Laura Garritano
Tampa,Florida
Summary
Proven leader in hospitality, adept in hotel operations and guest relations, honed at Tru By Hilton and Embassy Suites. Excelled in streamlining processes and enhancing customer satisfaction, evidenced by a significant increase in repeat business. Skilled in problem-solving and staff training, I drive operational excellence and team success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Night Auditor/Overnight Shift Manager
Tru By Hilton
01.2022 - 09.2022
- 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.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- 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.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
Night Auditor
Tru By Hilton
08.2021 - 01.2022
- 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.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walk throughs.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Night Auditor
Homewood Suites
01.2020 - 07.2021
- 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.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Guest Service Representative
Embassy Suites
08.2019 - 01.2020
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
Bakery Owner/Operator
Augies Cupcakes
03.2011 - 06.2019
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior baked goods to customers.
- Trained and motivated employees to perform daily business functions.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Maintained consistent work levels by establishing large customer base and great customer service to ensure repeat business.
Education
General
Troy University
Troy, ALSkills
- Problem-Solving
- Strong Work Ethic
- Detailed Orientated
- Knowledgeable in Hotel Operations
- Multitasking and Organization
- Positive Attitude
- Guest Relations and Customer Service
- Staff Training
- Punctual and Dependable
- Resolving issues
- Decision-Making
- Teamwork and Collaboration
Timeline
Night Auditor/Overnight Shift Manager
Tru By Hilton
01.2022 - 09.2022
Night Auditor
Tru By Hilton
08.2021 - 01.2022
Night Auditor
Homewood Suites
01.2020 - 07.2021
Guest Service Representative
Embassy Suites
08.2019 - 01.2020
Bakery Owner/Operator
Augies Cupcakes
03.2011 - 06.2019
General
Troy University