Leigh Webster
Whitewater,MO
Summary
Dynamic professional with 7+ years of experience in client-facing roles and operational management. Proven expertise in customer service, complaint resolution, data entry, and team coordination. Adept at using Microsoft Office and navigating high-pressure environments to ensure timely communication and problem-solving, maing a seamless transition to client care and support functions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Night MOD/Auditor/Front Desk Agent
Hampton Inn By Hilton/Tru by Hilton/Auburn Place Hotel
Cape Girardeau, MO
04.2022 - Current
- Conducted comprehensive financial audits to ensure compliance with regulatory standards and internal policies.
- Analyzed financial statements and reports, identifying discrepancies and recommending corrective actions.
- Developed audit plans and strategies to enhance operational efficiency and mitigate risks.
- Collaborated with management to implement process improvements based on audit findings and best practices.
- Trained junior auditors on audit methodologies, ensuring consistency and accuracy in assessments.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Followed established auditing processes to meet internal and regulatory requirements.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
- Reduced audit completion times by optimizing audit planning and execution strategies.
- Conducted detailed risk assessments for identifying and mitigating potential financial discrepancies.
- Prepared working papers, reports and supporting documentation for audit findings.
- Diminished outstanding debts by analyzing accounts for issues.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Assisted customers with inquiries, providing exceptional service to enhance guest experience.
- Processed transactions efficiently, ensuring accuracy in cash handling and register balancing.
- Collaborated with team members to maintain clean and organized hotel environment.
- Monitored inventory levels at the register, alerting management to restocking needs.
- Resolved guest complaints promptly, fostering positive relationships and repeat business.
- Greeted customers entering hotel and responded promptly to guests' needs.
- Operated cash drawer for cash and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in the suite shop.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted guests with inquiries and provided exceptional service, resulting in positive feedback from guests.
- Resolved guest complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed guest concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed guest needs and made product recommendations to increase sales.
- Mentored new employees on front desk duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Provided backup support for other departments when needed, showcasing versatility within the hotel environment.
- Managed guest check-in and check-out procedures, ensuring smooth arrivals and departures.
- Coordinated with housekeeping and maintenance staff to maintain high standards of facility cleanliness.
- Processed reservations using property management systems, optimizing booking efficiency.
- Trained new front desk staff on operational protocols and customer service best practices.
- Implemented streamlined communication processes between departments to improve service delivery.
- Led initiatives to enhance guest experience through personalized service strategies and feedback collection.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Enforced policies and procedures to increase efficiency.
Breakfast Attendant Full Time
Auburn Place Hotel and Suites
Cape Girardeau, MO
06.2019 - 02.2022
- Managed daily breakfast service, ensuring timely setup and replenishment of food items.
- Assisted guests with dietary preferences, providing personalized recommendations and support.
- Maintained cleanliness and organization of dining area, enhancing guest experience and satisfaction.
- Trained new staff on breakfast procedures, fostering teamwork and adherence to quality standards.
- Implemented inventory control measures, reducing waste and optimizing food supply management.
- Resolved guest inquiries promptly, contributing to positive reviews and repeat business for hotel services.
- Developed streamlined processes for breakfast preparation, improving efficiency and service delivery time.
- Operated kitchen equipment safely and efficiently, resulting in consistent quality of prepared foods.
- Displayed strong attention to detail when setting up buffet stations or cleaning the dining area after service.
- Maintained proper food handling procedures by following safety and sanitation guidelines diligently.
- Adhered to hotel brand standards when preparing meals and maintaining the appearance of the dining area.
- Handled high-pressure situations calmly while multitasking effectively during peak service times.
- Restocked serving dishes, utensils, and condiments as needed to ensure optimal availability for guests throughout breakfast service hours.
- Prepared various breakfast dishes, resulting in a diverse and satisfying menu to cater to guest preferences.
- Contributed to a positive atmosphere by engaging in friendly interactions with both guests and coworkers alike.
- Managed time efficiently to complete all assigned tasks before the start of breakfast service each day.
- Set up buffet stations daily, displaying an appealing presentation of food items for guests to enjoy.
- Enhanced customer satisfaction by promptly and efficiently preparing breakfast items.
- Ensured cleanliness of dining area, maintaining a welcoming environment for guests.
- Managed food preparation tasks effectively, meeting the demands of peak service hours with ease.
- Assisted management with training new hires on proper food handling techniques and best practices for providing excellent guest experiences.
- Proactively sought feedback from guests regarding their experience, using it constructively to improve future service.
- Participated in regular staff meetings to discuss improvements or address any concerns within the team.
- Monitored food and beverage supplies, assisting with restocking when needed.
- Assisted with bussing tables and cleaning up spills.
- Assisted customers with carry-out service.
- Operated dishwashers and other kitchen equipment according to safety guidelines.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Addressed customer complaints and inquiries to verify satisfaction.
- Arranged tables and chairs for special occasions and events.
Housekeeper/Crew Member Trainer
Auburn Place Hotel and Suites
Cape Girardeau, MO
06.2018 - 06.2019
- Ensured cleanliness and sanitation of guest rooms and common areas.
