully.
- Handle check-ins and check-outs efficiently, process payments, verify information, assign rooms, etc.
- Handle credit cards and cash transactions accurately, in line with established procedures, as well as ensuring proper documentation.
- Train new hires and ensure all employees are following brand standards, and are able to pass all BSA audits.
- Balance the house, complete all reports of the day, and meet all sales and sell out.
- Communicate with sales and groups in-house, and set all payments to master accounts.
- Answer incoming calls, transfer calls to their proper department or personnel, and take messages.
- Ensure that room availability and rate information are updated to reflect accurate booking and pricing.
Night Auditor
Sonesta ES Suites
San Antonio, TX
10.2022 - 05.2023
- Check guests in and out of the hotel, and handle reservations.
- Post and balance charges for rooms, food, liquor, or telephone calls to ledgers manually or using computers.
- Perform accounting duties such as reviewing, balancing, and compiling the daily financial transactions of the hotel.
- Prepare daily reports of the day, and balance all house transactions.
- Resolve guest complaints effectively and in a timely manner, and call in the maintenance crew for repairs needed to be done for guest rooms.
- Handle cash transactions, and process all credit card payments for all balances.
- Perform security walks of the hotel property to ensure the safety of guests, and employees.
- Respond to emergencies, and notify the appropriate authorities if necessary.
- Excellent communication and organizational skills.
Night Auditor
Marriott International, Inc.
Boerne, TX
12.2021 - 10.2022
- Check guests in and out of the hotel, and handle reservations.
- Post and balance charges for rooms, food, liquor, or telephone calls to ledgers manually or using computers.
- Perform accounting duties such as reviewing, balancing, and compiling the daily financial transactions of the hotel.
- Prepare daily reports of the day, and balance all house transactions.
- Resolve guest complaints effectively and in a timely manner, and call in the maintenance crew for repairs needed to be done for guest rooms.
- Handle cash transactions, and process all credit card payments for all balances.
- Perform security walks of the hotel property to ensure the safety of guests, and employees.
- Respond to emergencies and notify the appropriate authorities if necessary.
- Excellent communication and organizational skills.
Education
High School Diploma -
Homer Hana High School
Brownsville, TX06-2015
Skills
- Guest satisfaction focus
- Timely complaint resolution
- Reservation management
- Guest complaint resolution
- Account management
- Calendar management
- Bank accounting
Timeline
Guest Experience Expert
Marriott International, Inc.
10.2023 - Current
Night Auditor
Sonesta ES Suites
10.2022 - 05.2023
Night Auditor
Marriott International, Inc.
12.2021 - 10.2022
High School Diploma -
Homer Hana High School
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