Dina Latven
Hospitality
Santee,CA
Summary
Business-oriented hospitality professional with experience working at multiple establishments over a 20-year career. Looking to utilize well-rounded customer service and accounting skills in a night auditor role. Authorized to work in the US for any employer Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
19
19
Certifications
Work History
Night Auditor
Hyatt House
Mira Mesa, CA
07.2021 - 01.2023
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Generated and printed daily financial reports to track hotel performance.
- Entered and updated sensitive customer information during check-ins and room changes.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Coordinated with vendors for repair and maintenance of hotel.
- Stored guest valuables in safe and individual boxes for security.
Night Auditor
Days Inn
El Cajon, CA
11.2020 - 07.2021
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Generated and printed daily financial reports to track hotel performance.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
Night Auditor / Front Desk Clerk
Ramada Poway
Poway, CA
09.2017 - 04.2020
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Maintained transaction security by verifying payment cards against identification.
- Maintained clean and organized front desk areas to uphold polished company image.
Night Auditor
Dana Inn
San Diego, CA
05.2005 - 11.2006
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Generated and printed daily financial reports to track hotel performance.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored hotel's budget and financial records.
Night Auditor / Front Desk Clerk
Best Western Santee
Santee, CA
01.2004 - 12.2004
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Answered multi-line phone system and enthusiastically greeted callers.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained clean and organized front desk areas to uphold polished company image.
Night Auditor
Best Western Seven Seas
San Diego, CA
02.2002 - 04.2003
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Generated and printed daily financial reports to track hotel performance.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Night Auditor / Front Desk Clerk
Motel 6
El Cajon, CA
02.2000 - 02.2002
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Entered and updated sensitive customer information during check-ins and room changes.
- Stored guest valuables in safe and individual boxes for security.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
- Maintained transaction security by verifying payment cards against identification.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
High School Diploma -
El Cajon Valley High School
El Cajon, Ca 09.1991 - 06.1995
Skills
Registration processing
Front desk operations
Charge posting
Report generation
Bookkeeping
Account Reconciliation
Drawer closing protocols
Check-in and check-out procedures
Oral and written communications
Guest services
Safety and security procedures
Time management
Wake-up calls
Revenue monitoring
Accounting processes
Reservation processing
Credit and cash payments
Account balancing
Automated telephone systems
Mail and packages
Certification
Guest Services (10+ years) Opera (3+ years) Bookkeeping, Switchboard (10+years), Cash Handling
Timeline
Night Auditor
Hyatt House
07.2021 - 01.2023
Night Auditor
Days Inn
11.2020 - 07.2021
Night Auditor / Front Desk Clerk
Ramada Poway
09.2017 - 04.2020
Night Auditor
Dana Inn
05.2005 - 11.2006
Night Auditor / Front Desk Clerk
Best Western Santee
01.2004 - 12.2004
Night Auditor
Best Western Seven Seas
02.2002 - 04.2003
Night Auditor / Front Desk Clerk
Motel 6
02.2000 - 02.2002
High School Diploma -
El Cajon Valley High School
09.1991 - 06.1995