Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rachel Boyce

Summary

I am passionate about working in hotel operations. With over six years of experience in the hospitality industry, I bring a strong combination of technical expertise and frontline operational knowledge.

Overview

6
6
years of professional experience
1
1
Certification

Work History

PEP Implementation Specialist

Hilton - GDH Consulting
05.2024 - Current
  • Complete the successful deployment, integration, and adoption of the new PMS system.
  • Ensure the technical setup and configuration of our product is customized to the hotel's specifications and environment.
  • Deliver training sessions to hotel team members.
  • Provide ongoing support as needed during the implementation phase.
  • Identify, diagnose, and resolve any technical or process-related issues that arise during implementation to minimize disruption of business operations.
  • Create and maintain detailed documentation of the implementation process, including configurations, customizations, and any troubleshooting steps taken.
  • Ability to work remotely and travel 80%

Front Office Manager

Hampton Inn & Suites
04.2021 - Current
  • Greet and check in guests, ensuring a warm and welcoming experience.
  • Manage and monitor guest reservations, including individual, group, and corporate bookings.
  • Address and resolve guest complaints promptly, ensuring guest satisfaction.
  • Coordinate with Food & Beverage, Housekeeping, and Maintenance departments to ensure seamless operations.
  • Supervise, train, and support front office staff to maintain high standards of professionalism and service.
  • Ensure the front desk operates efficiently and delivers exceptional guest service at all times.
  • Create and manage staff schedules to ensure optimal coverage.
  • Serve as a liaison between the General Manager and hotel staff to ensure clear communication and operational efficiency.
  • Coordinate special guest requests, including meeting arrangements, room assignments, and transportation.
  • Prepare and analyze occupancy reports and financial data.
  • Oversee payroll processes and ensure timely and accurate compensation.
  • Manage hiring, onboarding, and termination processes.
  • Ensure compliance with brand standards and maintain a consistently high level of service quality.
  • Assist the Director of Sales with group block management and revenue optimization strategies.
  • Manage ordering processes and inventory control to ensure adequate stock levels.
  • Prepare invoices and handle payment processing for accounts receivable and payable.

Guest Service Representative/Night Auditor

Hampton by Hilton
06.2019 - 04.2021
  • Reconcile and balance daily financial transactions and accounts from the day shift to ensure accuracy.
  • Oversee front desk operations during the night shift.
  • Respond to phone inquiries and provide information regarding reservations, availability, and hotel services.
  • Ensure guest satisfaction by arranging wake-up calls and fulfilling concierge requests in accordance with guest preferences.
  • Address guest concerns or complaints promptly and coordinate with appropriate departments to ensure timely resolution.
  • Verify that all departments have completed required end-of-day procedures and operational tasks.
  • Assist with laundry services as needed to maintain cleanliness.
  • Prepare and serve breakfast items in accordance with health and safety standards.

Education

High school diploma -

Springfield High School
Springfield, TN
05-2018

Skills

  • Hospitality support skills
  • Customer engagement
  • OnQ PM
  • OnQ R&I
  • PEP
  • Microsoft Office Suite
  • Technical support

Certification

  • CPR Certification
  • ServSafe
  • ABC Certified

Timeline

PEP Implementation Specialist

Hilton - GDH Consulting
05.2024 - Current

Front Office Manager

Hampton Inn & Suites
04.2021 - Current

Guest Service Representative/Night Auditor

Hampton by Hilton
06.2019 - 04.2021

High school diploma -

Springfield High School

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