Janice Howser
Pueblo,CO
Summary
Dynamic and detail-oriented professional with extensive experience in guest services, administration, and office management. Committed to delivering high-quality, accurate work while fostering a customer-focused environment. Proven ability to lead teams effectively and collaborate across departments to enhance organizational efficiency. Eager to leverage skills and expertise to contribute positively to organizational success.
Professional with experience in guest services, prepared to elevate customer experience through strong interpersonal and problem-solving skills. Valued for team collaboration and flexibility in meeting changing needs, ensuring reliable performance and consistent results. Skilled in communication, conflict resolution, and providing exceptional service, bringing positive and proactive approach to every interaction.
Overview
26
26
years of professional experience
Work History
Guest Service Agent & Night Audit
Clarion Inn & The Varsity Lounge
06.2020 - 06.2025
- Managed guest check-ins and check-outs efficiently, ensuring smooth arrivals and departures.
- Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Coordinated room assignments and special requests, optimizing occupancy rates.
- Monitored inventory of supplies and amenities, ensuring availability for guest needs.
- Trained new staff on front desk procedures and customer service protocols, improving team performance.
- Collaborated with housekeeping to maintain high cleanliness standards in guest areas.
- Assisted in developing promotional packages, contributing to increased revenue streams.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Maintained accurate and up-to-date records of guest information.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Scheduled and confirmed restaurant reservations for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Provided accurate information regarding local attractions, restaurants and activities.
- Assisted guests with variety of services and local attraction information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Created welcoming and comfortable environment for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
Guest Service Agent & Night Audit
Holiday Inn Hotel and Suites
09.2019 - 08.2020
- Implemented feedback systems to gather guest insights, driving service enhancements.
- Maximized revenue by upselling room upgrades and additional services.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed guest check-ins and check-outs efficiently, ensuring smooth arrivals and departures.
- Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Coordinated room assignments and special requests, optimizing occupancy rates.
- Monitored inventory of supplies and amenities, ensuring availability for guest needs.
- Collaborated with housekeeping to maintain high cleanliness standards in guest areas.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
Administrative Assistant
Case Management Services
08.1999 - 07.2012
- Managed correspondence and communication, enhancing information flow within the organization.
- Developed and maintained filing systems, improving document retrieval and organization.
- Assisted in preparing reports and presentations, contributing to informed decision-making processes.
- Implemented office procedures that streamlined operations and increased overall efficiency.
- Collaborated with cross-functional teams to support project initiatives and achieve organizational goals.
- Maintained electronic health records, ensuring data accuracy and compliance with regulations.
- Processed insurance claims and verified patient eligibility for services.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
- Maintained and updated patient records for accurate, current medical histories.
- Contributed to a positive office environment by fostering strong working relationships with colleagues, resulting in improved team collaboration.
- Assisted in the training of new administrative staff members, sharing expertise and best practices to support their professional development.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Coordinated referral appointments with external specialists, ensuring that relevant medical records were shared in a timely manner for optimal patient care continuity.
- Ensured accurate insurance billing and coding, reducing claim denials and expediting reimbursements for services rendered.
- Supported office staff and operational requirements with administrative tasks.
- Assisted with the coordination of clinical staff schedules, ensuring adequate coverage during peak hours and minimizing wait times for patients.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Used [Software] to schedule appointments for doctor visits and procedures.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Updated patient information and insurance details for accurate electronic medical records.
- Assisted with medical coding and billing tasks.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Prepared and processed patient referrals and transfer requests.
Skills
- Hard worker, responsible, dependable and honest Very flexible and teachable
- Work at the front desk at a major hotel band (Choice) for 3 years Awesome customer skills
- Utilization Management Assistant in medical insurance environment who continually maintained a positive attitude while interacting with demanding clients Served as the primary point of contact for both in house and external phone calls and website queries
- Office Assistant with 13 years of patient charting and getting insurance approvals for all active-duty military soldiers and their family members Scheduling appointments for a busy insurance company (Health Net Federal Services) better known as TRICARE or CHAMPUS
- Medical Management Assistant who gave above and beyond the basic administrative tasks and took on multiple projects at once Writing policies and procedures so new associates could process request from the doctor’s office into the computer system called (CCS) and (TNAV) to get authorization for medical care
- Excellent work ethic ad strength in boosting company morale
- Competent medical professional with ability to manage a busy medical office and provide excellent customer service to all patients
- Administrative professional offering excellent communication and computer skills
- Meets deadlines and works with a high level of multicultural awareness and adaptability
- Reliable and competent medical billing professional with exceptional data entry and customer service skills
- Answer phones
- Administrative skills
- Computer knowledge Email Outlook
- Excellent customer service skills
- Guest communication
- Listening skills
- Writing and verbal communication
- Check-in and Check-out procedures
- Complaint handling
- Guest inquiry resolution
- Guest services
- Patience and composure
- Data entry proficiency
- Issue resolution
- Team player mentality
- Hospitality best practices
- Guest services agent training
- Guest complaint resolution
- Information confidentiality
- Guest relations
- Registration management
- Client relationship management
- Key card programming
- Team member development
- Hospitality and service industry background
- Strong interpersonal skills
- Guest conflict resolution
- Guest service and assistance
- Guest safety
- Guest liaison
- VIP priority options
- Room assignment
- Guest account management
- Customer service
- Computer skills
- Payment processing
- Data entry
- Data inputting
- Flexible schedule
- Guest orientation
- Services and amenities promotion
Section name
Reliable, enthusiastic and well-organized Administrative Assistant with solid background is data entry schedule management and event planning.
Timeline
Guest Service Agent & Night Audit
Clarion Inn & The Varsity Lounge
06.2020 - 06.2025
Guest Service Agent & Night Audit
Holiday Inn Hotel and Suites
09.2019 - 08.2020
Administrative Assistant
Case Management Services
08.1999 - 07.2012