Dena Frasl
Fort Bragg,CA
Summary
Seasoned Night Auditor/Hotel Front Desk Receptionist from Mendocino Hotel, adept in front desk operations and guest relations, excels in multitasking and problem-solving to enhance guest satisfaction. Demonstrated success in boosting efficiency and achieving a high repeat guest rate, showcasing strong work ethic and hospitality service expertise.
Overview
16
16
years of professional experience
Work History
Night Auditor/Hotel Front Desk Receptionist
Mendocino Hotel
01.2008 - Current
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
- Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Promoted additional services offered by the hotel for increased revenue generation through upselling techniques.
- Processed group bookings accurately, streamlining coordination efforts between departments involved in event planning.
- Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
- Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
- Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
- Delivered personalized services to VIP guests, ensuring they received top-notch accommodations during their stay.
- Completed late check-ins and directed guests to rooms and facilities.
Education
Early Childhood Education
Feather River College
Quincy, CAEarly Childhood Education
California Nanny College
Sacramento, CAHigh School Diploma -
Marysville High School
Marysville, CA1990
Skills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Generating Reports
- Night Audit Reports
- Punctual and Dependable
- Resolving issues
- Decision-Making
- Guest Services
- Reservations
- Guest Relations
- Office Supervision
- Time Management
- Customer Service
- Night audit procedures
- Reception Management
- Posting charges
- Credit and cash payments
- Charge posting
- Safety and security procedures
- Policy compliance
- Registration processing
- Hospitality service expertise
- Reservation Processing
- Wake-up calls
- Oral and written communications
- Audit reporting
- Lobby Housekeeping
- Clerical duties
- Mail and packages
- Drawer closing protocols
- Automated telephone systems
- Conference room set up
- Payment Processing
- Cash Handling
- Front Desk Management
- Guest Registration
- Problem-solving skills
- Phone and Email Etiquette
- Hospitality services
- Guest Reception
- POS Systems
- Data Entry
- Customer Service Management
- Computer Skills
- Word Processing
- POS System Operation
- Two-Way Radio Operation
- Nightly Audits
- Transaction Processing
- Conflict Mediation
Timeline
Night Auditor/Hotel Front Desk Receptionist
Mendocino Hotel
01.2008 - Current
Early Childhood Education
Feather River College
Early Childhood Education
California Nanny College
High School Diploma -
Marysville High School