Mei Ling Wright
Fresno,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Aimbridge Hospitality
03.2022 - 03.2023
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
Front Desk Agent
Holiday Inn Express
06.2020 - 03.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Use Opera PMS to process reservations, check-ins and check-outs.
- Calculate billings and post charges to room accounts, reviewing all charges with guests at checkout.
- Used quick response and dynamic service skills to build relationships with guest, improving customer retention rate.
- Investigated daily variances uncovered with reports and corrected errors to resolve discrepancies.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera.
- Executed efficient breakfast bar set-up and operations beginning at early hours.
Night Auditor
Royal Kona Resort
04.2015 - 04.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Introduced guests to resort amenities with pleasant and helpful demeanor.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Front Desk Agent
King Kamehameha's Kona Beach Hotel
07.2007 - 02.2011
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Processes check-in and check-outs in timely and efficient manner.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
Education
High School Diploma -
Kealakehe High School
Kailua-Kona, HI05.2005
Skills
- Hospitality Management
- Employee Scheduling
- Night Auditing
- Cash and Credit card transaction Processing
- Accounts Payable and Accounts Receivable
- Revenue Generation
- Budgeting and Cost Control
- Procurement Strategies
- Reservation Management
- Hotel Room Cleaning
- Guest Satisfaction
Timeline
Front Office Manager
Aimbridge Hospitality
03.2022 - 03.2023
Front Desk Agent
Holiday Inn Express
06.2020 - 03.2022
Night Auditor
Royal Kona Resort
04.2015 - 04.2016
Front Desk Agent
King Kamehameha's Kona Beach Hotel
07.2007 - 02.2011
High School Diploma -
Kealakehe High School
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