Wayne Tart
Hotel/Hospitality
Tampa,FL
Summary
Experienced, Professional, Dedicated and Fast Learner seeking employment with a reputable, well-established company who ranks highly in associate satisfaction and dedicates appropriate time training and developing their associates.
I have worked in the Hospitality/Hotel industry for 20+ years in hourly/supervisory and management capacities. Experienced with several brands including IHG, Westin, Marriott, IHG, Hilton, Wyndham and Hyatt Effective communicator and problem solver with a self-directed and organized approach. My personal mission is to make a positive impression upon every guest/resident encountered. Thorough training and experience in various hotel departments has given me a concise and clear understanding on how a hotel operates successfully for ownership. Reliable Night Auditor that is well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
6
6
years of professional experience
Work History
Night Auditor/Guest Services Associate
Hyatt Place Tampa Airport
09.2022 - Current
- Maintained working knowledge of nightlife, local dining establishments and historic sites to share with hotel guests.
- Explained hotel's amenities and World of Hyatt Loyalty program to guests upon check-in.
- Resolved guest issues with rooms or reservations with Empowerment, knowledge, and friendly service. Print reports detailing daily guest numbers, accounting expenses, and income and prepared daily reports for GM/Ownership.
- Set-up complimentary Coffee Station. Replenish Grab and go items in cooler and display case.
- Confirmed remaining arrivals and printed housekeeping reports for available inspected/clean guest rooms and resolved any discrepancies.
- Utilized Opera and Colleague as PMS system and ran audit. Switched business dates and prepared departure folios.
- Block arrivals for following day noting any special requests and communicate any needs with housekeeping manager. Document and drop any cash taken in during shift. Prepared Shift Recap and emailed to managers and front desk associate's.
Night Auditor
Homewood Suites By Hilton Tampa Avion Park
07.2022 - 09.2022
- Liaised with housekeeping staff to verify service requests and maintenance issues of hotel rooms and public spaces.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and make reservations.
- Successfully completed Front Desk and Night Audit ONQ training (115 online modules).
- Reported hotel and room maintenance problems to appropriate personnel for immediate remediation.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw night auditing of daily room occupancy and hotel revenue. Input daily data into Excel spreadsheet for GM/Ownership.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Promoted hotel brand's loyalty program Hilton Honors to any arriving guest that was not already a member and explained key benefits.
- Kept accounts in balance and ran daily credit card reports to ensure guest folios had proper authorization.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Overnight Concierge
Tampa Edition Luxury Residences
05.2022 - 07.2022
- Arranging and recommending restaurant reservations, coordinate spa services, coordinate and arrange transportation needs, procuring tickets for special events, attending to and assisting all residents and guests in a professional, friendly and efficient manner
- Maintain safety and security of building, residents and visitors and document throughout shift in Building Link
- Gather information about community amenities and events around Downtown/ Channelside area.
- Offered friendly and efficient service to residents, handled challenging situations with ease.
- Scan all visitors' photo identification in Building Link as well as any vendors entering building.
- Distribute any mail or packages to resident unit and place inside if resident was not present.
- Conduct hourly walks on all floors ensuring all doors are secure and elevators are operational.
- Assist residents with any special requests or questions.
- Screen all vendors and visitors and scan photo identification in Building Link.
- Communicate any special requests to next shift and complete shift log in Building Link.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Responded to resident inquiries efficiently and professionally to maximize resident satisfaction.
