Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, CA

Early Childhood Education

California Nanny College
Sacramento, CA

High School Diploma -

Marysville High School
Marysville, CA
1990

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
Dena Frasl