Robin Smith
Kent ,WA
Summary
Recognized and recieived awards for excellence in costomer service Dynamic Night Auditor with proven expertise in revenue tracking and guest relations at Comfort Inn and Suites Successfully implemented marketing initiatives that boosted occupancy rates, while maintaining meticulous financial records and enhancing customer satisfaction. Strong analytical thinker and effective communicator, dedicated to optimizing hotel operations and fostering positive guest experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Night Auditor/Reservations
Tri-Mark/ Comfort Inn and Suites
07.2023 - 04.2025
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Implemented marketing and promotional initiatives to increase occupancy.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Prepared reports on guest satisfaction levels and other metrics.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Monitored hotel's budget and financial records.
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Night Auditor/Reservations
Quality Inn Hotel
07.2021 - 07.2023
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Generated and printed daily financial reports to track hotel performance.
Call Center Representative
Verizon
12.2019 - 07.2020
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Logistics
Amazon
08.2017 - 11.2019
- Conducted initial consultation with clients to discuss wedding details, venue options and other logistics to understand vision and budget.
- Coordinated logistics of and delivering training to up to Number personnel.
- Conducted post-hospitalization outreach calls to educate patients on disease process, medication regimen and provider follow-up logistics.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
AAA Garage Doors and Home Automation
AAA Garage Door and Home Automation
01.2015 - 07.2017
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
Education
Travel And Industry/Hospitality
Griffen Technical
07.1988
Skills
- Balance reporting
- Clerical duties
- Registration processing
- Balancing accounts
- Tracking expenses
- Transaction auditing
- Recordkeeping
- Staff training
- Reception management
- Complaint resolution
- Hospitality service expertise
- Performance tracking
- Overseeing front desk
- Reservations
- Revenue tracking
- Revenue monitoring
- Financial management
- Guest relations
- Automated telephone systems
- Occupancy rates analysis
- Charge posting
- Ledger updates
- Room inventory
- Property management systems
- Account reconciliation
- Strong work ethic
- Credit and cash payments
- Generating reports
- Resolving issues
- Bank reconciliation
- Teamwork and collaboration
- Performing wake-up calls
- Supply replenishment
- Processing registrations
- Front desk operations
- Audit reporting
- Financial statements expertise
- Finance
- Inventory oversight
- Administrative support
- Property management
- Problem-solving
- Concierge assistance
- Safety and security procedures
- Daily reporting
- Posting charges
- Customer service
- Drawer closing protocols
- Time management
- Conference room set up
- Registration assistance
- Guest services
- Verbal and written communication
- Analytical thinking
- Revenue balancing
- Oral and written communications
- Conflict mediation
- Managing reception
- End-of-day processes
- Bookkeeping
- Decision-making
- Reservation processing
- Account audits
- Policy compliance
- Punctual and dependable
- Reservation management
- Balancing transactions
- Complaints management
- Conflict/issue documentation
- Payment oversight
- Daily transactions review
- Training and mentoring
- Multitasking and organization
- Records management
- Checking guests in and out
- Room charges
- Night audit reports
- Expenses tracking
- Financial reporting
- Account balancing
- Lobby housekeeping
- Light maintenance duties
- Front desk monitoring
- Mail and packages
- Wake-up calls
- Monitoring revenue
Certification
Certificate in Travel and Industry
Certificate in Banking
Awarded excellence in costomer service and sales
Domestic Engineer
Dealing with keeping things clean and sanitized, cooking, Housekeeping, teaching, counseling, working with sick and handicapped children, chaufering, Bookkeeping, completing all task on or before they are due, organizational skills, painting, carpet cleaning, minor maintenance jobs and time management
Timeline
Night Auditor/Reservations
Tri-Mark/ Comfort Inn and Suites
07.2023 - 04.2025
Night Auditor/Reservations
Quality Inn Hotel
07.2021 - 07.2023
Call Center Representative
Verizon
12.2019 - 07.2020
Logistics
Amazon
08.2017 - 11.2019
AAA Garage Doors and Home Automation
AAA Garage Door and Home Automation
01.2015 - 07.2017
Travel And Industry/Hospitality
Griffen Technical