Rebeca Collier
Naples,FL
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
Naples Grande Beach Resort
Naples, Florida
07.2022 - Current
- Supervised night audit process including reviewing reports for accuracy.
- Maintained accurate records of all transactions for accounting purposes.
- Developed strategies for improving customer satisfaction ratings.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Investigated customer complaints and took corrective action when necessary.
- Enforced safety regulations among front office staff members.
- Provided leadership by setting an example for other employees to follow.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Responded quickly to emergency situations such as power outages or equipment malfunctions.
Front Desk Night Auditor
Naples Grande Beach Resort
Naples, Florida
04.2021 - 07.2022
- Processed check-ins and check-outs of guests accurately in the hotel's computer system.
- Verified valid forms of payment including credit cards, cash, checks, or other authorized methods.
- Audited all accounts receivable postings to ensure accuracy of charges to guest folios.
- Ensured that all paperwork was processed properly before closing out shift.
- Performed nightly audit functions such as verifying account balances are correct.
- Balanced daily revenue and prepared end-of-shift reports for management review.
- Communicated effectively with fellow staff members in order to provide seamless service delivery.
- Responded quickly to emergency situations by contacting appropriate personnel immediately.
- Assisted guest with Valet and Housekeeping services.
Rooms Coordinator
Naples Grande Beach Resort
Naples, FL
06.2021 - 05.2022
- Created weekly reports detailing room occupancy rates, revenue projections, and other important metrics.
- Provided customer service regarding inquiries about accommodations, reservations, and other related services.
- Maintained an organized filing system for tracking room occupancy data.
- Monitored availability of rooms, negotiated rates, and managed all aspects of the room block process.
- Prepared detailed reports on group reservations and communicated information to relevant departments.
Front Desk Agent
Naples Grande Beach Resort
Naples, Florida
12.2020 - 04.2021
- Inputted guest information into computer system accurately and securely.
- Assisted guests with check-in and check-out procedures, including providing information about hotel services and amenities.
- Resolved customer complaints promptly and courteously.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Maintained a thorough understanding of hotel policies and procedures.
- Answered inbound calls and responded to customer inquiries regarding guest issues and reservations.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
Spa Concierge
Naples Grande Beach Resort
Naples, FL
09.2016 - 02.2017
- Performed data entry into computer system to update client profiles and records.
- Adhered to established policies related to guest privacy, confidentiality, and data protection.
- Processed payments through cashiering systems and managed credit card transactions accurately.
- Performed administrative duties such as scheduling appointments, filing paperwork, and managing customer inquiries.
- Processed payments from clients using POS systems accurately while adhering to cash handling policies and procedures.
- Created a welcoming atmosphere for customers by greeting them warmly and responding to their needs in a timely manner.
- Managed all aspects of customer relations from initial contact through follow up communications after completion of treatments or services.
Education
Some College (No Degree) - Communications
Florida Gulf Coast University
Fort Myers, FLSkills
- Room assignment coordination
- Guest check-in and out procedures
- Key card management
- Emergency response readiness
- Proficient in OPERA system
- Fluent in Spanish
- Schedule Coordination
- Effective Multitasking
- Staff Training and Development
- Cash Handling Accuracy
Languages
Spanish
Professional
Timeline
Assistant Front Office Manager
Naples Grande Beach Resort
07.2022 - Current
Rooms Coordinator
Naples Grande Beach Resort
06.2021 - 05.2022
Front Desk Night Auditor
Naples Grande Beach Resort
04.2021 - 07.2022
Front Desk Agent
Naples Grande Beach Resort
12.2020 - 04.2021
Spa Concierge
Naples Grande Beach Resort
09.2016 - 02.2017
Some College (No Degree) - Communications
Florida Gulf Coast University
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