Redentor Mercado
Saint Paul,MN
Summary
Dynamic Front Desk Supervisor at TCBH, Inc. with a proven track record in guest relations and problem-solving. Enhanced guest satisfaction through streamlined check-in processes and effective complaint resolution. Skilled in cash handling and scheduling, fostering a supportive team environment that boosted morale and productivity. Committed to delivering exceptional customer service.
Overview
24
24
years of professional experience
Work History
Front Desk Supervisor
TCBH, Inc.
Eagan, MN
02.2001 - 08.2024
- Created weekly shift schedules for employees
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Checked guests in out of hotel, made reservations, and processed payments.
- Completed bi-weekly payroll for 8 employees.
Night Auditor
TCBH, Inc.
Eagan, MN
02.2001 - 08.2024
- 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.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Education
No Degree - Basic Courses
Jefferson Davis Junior College
Gulfport, MSHigh School Diploma -
Harrison Central High School
Gulfport, MS05-1986
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Customer service management
- Scheduling and planning
- POS system operation
- Reservation management
- Cash handling accuracy
- Cash handling
- Guest check-in and check-out
- Guest services
- Confirmations and cancellations
Timeline
Front Desk Supervisor
TCBH, Inc.
02.2001 - 08.2024
Night Auditor
TCBH, Inc.
02.2001 - 08.2024
No Degree - Basic Courses
Jefferson Davis Junior College
High School Diploma -
Harrison Central High School