Kelly Smith
Mobile,AL
Summary
Proven track record with over 15 years of experience at Renaissance Mobile Riverview Plaza Hotel, enhancing guest satisfaction and streamlining operations. Expert in balancing transactions and adept at fostering teamwork and building relationships among coworkers and management. Leadership in training staff and optimizing reservation processes stands out.
Overview
15
15
years of professional experience
Work History
Night Auditor
Renaissance Mobile Riverview Plaza Hotel
07.2020 - 07.2024
- Streamlined the check-in and check-out process for guests and processed credit card and cash payments, and ensured a smooth experience during overnight hours.
- Oversaw night auditing of daily room occupancy and hotel revenue, reconciled issues quickly and corrected discrepancies.
- Generated, printed and distributed daily financial reports used to track hotel performance.
- Reviewed room rates nightly to verify accuracy, and ensured precise amounts were charged to guests’ accounts.
- Demonstrated proficiency in numerous software systems used for reservation management, billing adjustments, guest service tracking, and report generation, including Microsoft Office Suite and Google applications.
- Maintained a clean and orderly front desk area to create a welcoming atmosphere for guests.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Prepared detailed end-of-shift reports, highlighted noteworthy incidents or areas that required improvement for management review.
- Handled internal and external phone calls and text chats from guests, employees and hotel partners.
- Promoted a positive work atmosphere, maintained high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Handled emergency situations calmly and professionally, kept guest safety as the top priority at all times and reported suspicious activity to loss prevention and management.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional guest service, addressed inquiries, offered assistance as needed, and responded to guest needs, quickly and efficiently.
- Coordinated with housekeeping and engineering staff to address any overnight room maintenance requests or special accommodations needed.
- Trained new night auditors in audit procedures, customer service practices, and hotel operations enhancing team capability.
Group Housing Coordinator
Renaissance Mobile Riverview Plaza Hotel
08.2017 - 07.2020
- Monitored inventory levels of rooms available for group bookings, and proactively adjusted allocations as needed to maximize revenue opportunities.
- Improved group housing coordination, streamlined reservation processes and ensured accurate guest information.
- Maintained detailed records of room assignments and special requests, reduced errors and enhanced overall efficiency.
- Managed room blocks for large events, ensured timely allocations and met clients' specific needs.
- Managed group bookings effectively, and coordinated rooming lists, special requests, billing arrangements for corporate events or large parties.
- Updated room availability in real time, optimized occupancy rates and maximized revenue potential.
- Coordinated with front desk staff to communicate special requests or needs of incoming guests, and ensured a tailored experience upon arrival.
- Conducted site visits for prospective clients, showcased the property''s amenities, and addressed any concerns or questions.
- Enhanced customer satisfaction with efficient communication and prompt resolution of housing-related issues.
- Trained new Group Housing Coordinators in best practices, and improved team performance and consistency across all coordinators.
- Coordinated with event planners to ensure seamless integration of housing needs within the overall event program, resulting in a positive guest experience during their stay.
Front Desk Receptionist
Renaissance Mobile Riverview Plaza Hotel
02.2009 - 08.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing expedited check-in and check-out procedures for guests.
- Maintained organized and clean front office area to create professional and welcoming environment for guests and employees.
- Managed high-volume phone calls, assisting guests whenever possible and directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments including credit cards and cash.
- Handled sensitive guest information with confidentiality, adhering to company privacy guidelines.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between guests and the hotel.
- Developed strong working relationships with team members, fostering a positive work environment.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Provided basic technical support for front office equipment to minimize downtime.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall department productivity.
- Handled assignments independently with good judgement and critical thinking skills.
Education
Bachelor of Science - Hospitality, Recreation And Resort Management
The University of West Florida
Pensacola, FLSkills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Computer Skills
- Strong Work Ethic
- Generating Reports
- Balancing Transactions
- End-of-Day Processes
- Teamwork and Collaboration
- Reservations
- Guest Services
- Staff Training
Timeline
Night Auditor
Renaissance Mobile Riverview Plaza Hotel
07.2020 - 07.2024
Group Housing Coordinator
Renaissance Mobile Riverview Plaza Hotel
08.2017 - 07.2020
Front Desk Receptionist
Renaissance Mobile Riverview Plaza Hotel
02.2009 - 08.2017
Bachelor of Science - Hospitality, Recreation And Resort Management
The University of West Florida
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