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.
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.
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
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