Dwayne Demena
Tehachapi,CA
Summary
Experienced and dedicated customer service professional with a strong track record. Thrives in a team environment, bringing a positive and outgoing demeanor to establish rapport with clients. Committed to maintaining high levels of customer satisfaction and contributing to the overall success of the company. Specializes in optimizing quality, speed, and processes. Known for being articulate, energetic, and results-oriented, with a genuine passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
7
7
years of professional experience
Work History
Night Auditor
Holiday Inn Express Hotel
01.2025 - 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.
- Implemented marketing and promotional initiatives to increase occupancy.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Prepared reports on guest satisfaction levels and other metrics.
- Monitored hotel's budget and financial records.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Homewood Suites by Hilton
Hilton Hotel
04.2021 - 01.2023
- 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.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- 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.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
Night Auditor
Home2suit by Hilton’s
06.2020 - 06.2021
- 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.
Night Auditor
Super 8 Hotel
04.2018 - 04.2020
- Marked discrepancies promptly after conducting end-of-day financial review.
- Kept accounts in balance and ran daily reports to verify totals.
- Ensured efficient response to any changes in guest needs.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Worked consistently with colleagues to manage guest services across check-in and check-out stages.
Education
High School Diploma -
Desert Sands Charter High School
Lancaster, CA06.2013
Skills
- Customer Service-Oriented
- Records Management
- Computer Proficiency
- Reliable and Punctual
- Documentation and Reporting
- Multitasking and Prioritization
- Positive Attitude and Energetic
- Courteous and Professional
- Attention to Detail
- Data Entry and Database Software
- Microsoft Office Suite
- Verbal and Written Communication
- Equipment Troubleshooting
Timeline
Night Auditor
Holiday Inn Express Hotel
01.2025 - Current
Homewood Suites by Hilton
Hilton Hotel
04.2021 - 01.2023
Night Auditor
Home2suit by Hilton’s
06.2020 - 06.2021
Night Auditor
Super 8 Hotel
04.2018 - 04.2020
High School Diploma -
Desert Sands Charter High School
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