LaToya Brown
Moncks Corner,SC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Night Auditor
Comfort Suites
Charleston, SC
11.2023 - Current
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
- Received payments from customers via cash or credit cards.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Inspected alarm systems daily for proper operation and troubleshot any problems encountered during inspection process.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Ran end-of-day computer functions and closed out reports, submitting details to General Manager for review.
- Documented wake-up requests and set up automatic calls in system.
- Assessed checklist on daily basis and planned shift accordingly.
- Maintained well-stocked and presentable complementary food and beverage station.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
Front Desk Manager
Staybridge Suites Hotel
North Charleston, SC
07.2023 - Current
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Promoted loyalty programs to encourage repeat business from customers.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed guest check-in and check-out procedures, reservations and payments.
- Oversaw cash and credit card payment transactions at the front desk.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Monitored reservations to track incoming parties and special events.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Front Desk Manager
Sleep Inn
Mount Pleasant, SC
04.2012 - 09.2022
- Customer Service, Scheduling, Payment Processing, Accounts Receivable, Night Auditor, Housekeeping Manager, Front Desk Manager, Making Reservations, Resolving Customer Complaints
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Promoted loyalty programs to encourage repeat business from customers.
- Processed employee time sheets, payroll information and other administrative documents.
- Managed customer complaints and rectified issues to complete satisfaction.
- Managed guest check-in and check-out procedures, reservations and payments.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Oversaw cash and credit card payment transactions at the front desk.
- Facilitated successful front desk operations for high-volume hotel.
- Balanced hotel accounts at end of each shift.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
Patient Services Representative
Fetter Healthcare Network
Charleston, SC
01.2017 - 01.2019
- Greeted patients upon arrival and ensured they had the necessary paperwork completed.
- Assisted with patient registration, insurance verification, and appointment scheduling.
- Answered incoming calls from patients in a professional manner and responded to inquiries or directed them to appropriate personnel.
- Coordinated with medical staff to ensure proper patient care was provided in a timely manner.
- Provided information regarding billing procedures and payment options to patients.
- Reviewed patient records for accuracy and completeness of data entry.
- Maintained confidentiality of all patient information according to HIPAA regulations.
- Collected copayments from patients at time of service.
- Resolved customer complaints in a courteous manner while adhering to company policies.
- Checked-in patients for scheduled appointments by verifying demographic information, updating as needed, collecting co-payments, verifying insurance coverage..
- Scheduled follow-up visits as needed based on physician instructions.
- Performed administrative duties such as filing documents into electronic health record system.
- Prepared discharge summaries for discharged patients.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Ran credit card batches and balanced deposits on daily basis.
- Counselled patients on potential financial liabilities and payment requirements.
Reservation Specialist
Intercontinental Hotels Group
Charleston, SC
01.2015 - 01.2016
- Assisted customers with booking reservations for hotels, flights, and other travel services.
- Provided cost estimates for various travel packages to meet customer needs.
- Performed data entry into reservation system and updated customer information as needed.
- Responded promptly to customer inquiries via phone and email in a professional manner.
- Maintained up-to-date knowledge of airline policies, hotel availability, car rental options.
- Adhered to company procedures when making changes or cancelling reservations.
- Provided guidance and advice on travel plans when requested by customers.
- Cross-checked all reservation details prior to completion to ensure accuracy.
- Recommended upgrades or additional services based on customer preferences.
- Made reservations for customers and accurately entered personal information into computer system.
- Relayed information on availability, pricing and discounts to customers.
- Suggested packages and amenities for customers based on individual needs and preferences.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Night Auditor
Residence Inn
Charleston, SC
01.2012 - 01.2015
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Inspected alarm systems daily for proper operation and troubleshot any problems encountered during inspection process.
- Ran end-of-day computer functions and closed out reports, submitting details to General Manager for review.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Documented wake-up requests and set up automatic calls in system.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Assessed data and information to check entries, calculations and billing codes for accuracy.
Customer Service Representative
Check N Go
North Charleston, SC
01.2011 - 01.2012
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Educated customers on special pricing opportunities and company offerings.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Made outbound calls to obtain account information.
Night Auditor
Hawthorne Suites
North Charleston, SC
01.2011 - 01.2012
- Customer Service Representative, Payment Processing, Checking Guests In and Out of Hotel, Resolving Customer Complaints, Breakfast Setup, Accounting, Multi-Line Phone System
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Received payments from customers via cash or credit cards.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Ran end-of-day computer functions and closed out reports, submitting details to General Manager for review.
- Assessed checklist on daily basis and planned shift accordingly.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
- Assessed data and information to check entries, calculations and billing codes for accuracy.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
Night Auditor
Comfort Suites
Charleston, SC
01.2008 - 01.2011
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
- Received payments from customers via cash or credit cards.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Ran end-of-day computer functions and closed out reports, submitting details to General Manager for review.
- Documented wake-up requests and set up automatic calls in system.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Assessed checklist on daily basis and planned shift accordingly.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
Assistant Manager
Exxon Mobile
Charlotte, NC
05.1999 - 08.2008
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Supervised daily operations including scheduling shifts, assigning duties.
- Served as a liaison between staff members and senior management personnel.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Accounting Technology And Bookkeeping
Berkeley High School
Moncks Corner, SC06-1994
Skills
- Filing, Faxing, Emailing, Balancing the Safe, Cash Handling, Payment Processing, Multi-line Phones, Financial Loans, Checking and Balancing Finances, Opening and Closing Store Locations
- Balancing Accounts
- Customer Service
- Complaints Management
- Front Desk Operations
- Teamwork and Collaboration
- Clerical Duties
- Generating Reports
- Multitasking and Organization
- Processing Registrations
- Night Audit Reports
- Guest Services
- Problem-Solving
- Daily Reporting
- Occupancy Rates Analysis
- Administrative Support
- Shift Scheduling
- Punctual and Dependable
- Training and Mentoring
- Room Inventory
- Guest Relations
- Strong Work Ethic
- Time Management
- Conflict/Issue Documentation
- Bank Reconciliation
- End-of-Day Processes
- Policy Compliance
- Decision-Making
- Reservation Processing
- Bookkeeping
- Property Management
- Office Supervision
- Overseeing Front Desk
- Reservation Management
- Staff Training
- Account Balancing
- Posting Charges
- Complaint Resolution
- Oral and Written Communications
- Account Reconciliation
- Records Management
- Analytical Thinking
- Credit and Cash Payments
- Checking Guests in and Out
Educational Affiliations
- Berkeley High School
- Strayer University
Career Focus
To obtain a rewarding and challenging career where my experience can be utilized to improve customer satisfaction.
Professional Development
Hotel Operating Systems: choice Advantage, Wynn PM, Fosse and Profit Manager
Languages
English
Professional
References
References available upon request.
Timeline
Night Auditor
Comfort Suites
11.2023 - Current
Front Desk Manager
Staybridge Suites Hotel
07.2023 - Current
Patient Services Representative
Fetter Healthcare Network
01.2017 - 01.2019
Reservation Specialist
Intercontinental Hotels Group
01.2015 - 01.2016
Front Desk Manager
Sleep Inn
04.2012 - 09.2022
Night Auditor
Residence Inn
01.2012 - 01.2015
Customer Service Representative
Check N Go
01.2011 - 01.2012
Night Auditor
Hawthorne Suites
01.2011 - 01.2012
Night Auditor
Comfort Suites
01.2008 - 01.2011
Assistant Manager
Exxon Mobile
05.1999 - 08.2008
Accounting Technology And Bookkeeping
Berkeley High School