Teena Skelton
Cutler Bay,FL
Summary
Professional with experience in hospitality communication, equipped to handle high-pressure environments with grace and efficiency. Adept at managing multiple tasks, providing exceptional customer service, and ensuring seamless communication within hotel operations. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in switchboard operations, call management, and guest relations, with reliable and flexible approach to problem-solving.
Overview
5
5
years of professional experience
Work History
PBX Hotel Operator
JW Marriott Hotel
06.2023 - Current
- Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
- Operated switchboard and routed incoming calls to appropriate departments.
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Proactively identified opportunities for process improvements within the PBX department, resulting in more streamlined workflows.
Night Audit Supervisor
Mr. C
02.2020 - 03.2023
- Aided in reducing accounting errors by meticulously auditing invoices, receipts, and other financial documents as part of the nightly reconciliation process.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
Reservation Agent
Norwegian Cruise Line
11.2019 - 05.2020
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
License - Full Specialist
Beauty School of South Florida
04-2022
General
Coastal Pines Technical College
Waycross, GA04-2018
Skills
- Switchboard operation
- Emergency situation response
- Problem-solving
- Time management
- Attention to detail
- Conflict resolution
- Analytical thinking
- Computer literacy
- Appointment scheduling
- Multitasking
- Data entry
Timeline
PBX Hotel Operator
JW Marriott Hotel
06.2023 - Current
Night Audit Supervisor
Mr. C
02.2020 - 03.2023
Reservation Agent
Norwegian Cruise Line
11.2019 - 05.2020
License - Full Specialist
Beauty School of South Florida
General
Coastal Pines Technical College
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