Melanie Manley
Vacaville,CA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
Work History
Customer Service Cashier
Shell Gas Station
03.2023 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
Night Auditor
Hawthorne Suites By Wyndham
02.2018 - 03.2023
- 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.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- 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.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- 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.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Monitored security cameras and conducted regular walk-throughs to ensure property security.
Assist Housekeeper/Supervisor
De Vinci Villa
01.2013 - 12.2017
- Enhanced guest satisfaction by maintaining a clean and organized environment in all assigned areas.
- Managed team productivity and workflow to exceed quality standards.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Optimized resource utilization by effectively scheduling staff shifts according to workload demands.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Worked with front desk to respond promptly to all guest requests.
- Evaluated employee performance and developed improvement plans.
- Supported management in implementing strategic initiatives aimed at enhancing overall operational effectiveness within the department.
- Communicated repair needs to maintenance staff.
- Ensured high-quality standards were met by regularly inspecting rooms and public spaces for cleanliness and orderliness.
- Reduced guest complaints through proactive identification and resolution of potential issues within the facilities.
- Mentored new employees, providing comprehensive training on housekeeping procedures and policies.
- Resolved guest concerns promptly and professionally, fostering positive relationships and repeat business opportunities.
- Trained and mentored all new personnel to maximize quality of service and performance.
Housekeeper
Red Lion Inn & Suites
08.2009 - 05.2013
- 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.
- 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.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- 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.
- Adhered to professional house cleaning checklist.
- 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.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
- Demonstrated flexibility in adjusting work schedule according to fluctuating occupancy rates.
- Streamlined laundry processes, resulting in faster turnaround times for guest linens and towels.
- Delivered personalized room settings for VIP guests, contributing to enhanced guest experiences and positive feedback.
- Facilitated smoother check-in process by ensuring rooms were cleaned and ready well ahead of guest arrivals.
Education
High School Diploma -
Foothill High
Sacramento, CA06-1990
Skills
- Customer service
- Reliability and punctuality
- Guest services
- Time management
- Attention to detail
- Multitasking and organization
- Phone etiquette
- Problem-solving
- Reliable and responsible
- Honest and dependable
- Creative thinking
Timeline
Customer Service Cashier
Shell Gas Station
03.2023 - Current
Night Auditor
Hawthorne Suites By Wyndham
02.2018 - 03.2023
Assist Housekeeper/Supervisor
De Vinci Villa
01.2013 - 12.2017
Housekeeper
Red Lion Inn & Suites
08.2009 - 05.2013
High School Diploma -
Foothill High
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