Michele Moritz
Green River,Wyoming
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Night Auditor/Front Desk Guest Service Agent
Hampton Inn Suites by Hilton
Green River, WY
08.2008 - Current
- Ran end-of-day computer functions and closed out reports, submitting details to [Job title] for review.
- Verified customer credit to establish payment method for accommodations.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Assisted guests at check-in, providing information on various services within hotel.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Reported any discrepancies immediately upon discovering them.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Generated daily, weekly and monthly [Type] reports to close out day and meet objectives.
- Coded invoices and other records to maintain organized and accurate records.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Coordinated with guest services and concierge team to meet guest needs.
- Input and confirmed reservations for guests.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Completed nightly updates to hotel rates and individual room charges.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Computed bills, collected payments and made change for guests.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
- Transmitted and received messages using telephones or telephone switchboards.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Received payments from customers via cash or credit cards.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Kept records of room availability and guest accounts, manually or using computers.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Maintained well-stocked and presentable complementary food and beverage station.
- Greeted arriving guests and checked them in to their rooms.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Leveraged [Software] skills to input and compile data gathered from various sources.
- Answered [Number] calls per shift to assist with customer questions and concerns.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Completed day-to-day duties accurately and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
- Understood and followed oral and written directions.
- Delivered products to customer locations on time.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
General Manager
Taco Johns
Rock Springs, WY
02.2006 - 08.2008
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
Night Auditor /Front Desk Guest Service Agent
Four Queens Hotel Casino
Las Vegas, NV
10.2003 - 02.2006
Education
High School Diploma -
Green River High School
Green River, WY06-1991
Skills
- Occupancy Rates Analysis
- Accounting Principles
- Multitasking and Organization
- Facility Maintenance Monitoring
Accomplishments
Certificate of Recognition : From Sweetwater County Joint Travel & Tourism Broad Reach Rare & Exceptional Achievement for Customer Service in Hospitality 2019/2022.
2017 Best Reservation/Guest Service Personal Award with a letter from U.S Senator John Barrasso M.D
Employee of the month May 2012 ,August 2013 , April 2022, May 2023.
Certified Tour Ambassador Award July 2022
Certification
Certified Tour Ambassador for the Sweetwater County.
TIPS on Premise Certified
First Aid CPR AED Infant Care Certified
Hilton Certifications
ON-Q Management System
LMS Hotel Management System
Opera Hotel Operation System
Microsoft/Excel
Shift 4
Safe Server
Languages
English
Professional
Affiliations
- I'm very out going. I enjoy spending time with my family .Camping riding, traveling.
- I like helping people in need and volunteering. It puts a smile on my face when I see a smile on there face.
- I'm a people person.
References
References available upon request.
Timeline
Night Auditor/Front Desk Guest Service Agent
Hampton Inn Suites by Hilton
08.2008 - Current
General Manager
Taco Johns
02.2006 - 08.2008
Night Auditor /Front Desk Guest Service Agent
Four Queens Hotel Casino
10.2003 - 02.2006
High School Diploma -
Green River High School
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