Michael Elizabeth Copeland
Charlotte,N.C
Summary
Dynamic and dependable professional with a proven track record at Comfort Inn & Suites, excelling in financial accuracy and guest satisfaction. Skilled in time management and problem resolution, I effectively enhanced operational efficiency and fostered positive relationships, ensuring a welcoming environment for all guests. Committed to delivering exceptional service and support.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
3
3
years of professional experience
Work History
Volunteer NA/AA Sponsor
Self
09.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Helped ladies stay sober by teaching them the 12 steps of AA.
- Being available at anytime when they needed to process something or just need to talk
- Went into institutions where ladies didn't have access to AA/NA programs and lead/chaired meetings,allowing them a chance to be productive members of society.
Hotel Night Auditor
Comfort Inn & Suites
01.2023 - 09.2024
- Processed nightly financial transactions and ensured accuracy in reports.
- Conducted routine audits of cash drawers and hotel accounts for discrepancies.
- Provided exceptional customer service to guests during late-night inquiries and check-ins.
- Managed reservation system updates and handled guest requests efficiently.
- Assisted in maintaining hotel security protocols during overnight shifts.
- Collaborated with morning staff to ensure smooth transition between shifts.
- Monitored hotel facilities for cleanliness and safety compliance overnight.
- Resolved guest complaints swiftly, enhancing overall satisfaction and experience.
- 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 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.
- Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.
- Performed nightly updates to room charges and rates.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
- Maximized room occupancy rates during peak seasons by identifying available rooms and updating reservation system accordingly.
- Promoted a safe work environment through adherence to safety protocols and proper handling of emergency situations as needed.
- Facilitated smooth communication between departments by acting as the primary point of contact during overnight hours for timely issue resolution.
- Supported overall hotel operations by performing ad-hoc administrative tasks during slower periods on the night shift.
- Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Generated and printed daily financial reports to track hotel performance.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- 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.
Night Auditor
Hampton Inn By Hilton
09.2022 - 01.2023
- Managed front desk operations, ensuring seamless guest check-ins and check-outs.
- Conducted nightly audits of financial transactions for accuracy and compliance.
- Prepared daily revenue reports, summarizing performance metrics for management review.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction levels.
- Monitored security systems to maintain a safe environment for guests and staff.
- 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.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- 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.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
Education
Peer Support/Recovery Coach Certification - Peer Support/Recovery Coach
Favor Lowcountry
Charleston, SC01-2024
Associate of Arts - Fine Arts
Western Piedmont Community College
Morganton, NC06-2001
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Time management
- Flexible and adaptable
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Active listening
- Calm under pressure
- Organization and time management
- Problem resolution
- Verbal communication
- Problem-solving
- Dependable and responsible
Accomplishments
- Achieved [Result] through effectively helping with [Task].
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
I was a stay at home mom for many years. During this time I was parent rep for my kids classes as well as a fill in substitute teacher when needed. During this time I did a lot of things that included time management,event planning(was on the auction committee) and problem solving to say the least.
Timeline
Hotel Night Auditor
Comfort Inn & Suites
01.2023 - 09.2024
Volunteer NA/AA Sponsor
Self
09.2022 - Current
Night Auditor
Hampton Inn By Hilton
09.2022 - 01.2023
Peer Support/Recovery Coach Certification - Peer Support/Recovery Coach
Favor Lowcountry
Associate of Arts - Fine Arts
Western Piedmont Community College