NaTosha Hines

Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.

• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
• Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Coached employees through day-to-day work and complex problems.
• Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
• Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
• On sold-out nights, the hotel monitored 136 hotel rooms.

• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
• Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
• Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
• Promoted positive work environment by fostering teamwork among front office staff members.
• Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.

• Collected room deposits, fees, and payments.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Answered customer telephone calls promptly and appropriately handled needs.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Answered multi-line phone system and enthusiastically greeted callers.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.

• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Assisted customers by answering questions and fulfilling requests.
• Communicated with customers and team members to solve problems.
• Processed both cash and card purchases and returns.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
• Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
• Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
• Trained team members on cash register operation and cash handling.
• Helped customers complete purchases, locate items, and join reward programs.
• Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
• Lifted up to 50 pounds at once and used forklift to move heavier loads.

• 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.
• Used chemicals by following safety protocols and procedures to avoid burns and injuries.
• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.