- Excellent communication skills, both verbal and written
- Organized and detail-oriented with a strong work ethic
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
Night Auditor
Epicurean Hotel
03.2022 - 05.2022
- Count cashier bank and ensure total is at $300
- Run Shift and Emergency reports
- Review Housekeeping reports and ensure that there are no discrepancies
- Check in remaining arrivals and ensure all rooms are blocked and vacant clean
- Acknowledge Marriott Bonvoy Members and offer complimentary glass of wine upon check in
- Log in to Marriott GXP and document all requests
- Communicate any requests to Loss Prevention
- Follow up and ensure guests received requested items
- Create daily reports including checkouts, check ins, occupancy, meeting room schedules, weather forecast, associate birthdays and anniversaries and distribute to all departments
- Perform bucket check and ensure rate variance report is in line with rates in system, notate any discrepancies and obtain additional authorization if needed
- Separate all food and beverage tickets, photocopy all Food and Beverage house account tickets
- Stock front desk with needed supplies, polish wine glasses for next day
- Authorize credit cards for remaining arrivals
- Compute totals on Daily Cash Drop Sheet and ensure totals match OPERA
- Close out cashier summary report, make cash drop if needed and run the audit
- Post no show charges and settle all No Show's
- Run financial reports and prepare to input totals in Excel worksheet for Daily Revenue Report; forward to Front Office Manager, Accounting and GM
- Run departure list, settle folios and run departure folios
- Prepare folios and distribute to Loss Prevention for delivery to rooms
- Checkout any guests departing hotel, inquire if future reservations were needed
- Solicit feedback on their stay and document any pertinent issues
- Communicate with Valet for any vehicles needing to be driven to the front drive area
- Begin pre-blocking Marriott Bonvoy and special requests for upcoming arrivals
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and make reservations as requested.
- Communicate any pertinent issues that occurred on shift in pass on log
- Run Cashier summary report and enter any cash drop on daily sheet.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Night Auditor/Guest Services Representative
Staybridge Suites Sabal Park
10.2021 - 03.2022
- Check In remaining arrivals and run emergency downtime reports
- Run Vacant Clean rooms report and resolve any discrepancies; Sell remaining rooms at rack rate
- Scan registration cards from checkouts that day, assign and type names then save on thumb drive.
- Meet with PM representative and acknowledge and document any pertinent information.
- Perform Bucket check ensuring registration cards have signatures, initials and rates/rate codes are correct - note any rate discrepancies.
- Authorize credit cards for remaining arrivals.
- Cancel any reservations with declined cards only after trying to contact guest via courtesy phone call.
- Compute and record daily deposit log.
- Gather all current day and evening closing shift reports as well as any credit card closed folios.
- Turn over OPERA system to next day after closing shift.
- Post any no show charges and settle to card on file and post information in End of Day Report.
- Route all prepaid reservations and charge virtual card as deposits.
- Pre block any special requests for IHG Rewards members and any groups due to arrive.
- Prepare Express Checkouts and deliver to guest rooms.
- Maintain and replenished complimentary coffee/tea station at all times; Assist with social hour.
- Process any expected departure as guests approach desk; inquire if future reservation was needed and solicit feedback from guest regarding their stay.
- Post and settle any purchases from Pantry through OPERA and drop any cash taken in during shift
- Prepare new Daily Deposit Sheet and ensure bank assigned is balanced and verified at $300
- Communicate any pertinent information that occurred during shift to arriving AM representative
- Restock pantry items, printers and guest amenities and forward departmental reports to department managers
- Log out of OPERA and Windows.
Night Auditor
Holiday Inn Express and Suites
07.2021 - 10.2021
- Verify bank received is at $300.
- Run emergency reports.
- Ensure remaining rooms are Vacant Clean and resolve any discrepancies
- Block and key remaining arrivals.
- Check in remaining CLC reservations in OPERA, then check rooms into CLC website.
- Ensure all rooms are matching status in OPERA.
- Post any charges from Marketplace to guest room, credit card or cash.
- Collect all closed cashier reports for current day; collect all registration cards from current day and paperclip.
- Process deposits on any new reservations that are third party and ensure deposit is taken for reservation and routing is set-up for incidentals
- Process and run express check outs for following morning, deliver to guest rooms.
- Ensure remaining arrivals have sufficient credit authorization prior to running audit, cancel any reservation where credit card declines.
- Run credit card balancing report and ensure all are settled, resolve any discrepancies.
- Post deposits and set up routing for all third-party reservations for next business day.
- Close cashier shift and run audit process.
- Separate reports according to stacking order
- Download and email specific audit reports for management and accounting
- Run registration cards for arrivals that day, block any special requests
- Input data on Excel spreadsheet for GM and accounting, email final reports
- Check out guests and settle, then offer to email or print folios.
- Run Vacant Dirty report for Executive Housekeeper prior to closing shift
- Close cashier and drop any cash received from marketplace sales. Record any pertinent information in IHG Quore for GM and co-associates.
- Print Arrivals report from IHG Website notating any IHG member and assign their requests.
