Petra Francis
Buda,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Night Auditor
Element Hotel At The Domain
01.2024 - Current
- 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.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Night Operation Manager
Proper Hotel
02.2023 - 12.2023
- Assume responsibility for supervision of the Hotel property on the overnight shift in the absence of department heads
- Execute Housekeeping request, deliver food, park and retrieve guest vehicles, run the Front Desk Operation, check-in, check-out guest, answer phones
- Resolve guest issues
- Reconcile accounts, process payment and refunds, auditing billing, prepare financial reports for hotel leadership team
- Investigate and resolve out-of-balance accounts
- Keep accurate financial records and ledgers
- Help prepare for forecasts and audit.
Night Manager
Commodore Perry Estate
08.2022 - 02.2023
- Parking and retrieving vehicles, fulfilling housekeeping requests, preparing, and delivering coffee, taking IRD orders, preforming Security duties
- Reconcile accounts, process payment and refunds, auditing billing, prepare financial reports for hotel leadership team
- Investigate and resolve out-of-balance accounts
- Keep accurate financial records and ledgers.
Night Manager
Proper Hotel
09.2021 - 11.2021
- Assume responsibility for supervision of the Hotel property on the overnight shift in the absence of department heads
- Execute Housekeeping request, deliver food, park and retrieve guest vehicles, run the Front Desk Operation, check-in, check-out guest, answer phones
- Resolve guest issues
- Reconcile accounts, process payment and refunds, auditing billing, prepare financial reports for hotel leadership team
- Investigate and resolve out-of-balance accounts
- Keep accurate financial records and ledgers
- Help prepare for forecasts and audits.
Night Manager
Four Seasons Hotel
11.2018 - 09.2021
- Train and manage the Front Office Receptionists to provide maximum service to guests
- Communicate closely with other Assistant Managers to ensure follow-up on any special problems, guest requests, etc
- Control room rate availability on full-house nights to maximize occupancy and revenue and protect guaranteed reservations
- Handle relocation of guests according to established procedures
- The ability to maintain close contact with other hotels with regards to their status on full-house nights
- Review High Balance Report and follow up on credit problems with Credit Manager
- Investigate and resolve out-of-balance accounts
- Assist other departments as required in resolving problems
- Handle guest problems and complaints, keeping Front Office Manager well-informed as to problems and action taken
- Reconcile accounts, process payment and refunds, auditing billing, prepare financial reports for hotel leadership team
- To act in absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons and employees.
Leasing Associate
Roscoe Property Management
01.2020 - 04.2021
- Property Leasing
- Complete lease form or agreement and collect rental deposit
- Qualify prospects for eligibility, collecting income information, facilitate background checks
- Play an active role in the renewal process
- Handling resident requests and complaints.
Night Auditor
DoubleTree by Hilton
02.2018 - 11.2018
- Audit and balance reports from the day shifts
- Verify that all EOD work has been performed by other departments
- Respond to guest inquiries, concerns and complaints as needed
- Answer phones and place reservations
- Run EOD computer functions so they are complete by the end of the shift
- Prepare guest bills for next-day checkouts and process reservation cards
- Balance cash drawers and record receipts.
Overnight Auditor/Manager on Duty
Portofino Hotel & Marina
11.2015 - 03.2017
- Manager on duty, processing check-ins and check out
- Ensure all aspects of hotel accounting for all areas of hotel operations are processed correctly and accurately recorded
- Audit, balance, post and report on front desk, rooms, and all food and beverage outlets' cash and credit operations and reset all registers to ensure accurate, timely function and optimal operations management
- Run night audit after ensuring all revenues are in balance nightly
- Secure accommodation in sold-out situation, execute walks, and ensure proper follow-up with walked guest.
Assistant Front Office Manager
Shutters on the Beach
08.2014 - 03.2015
- Actively participated in the service culture within the hotel's lobby
- Meets arriving and departing guests
- Participated in the 'glitch' recovery program, ensuring proper follow up
- Assisted all employees within the lobby and valet parking to ensure flawless service
- Acts as 'Manager on Duty' in the resolution of disputes
- Reviewed arrivals
- Particular focus is placed upon personal preferences
- Ensured all pre-arrival information has been acted upon
- Conducted staff training/role playing to achieve 100% compliance on department standards.
