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Shonna Newton
Pisgah Forest,NC
Work Preference
Summary
Experience encompasses payment processing and reservation management, with a focus on delivering effective customer service. Engaged in conflict resolution by addressing customer complaints and inquiries in a timely manner, which improved overall satisfaction. Involved in training new staff on operational procedures, contributing to team efficiency and knowledge sharing. Additional responsibilities included conducting night audits and generating financial reports, highlighting strong organizational skills and attention to detail.
Overview
8
8
years of professional experience
Work History
Inventory Control Clerk
Microtech Knives
Fletcher, NC
06.2025 - 08.2026
- Completed scheduled orders with efficient and accurate approach.
- Completed physical inventory counts.
- Sorted and delivered materials to different work areas and staff.
- Spearheaded and implemented standardized processes to control supply and inventory management.
FrontDesk Agent/Lead Night Auditor
Holiday Inn Express
Asheville, North Carolina
11.2023 - 06.2025
- Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
- Actively participated in developing strategies for improving customer relations.
- Participated in ongoing training programs related to job duties or responsibilities.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Responded to client inquiries and resolved issues promptly.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Followed established emergency procedures when responding to alarms or other incidents occurring on property grounds.
- Monitored closed circuit cameras throughout the property to ensure safety and security protocols were being followed.
- Promptly reported maintenance issues or safety hazards observed during shift rounds.
- Verified accuracy of guest accounts during the shift changeover process.
- Resolved any discrepancies in billing or reservations by researching data using multiple sources including internal databases, online resources.
- Processed credit card transactions accurately while adhering to PCI requirements.
- Trained new staff members on proper use of computer systems and front office processes.
- Greeted arriving guests warmly upon their arrival at the hotel.
- Performed check-ins, check-outs, and collected payments from guests.
- Managed the preparation of end-of-day reports and financial statements for management review.
- Handled incoming calls from guests requiring assistance with wake up calls, directions or other requests.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Guest Services Agent/Night Auditor
Hampton Inn
Sapphire, North Carolina
05.2020 - 11.2023
Guest Services Agent/Night Auditor
Comfort Inn & Suites
Brevard, North Carolina
04.2018 - 05.2020
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Transmitted and received messages using telephones or telephone switchboards.
- Computed bills, collected payments and made change for guests.
- Verified customer credit to establish payment method for accommodations.
- Input and confirmed reservations for guests.
- Arranged tours, taxis or restaurant reservations for customers.
- Assisted guests at check-in, providing information on various services within hotel.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Education
Certificatr - S.K.I.L.S. A Hospitality Course
Asheville Buncombe Community Technical College
Asheville, NC03-2019
Certificatio - Guest Services
American Hotel And Lodging Educational Institute
Ran With S.K.I.L.S. Course At AB Tech And Online03-2019
Accomplishments
- Outstanding Employee of the Month -Hampton Inn, Sapphire NC, March 2022
- Customer Service Gold Star- American Hotel and LodgingEducational Institute, March 2019
Skills
- Customer service
- Payment processing
- Reservation management
- Night audit
- Conflict resolution
- Cash handling
- Emergency procedures
- Security monitoring
- Data entry
- Attention to detail
- Problem solving
- Resolving customer issues
- Positive attitude
- Report generation
- Problem-solving skills
- Information documentation
- Travel arrangements
- Relationship building
- Polite communication skills
- Customer needs determination
- Recordkeeping proficiency
- Flexible schedule
- Special events organization
- Financial document preparation
- Customer complaint resolution
- Time management
Timeline
Inventory Control Clerk
Microtech Knives
06.2025 - 08.2026
FrontDesk Agent/Lead Night Auditor
Holiday Inn Express
11.2023 - 06.2025
Guest Services Agent/Night Auditor
Hampton Inn
05.2020 - 11.2023
Guest Services Agent/Night Auditor
Comfort Inn & Suites
04.2018 - 05.2020
Certificatr - S.K.I.L.S. A Hospitality Course
Asheville Buncombe Community Technical College
Certificatio - Guest Services
American Hotel And Lodging Educational Institute