SECREE DAWES
Elizabeth,NJ
Summary
Detail-oriented and dedicated Front Office Manager and Auditor with 10 years of comprehensive experience in hotel operations and administration. Successfully managed front desk operations, handled guest services, and oversaw daily shift requirements. Possesses a strong background in accounting best practices for reconciliation and reporting, coupled with a solid ability to prioritize projects and lead staff initiatives. Demonstrates exceptional skills in enhancing guest satisfaction, resolving conflicts, and ensuring adherence to financial and operational standards. Committed to optimizing performance, fostering a positive work environment, and achieving organizational goals through effective leadership and operational oversight.
Overview
11
11
years of professional experience
Work History
Night Manager
Arlo Midtown
10.2022 - 06.2024
- Improved guest satisfaction by efficiently managing night operations and promptly addressing customer concerns
- Guided and motivated night team of 10+ by establishing and communicating responsibilities and goals to each member
- Maintained professional demeanor when addressing unsatisfied or distressed clients by expressing empathy and providing resolutions
- Boosted collections account resolution by 20% by effectively managing a large global customer portfolio, leading to improved cash flow and reduced bad debt exposure
- Drove new business development through qualifying leads, building relationships, and executing strategic sales
- Resolved customer queries promptly via phone, email, and in-person, resulting in a 30% increase in positive guest reviews
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry
Night Manager
Wellington Hotel
01.2016 - 06.2021
- Interacted with customers professionally by phone, email or in-person to provide information and directed problem resolutions to desired staff members
- Completed weekly, monthly and quarterly financial reports for senior management
- Manually post and settle in-house resident's monthly rent
- Ensure all credit card transactions are accurate, approved and balanced with payment processing software
- Prepared nightly reports, including payments, account reconciliations and financial statements
- Conducted regular audits of night shift activities to identify and rectify operational inefficiencies.
AFOM/ Night Auditor
Element Times Square
10.2014 - 12.2016
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue
- Performed nightly updates to room charges and rates
- Balanced hotel accounts and resolved discrepancies
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for the morning shift
- Looked over pending check-ins and payment processes to complete closing procedures
- Handled tasks and responsibilities for front office employees during periods of understaffing
- Kept accounts in balance and ran daily reports to verify totals
- Set up and entered all financial data into spreadsheets using Microsoft Excel
Guest Service Agent
Holiday Inn
09.2013 - 10.2014
- Maintained cleanliness and organization of front desk area
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered guest questions and referred to local points of interest
- Maintained financial accuracy by collecting deposits, fees and payments
- Prepared working papers, reports and supporting documentation for audit findings
Sales Representative
National Debt Relief
01.2014 - 09.2014
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs
- Explain then walk clients through completing documents and applications
- Led customers through smooth sales processes, including collecting payments and all required information
Education
Bachelor of Arts - Accounting And Finance
Wittenberg University
Springfield, OH05.2013
Skills
- Hospitality service expertise
- Excellent oral and writing communication
- Forecasting
- Spreadsheets
- Microsoft Office Suite
- Financial records review
- Great telephone etiquette
- POS/PMS proficiency (ie Infor HMS, Protobase
- Profit Sage, Elavon, Opera and Galaxy)
- Front desk operations
- Conflict Resolution
- Daily Transactions Review
- Audit Coordination
- QuickBooks
Additional Information
- National Council for Africana Studies (2012-2013) Treasurer of AIA, International diversity Group, Wittenberg University (2011-2013) WUSO FM Radio Talk Show Host, Wittenberg University (2009-2011) Certifications New York State Licensed Life Insurance Agent(2013)
Timeline
Night Manager
Arlo Midtown
10.2022 - 06.2024
Night Manager
Wellington Hotel
01.2016 - 06.2021
AFOM/ Night Auditor
Element Times Square
10.2014 - 12.2016
Sales Representative
National Debt Relief
01.2014 - 09.2014
Guest Service Agent
Holiday Inn
09.2013 - 10.2014
Bachelor of Arts - Accounting And Finance
Wittenberg University
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