Janice Epps
Clayton,NC
Summary
Capable night auditor with know how to help customers in various situations. Enjoys working closely with peers to provide positive guest experience. Extensive experience as night auditor position in busy and successful resort settings.
Overview
16
16
years of professional experience
Work History
Night Auditor
Sonata ES Suites
10.2021 - 02.2022
- 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.
- Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
- Addressed any discrepancies in financial records swiftly to maintain accurate accounting practices within the hotel.
Front Desk Supervisor
Hyatt Place Arlington Courthouse
08.2021 - 11.2021
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Night Auditor Supervisor
Hyatthouse Sterling/Dulles Airport North
09.2014 - 06.2020
- Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
- Addressed any discrepancies in financial records swiftly to maintain accurate accounting practices within the hotel.
- Contributed to the development of training materials for new night auditors, ensuring a consistent approach to onboarding across the team.
Front Desk Agent
Hyatt Place Herndon Dulles East
06.2019 - 09.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Front Desk Supervisor
Hyatt Place Chantilly Dulles South
07.2018 - 09.2019
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Front Desk Agent
Hyatt Place Sterling/Dulles Airport North
05.2013 - 06.2018
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Front Desk Agent
Marriott Courtyard
03.2006 - 02.2013
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Education
High School Diploma -
External Diploma Program
Sterling,VA07.2013
Skills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Night Audit Reports
- Generating Reports
- Punctual and Dependable
- End-of-Day Processes
- Balancing Transactions
Timeline
Night Auditor
Sonata ES Suites
10.2021 - 02.2022
Front Desk Supervisor
Hyatt Place Arlington Courthouse
08.2021 - 11.2021
Front Desk Agent
Hyatt Place Herndon Dulles East
06.2019 - 09.2019
Front Desk Supervisor
Hyatt Place Chantilly Dulles South
07.2018 - 09.2019
Night Auditor Supervisor
Hyatthouse Sterling/Dulles Airport North
09.2014 - 06.2020
Front Desk Agent
Hyatt Place Sterling/Dulles Airport North
05.2013 - 06.2018
Front Desk Agent
Marriott Courtyard
03.2006 - 02.2013
High School Diploma -
External Diploma Program