MAXIME AWOUVI
Germantown,MD
Summary
A recent graduate equipped with essential expertise in Health Information Management, complemented by practical experience in Medical Coding and Billing acquired through academic projects and internships. Additionally, a results-driven Hotel Operations Supervisor boasting over 15 years of industry experience. Exhibits exceptional teamwork, problem-solving abilities, and effective time management skills. Eager to embark on a new career path and dedicated to making significant contributions with unwavering commitment and enthusiasm.
Overview
18
18
years of professional experience
Work History
Guest Services Supervisor
Country Inn & Suites By Radisson
11.2018 - 03.2022
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
- Facilitated open lines of communication between staff members across various departments for smooth collaboration.
- Streamlined front desk operations for improved efficiency and enhanced guest experiences.
- Negotiated favorable contracts with suppliers, securing competitive pricing for goods and services without compromising quality.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Front Desk Supervisor
Holiday Inn Express Hotel Suites
11.2018 - 11.2019
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Produced excellent IHG customer services scores as well as responded to all guest surveys in a timely manner, IHG Brand Champion, IHG points awards, greener stay points awards.
- Managed hotel's Heartbeat/ Medallia, Booking.com, Expedia, Hotwire and Hotels.Com's daily surveys.
- Served as Manager on Duty in the absence of the Front Office Manager and the General Manager.
- Created schedules utilizing forecasting and scheduling tools to provide maximum efficiency.
- Responsible for responding to all Leads and inquiries made to the Property via phone, emails and walk ins, ensure efficient group arrivals, and event management, data entry and tracking of all group bookings in Opera.
- Assist clients in booking hotel events spaces and meeting, collect tentative dates and number of attendees.
- Coordinates with the Hotel Sales Manager.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Provided exceptional service and assistance to guests upon check-in.
Front Desk Supervisor
Crowne Plaza Hotels, National Airport
09.2015 - 07.2017
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Guest Services Agent
Crowne Plaza Hotels
04.2012 - 09.2015
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Enforced policies and procedures to increase efficiency.
- Monitored hotel's budget and financial records.
Night Auditor
Marriott Hotel
10.2010 - 04.2012
- Balanced hotel accounts and resolved discrepancies.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
Front Desk Receptionist
The Legacy Hotel
12.2008 - 10.2010
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Resolved customer problems and complaints.
Teller Supervisor
Sandy Spring Bank
12.2007 - 12.2008
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Promoted bank's products and services by consistently cross-selling to customers.
- Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
- Reduced errors in transactions by providing ongoing training and coaching to bank tellers on best practices.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
Lead Bank Teller
Mercantile Potomac Bank
09.2004 - 12.2007
- Trained junior tellers in best practices for client interactions, upholding excellent standards of service quality across the team.
- Oversaw teller staff scheduling to maintain appropriate coverage during business hours.
- Maintained cash drawer accuracy, effectively balancing daily deposits and withdrawals.
- Streamlined teller operations for improved efficiency and reduced wait times.
- Ensured compliance with federal regulations, adhering to strict guidelines for accurate reporting.
- Implemented security measures to protect bank assets, reducing instances of fraud and theft.
- Led team of tellers to exceed sales goals through cross-selling products and services.
- Increased customer satisfaction by providing efficient and accurate transaction processing.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Replenished ATM funds in empty canisters prior to validation process.
- Referred customers to other banking departments for specialized services.
- Processed applications for new accounts.
Education
Associate of Applied Science - Health Information Management
Montgomery College
Takoma Park, MD05.2024
Workforce Training Certificate - Medical Coding & Billing
Howard Community College
Columbia, MD12.2021
Skills
- Medical Coding, Billing & Guidelines Expertise
- Knowledge of Anatomy, Physiology, Medical Terminology, and Pathology
- DRGs Patient Assignments, POA's, 3M Encoder & EHR Specialist, HIPAA and HITECH requirements , HIE, CMS & OIG
- ICD-10-CM, ICD-10-PCS & CPT Coding, Evaluation and Management (E&M), Healthcare Common Procedure Coding System (HCPCS) codes, Modifiers
- Proficient in Excel, MS Word, Electronic & Terminal Digit Filing
- Guest services management & Front Desk Operations
- Staff Training and Development & Employee Motivation
- Branch operations & Policy Enforcement
- Quality Control & Risk Management
- Time Management & Attention to Detail
- Interpersonal communication skills
- Revenue Generation & Regulatory Compliance
Languages
French
Native or Bilingual
Spanish
Limited Working
Accomplishments
Oversee students during different classroom celebrations and provide assistance during field trips and other school events. Since August 2018, I have been serving as a School Yearbook Auditor at Sally K. Ride Elementary school, responsible for creating, editing, and promoting yearbook sales. I enhance yearbook sales by distributing mass emails that offer discounts and sending program flyers home with students. Additionally, I contribute to school cookouts by assisting with setup and cleanup.
Watching educational tutorials, Traveling, Visiting Museums and Dancing
During my leisure time, I take pleasure in viewing educational tutorials that focus on health enhancement, children's education, culinary skills, interior design, and medical coding. Additionally, I have a passion for traveling, exploring new cultures, and visiting museums to deepen my understanding of history and beyond. I also appreciate a variety of music genres and enjoy dancing.
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Guest Services Supervisor
Country Inn & Suites By Radisson
11.2018 - 03.2022
Front Desk Supervisor
Holiday Inn Express Hotel Suites
11.2018 - 11.2019
Front Desk Supervisor
Crowne Plaza Hotels, National Airport
09.2015 - 07.2017
Guest Services Agent
Crowne Plaza Hotels
04.2012 - 09.2015
Night Auditor
Marriott Hotel
10.2010 - 04.2012
Front Desk Receptionist
The Legacy Hotel
12.2008 - 10.2010
Teller Supervisor
Sandy Spring Bank
12.2007 - 12.2008
Lead Bank Teller
Mercantile Potomac Bank
09.2004 - 12.2007
Associate of Applied Science - Health Information Management
Montgomery College
Workforce Training Certificate - Medical Coding & Billing
Howard Community College
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