Drew Gomez
Customer Service Representative
La Porte,TX
Summary
Welcoming Night Auditor with over a half of a decade of experience in customer service and financial reconciliation. Skilled at completing administrative tasks quickly with proven history of accuracy and fantastic mathematical abilities. Known for welcoming guests with positivity at all hours and quickly responding to room needs.
Overview
5
5
years of professional experience
12
12
years of post-secondary education
8
8
Certifications
Work History
Night Auditor
Woodprint Suites
La Porte, t
8 2023 - Current
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Night Auditor/Front Desk Agent
Hampton Inn and Suites
La Porte, TX
8 2023 - 1 2024
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Hotel Front Desk Manager
Hilton Home2 Suites
Pasadena, tx
01.2023 - 08.2023
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Supervised daily shift changes, ensuring smooth transitions between front desk agents.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Management of Inventory, ordering additional resources when necessary to maintain efficient operations.
- Conducted regular performance evaluations for front desk staff, identifying areas for improvement and providing constructive feedback.
Hotel Front Desk Clerk
Hampton by Hilton
10.2022 - 01.2023
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Night Auditor/Front Desk Clerk
Sonesta
04.2022 - 10.2022
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Night Auditor/Front Desk Clerk
Hilton Garden Inn Hotel
12.2020 - 04.2022
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Inventory Control Specialist
Fanatics, Inc
07.2020 - 12.2020
- Loss prevention
- Data Entry
- Comprehension and Utilization of Warehouse Numbering Systems
- Identifying and reducing shrink wherever possible
- Walking an average of twenty miles a day
- Warehouse distribution and logistics.
Security Guard
Allied Universal Security Services, Systems and Solutions
04.2020 - 07.2020
- Unarmed (Non-Commission) Security License through the state
- Identifying Safety hazards and possible Suspicious characters
- Patrolling on average fifteen miles in one day
- Creating and submitting a Daily Activity Report, through email or other correspondence
- Operation of Freight elevators and Regular elevators
- Operation of Escalators
- Practiced and implemented Controlled Access Wherever Necessary
- CPR Certified
- Monitored and utilized cctv cameras
- Gathered information and wrote incident reports as needed
- Data Entry including Uploading encrypted files through a secure network.
Loss Prevention Officer / Night Auditor
Hilton
12.2019 - 04.2020
- Data Entry
- Storing and exchanging server tapes for hotel
- Running Close out, and printing Proper reports
- Imputing information based on EDC transactions, and Credit Balancing Report
- Authorizing charges for accounts that have a high balance
- Preparing meals based on occupancy
- Imputing and calculating Tax exempt accounts based on government, non-profit, Military, and extended stay reservations
- Handling Virtual Credit Cards, and Credit Card Authorization Forms for Third-Party, and High-end Accounts
- Processing the check-in and check-out of guests
- Worked with OnQ software when performing Night audit
- Identifying Safety hazards and possible Suspicious characters
- Patrolling on average fifteen miles in one day
- Creating and submitting a Daily Activity Report, through email or other correspondence
- Practiced and implemented Controlled Access Wherever Necessary
- CPR Certified
- Monitored and utilized cctv cameras
- Gathered information and wrote incident reports as needed.
Loss Prevention Officer
Marriott Vacations Worldwide
05.2019 - 12.2019
- Identifying Safety hazards and possible Suspicious characters
- Patrolling on average fifteen miles in one day
- Creating and submitting a Daily Activity Report, through MS Shift and Email
- Operation of Freight elevators and Regular elevators
- Practiced and implemented Controlled Access Wherever Necessary
- CPR Certified
- Monitored and utilized cctv cameras
- Gathered information and wrote incident reports as needed.
Education
Associate in Science (AS) in General Studies -
Troy University
Troy, AL 05.2009 - 05.2021
Skills
Front Desk Operations
Guest services management
Guest accommodations
Office and staff streamlining
Teamwork and Collaboration
Multitasking and Organization
Night Audit Reports
Front Desk Operations
Certification
Driver's License, Present
Additional Information
I am fully vaccinated
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Hotel Front Desk Manager
Hilton Home2 Suites
01.2023 - 08.2023
Hotel Front Desk Clerk
Hampton by Hilton
10.2022 - 01.2023
Night Auditor/Front Desk Clerk
Sonesta
04.2022 - 10.2022
Night Auditor/Front Desk Clerk
Hilton Garden Inn Hotel
12.2020 - 04.2022
Inventory Control Specialist
Fanatics, Inc
07.2020 - 12.2020
Security Guard
Allied Universal Security Services, Systems and Solutions
04.2020 - 07.2020
Loss Prevention Officer / Night Auditor
Hilton
12.2019 - 04.2020
Loss Prevention Officer
Marriott Vacations Worldwide
05.2019 - 12.2019
Associate in Science (AS) in General Studies -
Troy University
05.2009 - 05.2021
Night Auditor
Woodprint Suites
8 2023 - Current
Night Auditor/Front Desk Agent
Hampton Inn and Suites
8 2023 - 1 2024
Driver's License, Present
Class D Security License (Non-Commission), 03/01/20, 03/01/22
Certified Food Safety Manager, 05/01/21, 05/01/26
ServSafe Food Handler, 05/01/21, 05/01/34
TABC, 05/01/21, 05/01/23
CPR/AED (Infant - Child - Adult), 01/01/21, 01/01/23
First Aid Certification
Guard Card
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