Dual Night Auditor
Aloft/Element Midtown
03.2021 - 07.2021
- Check In remaining arrivals in a friendly and efficient manner.
- Inform guests of hotel services and amenities. Acknowledge Marriott Bonvoy members, express appreciation for their loyalty to club.
- Sign up and recommend non- Marriott Bonvoy members and explain benefits of joining.
- Run Vacant Clean housekeeping report and resolve any discrepancies.
- Input and post marketplace charges to guest room accounts through Micros.
- Conduct in house credit card authorization to ensure guests folios have sufficient credit card authorization; re-authorize any account not having sufficient credit limit.
- Review High Balance/Guest Ledger Summary reports and obtain additional authorization as needed.
- Settle any accounts nearing $1000.
- Post Overnight Valet Charges from Valet nightly prior to Audit being started.
- Organize and file closed shift reports from all associates
- Close out Marketplace micros and run final reports; compare to postings for day.
- Coordinate and assign any guest requests to night houseperson and record in Marriott GXP system; monitor GXP for all guest requests and open cases
- Review and verify all banks are at $300 with proper bank count forms and ensure all are correct and documented with witness signature
- Prior to starting Audit, begin Cashier status detail report as well as Cashier Close Out
- Ensure remaining arrivals have credit card authorization for room and tax; if card declines, cancel reservation
- Review accounts in Cashier House Accounts, adjust Food and Beverage accounts, tax exempt and promotional accounts: ensure all accounts are at $0 prior to beginning audit
- Run night audit process and review audit reports noting any discrepancies
- Post no show charges and settle folio to card on file; notate in daily report
- Email reports to GM and Operations Manager
- Review Credit Card transaction reports and ensure all are balanced
- Resolve any discrepancies
- Review all departures for that day; settle balances to $0
- Block all Marriott Bonvoy Members reservations for current day and note any special requests
- Create Daily Report noting all pertinent information for that day; arrivals, departures, occupancy, ADR, Room types/rates available
- Note any Function Rooms and starting times
- Distribute reports to department managers
- Notate any important shift information in Daily Pass on Log
- Calculate banks and ensure all are accurate and witnessed prior to leaving shift.
Concierge
Skyhouse Channelside Luxury Apartments
Tampa, FL
10.2020 - 01.2021
- Greet each resident, visitor and vendor in a warm, friendly and sincere manner using the NFC 5 diamond verbiage of “Welcome back” and “How was everything”
- Creatively engage the guest with aggressive hospitality
- Maintain the highest level of customer service at all times
- Proactively ensures a smooth operating facility and service experience by following specific department checklists
- Communicates any facility or client/ guest concerns through the appropriate chain of command
- Perform various maintenance duties as directed to maintain clean and safe establishment
- Scan and record all incoming packages through Building Link and send emails to residents alerting them that they have packages
- Clean and sanitize concierge desk, front entrance area, Skyhouse deck, Fitness Center, Club Room and Pool area every other hour
- Document all important incidents/ information in Shift log in Building Link
- Make reservations for residents requesting freight elevator through Building Link.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
Guest Services Representative
Le Meridien Hotel Downtown
02.2020 - 09.2020
- Check In/Out guests in a friendly and efficient manner
- Inform arriving guests of hotel services/amenities
- Promote hotel loyalty program (Bonvoy), if not already enrolled
- Ensure members receive benefits according to tier
- Follow up each arriving guest with a welcome call ensuring guests are satisfied with their room and relay hotel’s appreciation for choosing hotel.
- Solicit feedback and recommendations from departing guests on how hotel could have improved their stay.
- Follow up with email to department manager; Offer future reservations.
- Coordinate Shuttle transportation to and from airport.
- Communicate to incoming guests at airport where designated waiting area is located.
- Offer recommendations for dining, local events and tourist attractions.
