Lana Willis

Managed building entrance security protocols.

Protect Building property and staff by maintaining a safe and secure environment.

Addressed guest issues effectively.

Reported security incidents to property management and relevant authorities.

• 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.
• Kept accounts in balance and ran daily reports to verify totals.

• Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
• Participated in industry conferences and workshops to stay informed about current trends, best practices, and competitor strategies within the hotel reservation landscape.
• Contributed to the development of promotional packages and special offers to attract new guests and retain existing clientele.
• Monitored daily performance metrics within the reservations team to ensure targets were consistently met or exceeded expectations.
• Assisted in managing group reservations such as weddings or corporate events, ensuring smooth coordination among various stakeholders involved.
• Implemented a proactive approach to upselling hotel services, resulting in additional revenue generation.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Handled billing information over phone.
• Provided customers with information about availability and pricing.