Front Office Manager
Hilton Los Angeles Airport
01.2014 - 08.2014
- Direct and supervise the operational activities of the front office
- Assists in reviewing VIP reservations, resumes for upcoming groups
- Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures
- Communicate effectively both verbally and in writing to provide clear direction to staff
- Observe performance and encourage improvement
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Front Desk Supervisor/Manager on Duty
L'Ermitage Beverly Hills
10.2012 - 01.2014
- Assisting in overseeing the day-to-day of Front Desk/PBX/Bellmen and associated functions
- Resolving guest incidents and opportunities to guest's satisfaction
- Total operational knowledge of all aspects and operations of property, supporting all departments.
Assistant Front Office Manager/Manager on Duty
Acqualina Resort & Spa on the Beach
05.2012 - 08.2012
- Assisted in overseeing the day-to-day of Front Desk/PBX/Bellmen and associated functions
- Assuring that the all guest interactions were contacted according to Forbes 5 Star standards
- Scheduling, training, inventory
- Assisted FOM in employee related matters such as evaluation and consulting
- Maintained frequent contact with guests and VIPs and dealt efficiently regarding special requests, reservations, and complaints on rooms or other functional areas of the hotel and strived for the satisfactory and speedy resolution of all guest opportunities.
Call Center Supervisor/Manager on Duty
The Ritz-Carlton
11.2011 - 05.2012
- Assuring team compliance with Corporate standards of guest request recording and follow up to ensure guest satisfaction
- Update Call Center checklist to maximize guest engagement
- First point of contact for staff and the phone provider to assist with phone outage and malfunction
- Assist with answering phones when call volume requires.
Front Desk Supervisor/Manager on Duty/Night Manager
The Ritz-Carlton
04.2009 - 11.2011
- Resolving guest incidents and opportunities to guest's satisfaction
- Direct knowledge of and expert functionality in front office departments including: PBX, Guest Services, Bell and Door operations, etc
- Strict confidentiality in all aspects of business conduct per sensitive nature of guest relationships
- Quick thinking and problem-solving abilities tested daily
- Assisting staff with problem resolution, training, coaching and motivating
- Total operational knowledge of all aspects and operations of property, supporting all departments as needed
- Ensure hotel employees understand and abide by company policies and procedures
- Input VIP and amenity information to Mystique
- Generate Cognos reports for daily operation
- Respond to and follow up on special guest requests
- Assist guests with directions and information regarding the property.
Education
Associate degree - Business Administration
Keiser College
Sarasota, FLNo Degree - Accounting/Bookkeeping/QuickBooks
Austin Community College
Austin, TX02.2025
Skills
- OPERA PMS/SMS/OnQ
- Microsoft Office
- Account Balancing
- Account Reconciliation
- Daily Reporting
- Recordkeeping
- Database Audit & Correction
- Hospitality service expertise
- Administrative Support
- Property Management Operating Systems: OPERA/SMS/OnQ/Infor/Yardi/MICROS
- Problem-Solving
- Strong Work Ethic
Timeline
Night Auditor
Element Hotel At The Domain
01.2024 - Current
Night Operation Manager
Proper Hotel
02.2023 - 12.2023
Night Manager
Commodore Perry Estate
08.2022 - 02.2023
Night Manager
Proper Hotel
09.2021 - 11.2021
Leasing Associate
Roscoe Property Management
01.2020 - 04.2021
Night Manager
Four Seasons Hotel
11.2018 - 09.2021
Night Auditor
DoubleTree by Hilton
02.2018 - 11.2018
Overnight Auditor/Manager on Duty
Portofino Hotel & Marina
11.2015 - 03.2017
Assistant Front Office Manager
Shutters on the Beach
08.2014 - 03.2015
Front Office Manager
Hilton Los Angeles Airport
01.2014 - 08.2014
Front Desk Supervisor/Manager on Duty
L'Ermitage Beverly Hills
10.2012 - 01.2014
Assistant Front Office Manager/Manager on Duty
Acqualina Resort & Spa on the Beach
05.2012 - 08.2012
Call Center Supervisor/Manager on Duty
The Ritz-Carlton
11.2011 - 05.2012
Front Desk Supervisor/Manager on Duty/Night Manager
The Ritz-Carlton
04.2009 - 11.2011
Associate degree - Business Administration
Keiser College
No Degree - Accounting/Bookkeeping/QuickBooks
Austin Community College
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