Stanley Brockman
Butler,PA
Summary
Welcoming Night Auditor with 20 years of experience in customer service and financial reconciliation. Skilled at completing all tasks quickly with proven history of accuracy and fantastic mathematical abilities. Known for welcoming guests with positivity at all hours and quickly responding to room needs. Versatile hospitality professional with 20-year background as Night Auditor. Knowledgeable about room ratings, account balancing and report generation. Thrives in high-volume environments using multi-tasking and time management strengths.
Overview
10
10
years of professional experience
Work History
Night Auditor
Hampton Inn & Suites By Hilton
04.2021 - 09.2021
- 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.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Entered and updated sensitive customer information during check-ins and room changes.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Monitored hotel's budget and financial records.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Generated and printed daily financial reports to track hotel performance
- Looked over pending check-ins and payment processes to complete closing procedures
- Kept accounts in balance and ran daily reports to verify totals
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew
- Entered and updated sensitive customer information during check-ins and room changes
- Updated customer accounts with add-on room charges, minibar use, and room service bills
- Entered customer data into room system and updated information whenever patrons changed rooms
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor
- Collaborated with team members to handle guest requirements from check-in through check-out
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Oversaw night auditing of daily room occupancy and hotel revenue
Customer Service Representative
HomeDepot
03.2014 - 10.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Night Auditor
Super 8 Hotel
09.2011 - 05.2012
- 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.
- Generated and printed daily financial reports to track hotel performance.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Entered and updated sensitive customer information during check-ins and room changes.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
No Degree - Business Management
Shippensburg Area Senior High School
Shippensburg, PA09.1973
High School Diploma -
Farrell Area High School/Ums
Farrell, PA05.1973
Skills
- Time Management
- Account Audits
- Persuasion
- Systems Analysis
- Front desk operations
- Revenue monitoring
- Charge posting
- Hospitality service expertise
- Credit and cash payments
- Check-in and check-out procedures
- Company policies and procedures
- Guest services
- Reservation processing
- Drawer closing protocols
- Safety and security procedures
- Inventory oversight
Languages
Spanish
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Night Auditor
Hampton Inn & Suites By Hilton
04.2021 - 09.2021
Customer Service Representative
HomeDepot
03.2014 - 10.2019
Night Auditor
Super 8 Hotel
09.2011 - 05.2012
No Degree - Business Management
Shippensburg Area Senior High School
High School Diploma -
Farrell Area High School/Ums
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