Trinity McAnally
Aurora,CO
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Front Office Manager
Holiday Inn Express DIA
Denver, CO
08.2021 - 02.2023
- Managed departmental expenses within budget guidelines
- Ensure all front desk staff are properly trained and have the tools and equipment needed to effectively carry out their job functions
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Managed daily front office operations and guest check-in processes.
- Coordinated room assignments and efficiently handled guest requests to enhance guest experience.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Responded to guest reviews, contributing to a sustained guest satisfaction score of 90+.
- Analyzed customer feedback data to identify areas of improvement.
- Negotiated contracts with vendors and service providers for front office operations.
- Tracked office supply inventory and placed orders.
- Performs financial duties such as daily reports, credit card reversals, bank deposits, accounts receivable, rooming lists, and office supply inventory
- Completed end-of-month tasks to ensure accurate financial summaries.
- Oversaw C L C billing operations to maintain accurate accounts.
- Performed M3 audit to verify accuracy of financial documentation.
- Assisted in recruiting, training, evaluating, and developing staff to uphold high performance standards.
- Assisted in recruiting, training, evaluating, and developing staff to uphold high performance standards.
Night Auditor
Best Western Premier Denver East
Denver, CO
01.2021 - 08.2021
- Audited and balanced cash and credit transactions daily, ensuring accuracy for next day's operations.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Processed check-ins and check-outs efficiently for overnight guests.
- Compiled occupancy, revenue, and discrepancy reports to inform management decisions.
- Monitored guest reviews to enhance service quality and address concerns.
- Documented wake-up requests and set up automatic calls in system.
- Assessed checklist on daily basis and planned shift accordingly.
- Input and confirmed reservations for guests.
- Performed CLC verification to maintain accurate records.
Front Desk Supervisor
Fairfield Inn & Suites at Gateway Park
Denver, CO
01.2019 - 02.2020
- Supervised team, providing support for associates with questions and obstacles to enhance service quality
- Addressed guest voice complaints to ensure satisfaction and resolve issues promptly
- Performed night audit procedures to ensure accurate financial reporting
- Organize packets for GM (Night Audit Duties)
- Coordinated shuttle pick-up and drop-off schedules to optimize guest transportation services
- Post Charges to guests' Accounts
- Refund Funds to Guests
- Credit points to guests (Bonvoy Points)
- Do Redemption Posting on the monthly Redemption Folio
- Close and open monthly House Accounts/ Folios (Redemption,Laundry,Hospitality,etc)
- Submitted supply orders via Vistar to ensure necessary stock availability
Education
One Semester - Phycology 101, English 121
Red Rocks Community College
09-2014
Criminal Justice and Emergency Management Program -
Warren Technology School
Arvada, CO05-2014
High School -
Golden High School
Golden, COSkills
- Property management systems
- Revenue management
- Expense Oversight
- Financial Reporting
- Account Reconciliation
- Budgeting and financial planning
- Inventory control
- Daily Reporting
- Booking Coordination
- Schedule management
- Records management
- Vendor negotiations
- Hospitality services
- Team leadership
- Customer service
- Guest relations
- Verbal communication
- Interpersonal skills
- Attention to detail
- Multitasking
- Organization
- Administrative support
- Data management
- Performance Analysis
- Arranging/Sorting
- Patience
- Daily Reporting
Certification
- CPR Certified Through Warren Technical College
- TIPS Alcohol Training Completed
Timeline
Front Office Manager
Holiday Inn Express DIA
08.2021 - 02.2023
Night Auditor
Best Western Premier Denver East
01.2021 - 08.2021
Front Desk Supervisor
Fairfield Inn & Suites at Gateway Park
01.2019 - 02.2020
One Semester - Phycology 101, English 121
Red Rocks Community College
Criminal Justice and Emergency Management Program -
Warren Technology School
High School -
Golden High School