MICHAEL J HAYES
Saint Johns,Michigan
Summary
Results-driven hospitality professional with extensive experience in auditing and customer service. Skilled in identifying discrepancies, implementing corrective action plans, and developing streamlined processes to enhance operational efficiency. Adept at building strong customer relationships through active listening, clear communication, and a customer-centric approach. Recognized for delivering high-quality work in fast-paced environments while upholding ethical standards and company principles. Demonstrates strategic problem-solving, critical thinking, and a continuous improvement mindset to drive performance and exceed expectations. Thrives on discovering innovative systems to optimize workflows and improve organizational success.
Overview
15
15
years of professional experience
Work History
Night Auditor
RADISSON HOTEL LANSING
Capitol Lansing, Michigan
08.2008 - 07.2020
- Reconciled daily accounts with precision, ensuring 100% accuracy and adherence to ethical standards, which minimized financial discrepancies.
- Managed guest check-ins, resolved inquiries, and served as on-site manager on duty, enhancing guest satisfaction and operational efficiency.
- Trained and mentored 15+ staff members in audit processes, enabling improved performance, and promoting one individual to Accounting Management.
- Redesigned and implemented a comprehensive 65-page audit manual, streamlining procedures, and improving proficiency among part-time auditors and managers.
Front Desk Night Auditor
Holiday Inn Lansing West/Ramada
Lansing, Michigan
08.2005 - 08.2008
- Performed front desk operations and audits, ensuring seamless guest check-ins, accurate account management, and timely issue resolution to enhance customer satisfaction.
- Reviewed and reconciled daily financial records, identifying discrepancies and ensuring 100% accuracy in accounting reports.
- Collaborated with co-auditors to streamline audit processes, improving efficiency and meeting tight deadlines consistently.
Education
CUSTOMER SERVICE PROFESSIONAL CERTIFICATE -
ZENDESK
High School Diploma -
St. Johns High School
St. Johns, MISkills
- Attention to Detail
- Problem-Solving Skills
- Communication Skills
- Time Management
- Account Reconciliation and Auditing
- Training and Development
- Reception and Front Desk Operations
- Customer Service Excellence
- Cash handling and financial accuracy
- Administrative Support and Office Coordination
- Typing speed: 40 WPM
- Process Improvement and Efficiency Optimization
Technical Skills
- Microsoft Office 365 Suite: Word, Excel, SharePoint
- Windows 11 & iOS
- Opera PMS
- Google Drive
Timeline
Night Auditor
RADISSON HOTEL LANSING
08.2008 - 07.2020
Front Desk Night Auditor
Holiday Inn Lansing West/Ramada
08.2005 - 08.2008
CUSTOMER SERVICE PROFESSIONAL CERTIFICATE -
ZENDESK
High School Diploma -
St. Johns High School
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