Marlene Page
Brooklyn,NY
Summary
A courteous, polite, and well-spoken customer service representative who is highly efficient and has excellent organizational skills. Possessing a good team spirit, being deadline-oriented, and having a passion for providing the highest standards of service to guests. Helpful, approachable, but also commercially minded, and having the ability to promote hotel facilities and maximize sales opportunities at all times. A quick learner who can absorb new ideas, communicate clearly and effectively, and also find suitable solutions to meet the needs of guests. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied, and works hard to manage expectations and prevent conflicts.
Overview
15
15
years of professional experience
Work History
Night Auditor Manager
Hilton Garden Inn Hotel
New York, USA
03.2024 - Current
- Company Overview: Hilton Garden Inn 35th Street
- Supervise night audit process: Ensure that all day's financial transactions are accounted for and reconciled
- Oversee staff and operations: Manage the front desk, supervise night staff, and ensure the safety and security of the premises
- Handle guest requests: Address guest concerns and inquiries
- Ensure day shift tasks are completed: Ensure that all day shift tasks have been completed satisfactorily
- Resolve customer complaints: Maintain a calm environment and bring resolve to customer complaints
- Print reports: Print reports for upper management
- Ensure compliance: Ensure compliance with hotel policies and procedures
- The night audit process involves handling and recording transactions accurately, verifying guest charges, payments, and credits, and balancing revenue
- Hilton Garden Inn 35th Street
Night Auditor
Hilton Garden Inn
New York, USA
08.2023 - 03.2024
- Company Overview: Hilton Garden Inn Central Park South
- Handles guest check in-out within Hilton standards
- Enrolls each guest in the Honors travel program
- Provides the highest level of service to each guest to ensure a memorable stay
- Answers telephone calls and transfers, assists with guests needing reservations and cancellations
- Anticipates any guest requests and acknowledges any special occasions
- Thinks outside the box when dealing with guest issues and complaints resolves them in a timely matter
- Daily audit- reviews all accounts, conducts end of day process and balances the revenue and expense transactions
- Prepares guest folios next day check outs
- Reviewing daily and hourly reports for accuracy, updating spreadsheets with the nightly information
- Daily inventory and restocking of the pavilion pantry ensures all sales are rung up properly and settled
- Booking 3rd party and other reservations, making sure the correct billing and notes are in place
- Works closely with housekeeping making sure rooms are properly turned over for the day and all discrepancies are cleared up
- Hilton Garden Inn Central Park South
Home Health Aide
Link Home Care
Queens, USA
09.2021 - 07.2023
- Maintaining personal health and hygiene
- Grocery shopping
- Prepare meals
- Taken care of the patient
PBX, Guest Service Agent, Night Auditor
Hilton Garden Inn Central Park South
New York, USA
01.2014 - 01.2020
- Handles guest check in-out within Hilton standards
- Enrolls each guest in Honors travel program
- Actively recognizes Hilton VIPS
- Provides the highest level of service to each guest to ensure a memorable stay
- Answers telephone calls and transfers, assist with guests needing reservations and cancellations
- Anticipates any guest requests and acknowledges any special occasions
- Thinks outside the box when dealing with guest issues and complaints resolves them in a timely matter
- Daily audit- reviews all accounts, conducts end of day process and balances the revenue and expense transactions
- Prepares guest folios next day check outs
- Reviewing daily and hourly reports for accuracy, updating spreadsheets with the nightly information
- Daily inventory and restocking of the pavilion pantry ensuring all sales are rung up properly and settled
- Assist sales with inputting group reservations and 3rd party reservations, making sure the correct billing and notes are in place
- Works closely with housekeeping making sure rooms are properly turned over for the day and all discrepancies are cleared up
- Assists guest with making dinner reservations and other NY attractions throughout the city
Customer Service Manager
Ashley Stewart
Brooklyn, USA
01.2010 - 01.2014
- Welcoming customers to the store in a polite and helpful manner
- Taking payment from customers in the form of cash or credit cards
- Answering telephone inquiries promptly & professionally & transferring calls
- Being a point of contact for customers should they have any queries
- Assisting with and resolving customer complaints
- Keeping up to date on all company products, services, pricing & promotional offer
- Maintaining daily store quotas and credit card enrollment
Education
High school or equivalent - Computers
Boys And Girls High School
Brooklyn, NY06.2000
Skills
- Scheduling
- Billing
- Supervising
- Hospitality
- Resolving guest disputes
- Receptionist
- Front desk
- Guest services
- Customer service
- ONQ property
- Upselling
- Excel
- Cash handling
- Hotel experience
- Supervising experience
- Management
- Pricing
- Microsoft Office
- Cash register
- Team leadership
- PEP property
- Union property
Timeline
Night Auditor Manager
Hilton Garden Inn Hotel
03.2024 - Current
Night Auditor
Hilton Garden Inn
08.2023 - 03.2024
Home Health Aide
Link Home Care
09.2021 - 07.2023
PBX, Guest Service Agent, Night Auditor
Hilton Garden Inn Central Park South
01.2014 - 01.2020
Customer Service Manager
Ashley Stewart
01.2010 - 01.2014
High school or equivalent - Computers
Boys And Girls High School
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