Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cynthia Elder

Olive Branch,MS

Summary

Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.

Overview

11
11
years of professional experience

Work History

Front Office Manager

Commonwealth Hotels
Memphis, TN
02.2019 - 09.2022
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Coached employees through day-to-day work and complex problems.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Assisted General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.

Account Manager

Crowne Plaza Memphis East
Memphis, TN
02.2014 - 02.2019
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Oversaw new business development and customer servicing.
  • Liaised between account holders and various departments.
  • Contributed to annual revenue goals by selling new services and developing new accounts.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • AP/ AR maintains financial records and assists with general day to day task with the finance department.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Expanded sales by 30% by facilitating client satisfaction and renewing customer relations.
  • Managed book of business worth $250,000 across 6 accounts.

Night Auditor

The Hotel Memphis
Memphis, TN
05.2011 - 02.2014
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
  • Reported financial data and updated financial records in ledgers and journals.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Updated customer accounts with add-on room charges, minibar use and room service bills.
  • Followed company security and check-in policies and procedures and reported suspicious activity to General Manager & Front Office Manger.
  • Reviewed daily financial statements and completed end-of-day paperwork in Opera with 100% accuracy.
  • Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera with 100% accuracy.

Education

High School Diploma -

Mattie T Blount High School
Eight Mile, AL
05.1996

Skills

  • Office Management
  • Oral and Writing Communication
  • Report Preparation and Analysis
  • Policy and Procedure Modification
  • Guest Registration
  • Team Management
  • Telephone Reservations
  • Staff Training
  • Multi-Tasking Skill
  • Professional Relationships
  • Variance Resolutions
  • Office Supplies and Inventory
  • Business Correspondence
  • Constructive Feedback
  • Corrective Actions
  • Guest Satisfaction
  • Customer Loyalty
  • Employee Timesheet Processing

Timeline

Front Office Manager

Commonwealth Hotels
02.2019 - 09.2022

Account Manager

Crowne Plaza Memphis East
02.2014 - 02.2019

Night Auditor

The Hotel Memphis
05.2011 - 02.2014

High School Diploma -

Mattie T Blount High School

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Cynthia Elder