Mary Wratten
San Antonio,TX
Summary
Proven leader at Hyatt Place with expertise in front desk operations and a knack for enhancing guest satisfaction. Excelled in night audit accuracy and staff training, boosting efficiency and teamwork. Demonstrated exceptional problem-solving and customer service skills, significantly improving guest loyalty and operational standards. Welcoming Night Auditor with 20 years of experience in customer service and financial reconciliation. Skilled at completing tasks quickly with proven history of accuracy and fantastic organization and compliance abilities. Known for welcoming guests with positivity at all hours and quickly responding to room needs.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Night Auditor
Hyatt Place North Stone Oak
03.2021 - Current
- 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.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Front Desk/Lead Gallery Host/ Front Desk Manager
Hyatt Place North Stone Oak
03.2013 - 02.2021
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Improved guest loyalty by proactively identifying opportunities for upselling additional services or amenities during the reservation process or at check-in/check-out stages.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Assisted management in implementing new front desk procedures to increase efficiency and improve guest experiences.
- Trained new front desk staff members, fostering a team environment and ensuring consistent service quality for guests.
- Ensured compliance with industry regulations regarding safety standards and data privacy through diligent oversight of front desk operations.
- Handled escalated customer concerns professionally, working towards satisfactory resolutions that maintained brand reputation.
- Maintained excellence in service quality through continuous training initiatives for both seasoned staff members and new hires.
Kitchen Manager
Hyatt Place
01.2010 - 01.2013
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
Education
Texas A & I University - Kingsville Tx
Kingsville, TX 09.1980 - 05.1981
Skills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Night Audit Reports
- Punctual and Dependable
- Teamwork and Collaboration
- Guest Services
- Guest Relations
- Staff Training
- Customer Service
- Policy compliance
Timeline
Night Auditor
Hyatt Place North Stone Oak
03.2021 - Current
Front Desk/Lead Gallery Host/ Front Desk Manager
Hyatt Place North Stone Oak
03.2013 - 02.2021
Kitchen Manager
Hyatt Place
01.2010 - 01.2013
Texas A & I University - Kingsville Tx
09.1980 - 05.1981