Julia N Wyndham

-King Charles Inn

Systems

• Roomkey
• Quore
• STR
• Travelclick- iHotelier
• Expedia, Booking.com, Hotwire and Hotel Tonight Extranets

Duties and Tasks

• Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
• Performed concierge services for guests as needed.
• Created lasting relationships with guests that built loyalty and drove hotel revenue.
• Checked guests in out of hotel, made reservations and processed payments.
• Trained new staff on correct procedures, compliance requirements and performance strategies.
• Constructed SOP's for Front Desk and Bellman staff
• Built concierge tools such as Restaurant/Bar lists and Itineraries that was used by entire staff.
• Compared hotel inventory with various Extranet sites.
• Entered revenue data into STR
• Kept up with daily emails from colleagues, vendors, and guests/potential guests.
• Kept accounts in balance and ran daily reports to verify totals.

Promotions

• August 2018- Promoted to Reservations Supervisor
• December 2018- Promoted to Front Desk Supervisor

Awards

• August 2018 Employee of the Month

-Indigo Inn and Jasmine House Inn

Tasks

• Generated daily reports to keep leadership informed about arrivals, departures and overall occupancy.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Acted as manager on duty during overnight shift 2 times per week.
• Closed daily accounts and submitted statements to leadership for ongoing financial reporting.
• Directed inventory management, account charges, and bank counting.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Reported financial data and updated financial records in ledgers and journals.
• Verified deposits, rectified discrepancies and processed end-of-day paperwork using Heartland, M3, and Roomkey with 100% accuracy.
• Updated customer accounts with add-on room charges, minibar use and room service bills.
• Input financial data and produced reports using Roomkey.
• Investigated daily variances and corrected errors to resolve discrepancies.
• Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.

Systems

• Roomkey
• Heartland
• M3
• Quore
• Efficenter
• Extranet for multiple 3rd party booking sites

Promotions

Was promoted from front desk agent to Night Audit in September 2021

Worked in office for majority of my tenure and worked remote for the last few months of my time at Call Experts.

Tasks

• Operated telephone operating system and documented calls in company software.
• Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
• Maintained up-to-date knowledge of emergency call procedures.
• Scheduled appointments, dispatched emergency patient calls to appropriate OC doctor, took routine office calls to hold office for doctors offices throughout U.S.
• *Go to Callexperts.com for a list of all services

Systems

• Amtelco Infinity Systems
• Salesforce CRM Systems
• Slack Communication Software
• Zoom
• ICalender

• Helped customers complete purchases, locate items and join reward programs.
• Maintained cash drawer of $500 or more per shift.
• Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
• Checked identification for proof-of-age for alcohol and tobacco sales.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Worked flexible schedule and extra shifts to meet business needs.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
• Mentored new team members on POS system operation, customer service strategies and sales goals.

• Answered inbound and outbound calls for billing department of Direct Tv,
• Had to maintain good average calculated from set goals that were given by upper management.
• Processed debtor payments and updated accounts to reflect new balance.
• Entered client details and notes into system for interdepartmental access and review.
• Worked with customer to create debt repayment plan based on current financial condition.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

• Developed and delivered engaging sales presentations to convey product benefits.
• Increased sales by offering advice on purchases and promoting additional products
• Attended advanced training sessions and conferences to increase product knowledge and productivity.
• Trained and mentored new sales representatives.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Documented customer interactions using SalesForce to capture data in processing
• Managed over 50 customer calls per day

Customer Service Rep

• Answered constant flow of customer calls with minimal wait times.
• Acted as first point of contact for visiting clients and customers.
• Handled cash register operations by applying coupons, giving customer totals and processing cash and credit card payments.

Pizza Cook

• Operated pizza oven and other kitchen equipment safely to protect team members from harm and equipment from damage.
• Prepared raw materials for cooking by cutting vegetables and preparing dough.
• Cooked assembled pizzas in oven, removed when done, allowed to cool, cut and boxed completed orders, entering real-time preparation updates in electronic system from start to finish.
• Monitored and maintained clean working areas and cooking surfaces.

Guest Greeter

• Acted as first point of contact for visiting clients and customers.
• Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
• Fielded customer complaints and notified managers.
• Verified receipts of exiting customers to confirm purchases and avoid shrinkage.

Pizza Cook

• Operated pizza oven and other kitchen equipment safely to protect team members from harm and equipment from damage.
• Used pizza cutter to slice pizzas according to size and customer specifications.
• Prepared raw materials for cooking by cutting vegetables and preparing dough.
• Followed order specifications to select proper crust and topping ingredients, assembling full pizzas following company measurement standards.