- Managed laundry operations, including sorting, washing, drying, and folding linens.
- Conducted routine inspections to maintain quality standards in housekeeping services.
- Trained new staff on hotel cleaning protocols and safety procedures.
- Collaborated with maintenance team to report and resolve facility issues promptly.
- Enhanced guest satisfaction by addressing special requests and feedback effectively.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Dusted picture frames and wall hangings with cloth.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
- Demonstrated flexibility in adjusting work schedule according to fluctuating occupancy rates.
- Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Supported culture of continuous improvement by participating in training sessions on new cleaning technologies and methods.
- Enhanced guest satisfaction by maintaining high standards of cleanliness and hygiene in rooms and common areas.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Sorted, laundered and put away various laundry items.
- Completed special housekeeping actions such as turning mattresses on set schedule.
- Polished fixtures to achieve professional shine and appearance.
- Rotated linens in storerooms and replenished when supplies ran low.
- Hang, cleaned and rehung draperies to maintain freshness.
- Trained new crew members on operational procedures and customer service standards.
- Implemented training programs to enhance team performance and efficiency.
- Monitored adherence to safety protocols, ensuring compliance across all shifts.
- Collaborated with management to identify training needs and optimize workforce skills.
Convenience Store Clerk
Bi-State Oil
Cape Girardeau, MO
09.2017 - 06.2018
- Managed inventory levels to ensure product availability and minimize waste.
- Assisted customers with inquiries, providing knowledgeable support and enhancing service experience.
- Operated point-of-sale system efficiently, processing transactions accurately and swiftly.
- Trained new employees on store policies, procedures, and customer service standards.
- Monitored compliance with health and safety regulations, maintaining a safe shopping environment.
- Resolved customer complaints effectively, improving overall satisfaction and loyalty.
- Enhanced customer satisfaction by providing efficient and friendly service at the checkout counter.
- Assisted customers with locating products, answering questions, and recommending items based on their needs.
- Verified age-restricted product purchases diligently to adhere to legal requirements while maintaining excellent customer rapport during transactions.
- Completed daily tasks such as sweeping floors, cleaning restrooms, emptying trash cans promptly for a consistently well-maintained store appearance.
- Complied with company guidance and state and federal laws to control sales of tobacco, alcohol and vape products.
- Ensured timely stocking of shelves, coolers, and displays for optimal product availability to customers.
- Maintained open lines of communication with management and coworkers for effective problem-solving and continuous improvement opportunities within the store.
- Followed cash handling, inventory accountability and fueling station procedures as part of operations.
- Assisted coworkers with managing heavy workloads or covering shifts when needed, fostering a supportive team environment.
- Conducted accurate cash handling and managed register transactions, ensuring balanced drawers at the end of each shift.
- Received inventory from vendors and entered merchandise into inventory database to keep accurate records.
- Implemented loss prevention measures by monitoring customer activity and addressing suspicious behavior accordingly.
- Boosted sales through effective merchandising and product placement on store shelves.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Responded promptly to requests for assistance, spills and customer inquiries.
Education
Associate of Science - Hotel And Restaurant Management
Penn Foster
Online01-2027
Associate of Applied Science - Business
Penn Foster
Online02-2019
Associate of Science - Veterinary Science
Baker College of Cadillac
Cadillac, MI05-2003
Certificate of Technical Studies - Veterinary Assistant
Kirtland Community College
Roscommon, MI06-2001
Skills
- Attention to detail
- Works well in a team setting, alone, and unsupervised
- Handles multiple tasks simultaneously
- Clear communication skills
- Exhibits exceptional skills in problem-solving and decision making
- Continuing education
- Forecasting
- Exceptional Customer Service Skills
- Quality assurance
- Project management
- Employee training
- Windows, Microsoft Works, and Adobe proficient
Certification
- Certified Animal Behavior Specialist
- Veterinary Technician License - 2003
- Certified Wildlife Rescue and Rehabilitation
- Certified Animal Nutritionist
Timeline
Night MOD/Auditor/Front Desk Agent
Hampton Inn By Hilton/Tru by Hilton/Auburn Place Hotel
04.2022 - Current
Breakfast Attendant Full Time
Auburn Place Hotel and Suites
06.2019 - 02.2022
Housekeeper/Crew Member Trainer
Auburn Place Hotel and Suites
06.2018 - 06.2019
Convenience Store Clerk
Bi-State Oil
09.2017 - 06.2018
Associate of Science - Hotel And Restaurant Management
Penn Foster
Associate of Applied Science - Business
Penn Foster
Associate of Science - Veterinary Science
Baker College of Cadillac
Certificate of Technical Studies - Veterinary Assistant
Kirtland Community College
Woman of the Year 2011
I received the Woman of the Year in 2011 for my outstanding work on my podcast and video show entitled The Pawz Cauze Show. The show raised awareness for issues in the animal community about health, wellness, rescue, abuse, and neglect. I was part of the Stop Crush Videos campaign as well as the campaign to make animal abuse and neglect a felony.