Michelle Papa
Las Vegas,NV
Summary
Dedicated professional with a strong background in financial auditing and exceptional guest service. Known for problem-solving skills and the ability to multitask effectively, ensuring smooth front desk operations and increased guest loyalty.
Overview
21
21
years of professional experience
Work History
Front Desk Supervisor
Hilton Grand Vacations
Las Vegas, Nevada
03.2024 - Current
- Supervised front desk operations to facilitate efficient guest check-in and check-out processes.
- Welcomed guests at front desk, ensuring a positive first impression.
- Managed guest inquiries and resolved issues with prompt, professional service.
- Resolved customer complaints promptly and efficiently.
- Collaborated with other departments to improve guest experience and satisfaction.
- Coordinated room assignments while maintaining accurate availability records.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Developed staff schedules to maximize coverage during peak hours.
- Monitored inventory levels of supplies and ordered stock for operations.
- Processed payments, cashiering duties and credit card transactions accurately.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Balanced financial accounts at shift’s end to ensure accuracy.
Night Auditor
Hilton Grand Vacations Club
Las Vegas, , NV
07.2005 - 03.2024
- Managed night audit processes and ensured accurate financial reporting.
- Managed night audit paperwork, verified daily room occupancy, and reviewed hotel revenue to maintain accurate financial records.
- Compiled detailed audit reports at the end of each shift to provide management with comprehensive financial insights.
- Executed balancing procedures for hotel accounts, ensuring accuracy and resolving discrepancies to uphold financial integrity.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Reconciled daily transactions and resolved discrepancies promptly.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Processed payments and generated detailed financial summaries for management.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Processed guest check-outs, including payment processing and providing receipts.
- Received payments from customers via cash or credit cards.
- Provided exceptional customer service to enhance guest satisfaction overnight.
- Provided assistance to guests during their stay with check-ins, inquiries, and special requests.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Assessed checklist on a daily basis and planned shift accordingly.
Education
Some College (No Degree) - Hotel Restaurant Management
Siena College
PhilippinesSkills
- Guest services
- Customer service
- Payment processing
- Financial reporting
- Recordkeeping
- Cash handling accuracy
- Staff scheduling
- Team leadership
- Team collaboration
- Problem solving
- Computer skills
- Time management
- Multitasking Abilities
- Dependable and responsible
- Calm under pressure
- Customer relations
Accomplishments
- Emerging Leader Star of the Industry by NV Hotel & Lodging Association 2024
- Champion Club 2025
- Feed the Hunger Three Square 2024
Timeline
Front Desk Supervisor
Hilton Grand Vacations
03.2024 - Current
Night Auditor
Hilton Grand Vacations Club
07.2005 - 03.2024
Some College (No Degree) - Hotel Restaurant Management
Siena College