THERESA MCCORMICK
San Antonio
Summary
Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Polite and accommodating professional bringing several years of experience in hospitality settings. Sincere and helpful when working with guests, families, and VIPs to promote satisfaction and brand loyalty. Knowledgeable about handling reservations and accounting functions with little oversight.
Overview
16
16
years of professional experience
Work History
Front Desk Night Auditor
Hampton Inn By Hilton
San Antonio
09.2024 - Current
- Ensured that all paperwork was processed properly before closing out shift.
- Processed check-ins and check-outs of guests accurately in the hotel's computer system.
- Responded quickly to emergency situations by contacting appropriate personnel immediately.
- Resolved guest complaints promptly and professionally with a focus on customer satisfaction.
- Communicated effectively with fellow staff members in order to provide seamless service delivery.
- Greeted guests upon arrival and provided information regarding hotel services, amenities, and local attractions.
- Utilized problem solving skills when confronted with difficult situations involving customers or personnel.
- Coordinated with other departments such as maintenance or housekeeping when necessary.
- Greeted guests upon arrival and provided assistance with check-in and check-out procedures.
- Managed wakeup calls for departing guests according to their requested times.
- Informed housekeeping department when rooms were ready for cleaning after checkout.
- Assisted in maintaining the cleanliness of the front desk area and lobby throughout shift.
- Handled all cash transactions securely according to company policies and procedures.
- Balanced daily revenue and prepared end-of-shift reports for management review.
- Performed nightly audit functions such as verifying account balances are correct.
- Verified valid forms of payment including credit cards, cash, checks, or other authorized methods.
- Answered phone calls from guests requiring assistance or information about hotel services.
- Maintained an accurate logbook of room availability status updates each hour during shift.
- Audited all accounts receivable postings to ensure accuracy of charges to guest folios.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Assisted hotel guests with check in and out procedures courteously.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
Night Auditor
Hampton Inn By Hilton
San Antonio
05.2023 - 09.2024
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Received payments from customers via cash or credit cards.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Maintained a secure environment for the protection of guests' property and assets.
- Inspected alarm systems daily for proper operation and troubleshot any problems encountered during inspection process.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
Property Manager
Studio 6 and super 8
Oklahoma City
01.2018 - 05.2020
- Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards.
- Maintained accurate records of financial transactions including rent collections, security deposits, and other income sources.
- Processed evictions when necessary in accordance with state laws and procedures.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Developed and implemented effective leasing strategies to maximize occupancy rates.
- Analyzed market conditions regularly to identify opportunities for improving operational efficiency.
- Organized regular meetings between owners and tenants to discuss any issues or concerns they may have.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
Server Trainer
Dennys Corp
Oklahoma City
05.2009 - 06.2016
- Provided one-on-one support to ensure successful completion of training objectives.
- Maintained a positive learning environment by addressing any questions or concerns raised by participants promptly.
- Identified opportunities for improving existing processes related to training operations.
- Facilitated group discussions about complex topics related to server systems.
- Collaborated with other trainers to design innovative teaching strategies that engage learners more effectively.
- Monitored performance of trainees throughout the course duration to identify areas for improvement.
Education
GED -
Brownwood School
Brownwood, TX09-1991
Skills
- Night audit
- Revenue management
- Check-in procedures
- Cash handling
- Account reconciliation
- Customer service
- Conflict resolution
- Effective communication
- Time management
- Emergency response
- Problem solving
- Checking guests in and out
- Balancing accounts
- Welcoming guests
- Front desk operations
- Customer assistance
- Patience and tolerance
- Resolving issues
- Credit and cash payments
- Room inventory
- Posting charges
- Monitoring revenue
- Performing wake-up calls
- Reception management
- Guest services
- Check-ins and check-outs
Languages
English
Full Professional
Spanish
Professional
Timeline
Front Desk Night Auditor
Hampton Inn By Hilton
09.2024 - Current
Night Auditor
Hampton Inn By Hilton
05.2023 - 09.2024
Property Manager
Studio 6 and super 8
01.2018 - 05.2020
Server Trainer
Dennys Corp
05.2009 - 06.2016
GED -
Brownwood School