Roxanne Varela
Glendale,Arizona
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
Night Audit Clerk
Premier Inns
10.2018 - 07.2020
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- 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.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Enforced policies and procedures to increase efficiency.
Front Desk Clerk
Premier Inns
07.2016 - 07.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained transaction security by verifying payment cards against identification.
- Entered and updated sensitive customer information during check-ins and room changes.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Education
No Degree - Computer Usage And Applicications
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ09.2015
Skills
- Complaint Resolution
- Managing Reception
- Two-Way Radio Operation
- Report Generation
- Bill Payment and Recordkeeping
- Account Closing
- Cash Register Operations
- Room Charges
- Verbal and Written Communication
- Office Supervision
- Resolving Issues
- Conflict Documentation
- Staff Training
- Guest Services
- Bookkeeping
- Automated Telephone Systems
- Check in and Checkout Procedures
- Availability Record Keeping
- Charge Posting
- Hospitality Service Expertise
- Night Auditing
- Facility Security
Timeline
Night Audit Clerk
Premier Inns
10.2018 - 07.2020
Front Desk Clerk
Premier Inns
07.2016 - 07.2020
No Degree - Computer Usage And Applicications
Maricopa Community Colleges - Rio Salado Community College
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