Laura Harris
Annapolis,MD
Summary
offering 17-year career history of reliability and quality performance. Operates well in busy environments and maintains calm under pressure. Meticulous eye for detail and personable demeanor.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Night Auditor, Front Desk Agent
Crestline Hotels
2023.01 - 2024.02
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Kept accounts in balance and ran daily reports to verify totals.
- Updated customer accounts with add-on room charges, and room service bills.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Generated and printed daily financial reports to track hotel performance.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Monitored hotel's budget and financial records.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Monitored staff performance and provided feedback and guidance.
- Trained new staff members in customer service techniques and hotel operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Sales Coordinator & Front Desk Supervisor
Star Global Ventures
2019.04 - 2019.08
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Implemented updated CRM systems and social media marketing strategies to streamline sales processes and optimize communication.
- Improved productivity by increasing customer communication and responding to feedback.
- Researched local markets to identify and flesh out lists of new leads for sales team follow-up.
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts.
- Maintained long-term relationships with high net-worth clients.
- Compiled client profiles and entered information into operating system.
- Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Collected room deposits, fees, and payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- 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.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Built talented team through hiring and training new associates.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Entered and updated sensitive customer information during check-ins and room changes.
- Scheduled and assigned daily work and activities for team members.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest complaints by addressing issues with rooms promptly.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared weekly employee work schedules to meet operational needs.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Attended staff meetings and brought issues to attention of upper management.
Front Desk Supervisor
TPG Hotels
2019.01 - 2019.03
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Stored guest valuables in safe and individual boxes for security.
- Scheduled and assigned daily work and activities for team members.
- Built talented team through hiring and training new associates.
- Entered and updated sensitive customer information during check-ins and room changes.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Prepared weekly employee work schedules to meet operational needs.
- Managed front desk maintenance of client records and lab data.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Attended staff meetings and brought issues to attention of upper management.
Hotel Front Desk Supervisor
White Lodging
2018.01 - 2019.01
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees, and payments.
- Answered phone within three rings using proper phone etiquette, monitoring & closely following strict guidelines for customer service and satisfaction.
- Implemented successful strategies to increase customer satisfaction.
- Assisted with development and distribution of marketing materials for facility.
- Evaluated and promptly resolved lodging facility operational issues.
- Developed and implemented promotional strategies to increase occupancy.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of Eight front desk agents and helped to resolve issues arising during shifts.
- Completed late check-ins and directed guests to rooms and facilities.
Front Desk Agent & Front Desk Supervisor
Remington Hotels
2009.08 - 2018.01
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Used internal software to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Oversaw Ten Front Desk agents and Eight Shuttle Drivers.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Enforced policies and procedures to increase efficiency.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored staff performance and provided feedback and guidance.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Prepared reports on guest satisfaction levels and other metrics.
- Developed and maintained positive relationships with guests for satisfaction.
- Coordinated with vendors for repair and maintenance of hotel.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Scheduled and assigned daily work and activities for team members.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Stored guest valuables in safe and individual boxes for security.
- Handled a Bank of a $1,000 and made change for the Front desk Bank and handled all bank deposits on a daily basis.
Education
Bachelor of Science - Forensic Psychology
Morgan State University
Baltimore, MD05.2015
Skills
- Customer Service
- Teamwork and Collaboration
- Clerical duties
- Lobby Housekeeping
- Night Audit Reports
- Multitasking and Organization
- Problem-Solving
- Daily Reporting
- Ledger Updates
- Posting charges
- End-of-Day Processes
- Staff Training
- Report Generation
- Payment oversight
- Hospitality service expertise
- Supply Replenishment
- Decision-Making
- Strong Work Ethic
- Resolving issues
- Analytical Thinking
- Wake-up calls
- Audit reporting
- Punctual and Dependable
- Training and mentoring
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Received a job promotion within 9 months of hire date due to outstanding performance.
- February 2023 Employee of the Month
- Joined Remington Hotels Task Force June 2016 and went to Columbus Ohio Hampton Inn to help staff while they hired a new front office Manager.
- Attended Power of Me Conference in 2015 & 2016 in White Marsh, MD.
- Fed the homeless at Beans & Bread with Remington Management Staff in 2017.
Certification
Up to date on a Hilton Training
Timeline
Night Auditor, Front Desk Agent
Crestline Hotels
2023.01 - 2024.02
Sales Coordinator & Front Desk Supervisor
Star Global Ventures
2019.04 - 2019.08
Front Desk Supervisor
TPG Hotels
2019.01 - 2019.03
Hotel Front Desk Supervisor
White Lodging
2018.01 - 2019.01
Front Desk Agent & Front Desk Supervisor
Remington Hotels
2009.08 - 2018.01
Bachelor of Science - Forensic Psychology
Morgan State University