Concierge/ Access Control
Towers of Channelside Condominiums
Tampa, FL
08.2019 - 01.2020
- Greet and welcome Residents/Visitors with a warm and friendly smile
- Scan and Sign for packages/mail for residents utilizing Building Link; deliver to residence as requested
- Greet all arriving visitors; request valid government issued photo and input vehicle information in system
- Assign a temporary parking permit and direct visitor to appropriate parking area
- Perform hourly elevator checks to ensure all are working well; document and report any non-working elevators
- Maintain thorough and pertinent shift notes Pass on any crucial information to the next shift
- Assist residents on Move In/Move Out day
- Assign elevator and block time in Building Link
- Re-confirm appointments day prior to move in/out date
- Follow legal and internal protocol for Emergency Service personnel/vehicles during emergency situations in order to maintain the resident's safety
- Utilize CMA and Meraki to observe activity around the buildings, note any suspicious activity and act and report accordingly.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
Night Auditor
Sandpearl Resort and Spa Clearwater Beach
01.2019 - 07.2019
- Check In remaining arrivals in a friendly and efficient manner; Inform the guests of the hotel amenities and assist with luggage
- Compute and sort food and beverage tickets from the restaurants and lounges; ensure all are closed
- Input totals in Excel ensuring totals match the final totals; resolve any discrepancies
- Run nightly reports and ensure vacant rooms are clean and ready to sell; distribute to department managers
- Consolidate and balance all credit cards totals by type and ensure totals match credit card transaction report; resolve and balance any discrepancies prior to running the audit
- Conduct in house bucket check ensuring in house guests have appropriate rate/rate code in system
- View balance and obtain additional authorization as needed
- Prepare Express Check outs for Bellman to deliver to guest rooms
- Block any special requests for next day arrivals noting any early check-In requests and amenities needed
- Pass on Important information to next shift and log in Communication Book.
Night Auditor
Westshore Grand Hotel Tampa
06.2018 - 12.2018
- Run Vacant Clean housekeeping report and resolve any discrepancies
- Input room service orders through Micros and deliver food and beverage items to guest rooms
- Post and close all room service folios through Micros POS
- Conduct in house credit card authorization to ensure guests folios have sufficient credit card authorization; re-authorize any account not having sufficient credit limit
- Review High Balance/Guest Ledger Summary reports and obtain additional authorization as needed
- Settle any accounts nearing $1000
- Post Overnight Valet Charges from Valet nightly prior to Audit beginning
- Direct all incoming monthly/weekly parking guests to hotel shuttle and record/file parking agreement
- Organize and file closed shift reports from all associates
- Close out Marketplace micros and run final reports; compare to postings for the day
- Coordinate and assign any guest requests to night houseperson and record in Marriott GXP system; monitor GXP for all guest requests and open cases
- Review and verify all banks are at $300 with proper bank count forms and ensure all are correct and documented with witness signature
- Prior to starting Audit, begin Cashier status detail report as well as Cashier Close Out
- Ensure remaining arrivals have credit card authorization for room and tax; if card declines, cancel reservation
- Review accounts in Cashier House Accounts, adjust Food and Beverage accounts, tax exempt and promotional accounts: ensure all accounts are at $0 prior to beginning audit
- Run night audit process and review audit reports noting any discrepancies
- Post no show charges and settle folio to the card on file; notate in daily report
- Email reports to GM and Operations Manager
- Review Credit Card transaction reports and ensure all are balanced
- Resolve any discrepancies
- Review all departures for that day; settle balances to $0
- Block all Marriott Bonvoy Members reservations for current day and note any special requests
- Create Daily Report noting all pertinent information for that day; arrivals, departures, occupancy, ADR, Room types/rates available
- Note any Function Rooms and starting times
- Distribute reports to department managers
- Notate any important shift information in Daily Pass on Log
- Calculate banks and ensure all are accurate and witnessed prior to leaving shift.
Night Auditor/At Your Service Overnight Server
Westin Tampa Bay
12.2017 - 06.2018
- Kept accounts in balance and ran daily reports to verify totals.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Introduced customers to Hotel amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program upon check in and explained key benefits,
- Developed and maintained positive relationships with guests for satisfaction. Prepared and delivered room service food orders in an efficient and friendly manner.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Generated and printed daily financial reports for GM/department managers and ownership.
Education
Associate of Arts - Business Management
Pasco/Hernando Community College
New Port Richey, FLSkills
- Proto base Credit Systems (7 YEARS)
- Microsoft Word, Excel, Publisher, Outlook
- OPERA PMS (Limited and Full-Service versions) 10 years
- Galaxy/Lightspeed PMS (3 YEARS)
- ONQ Certification (Hilton) Micros POS Transactions
- Concierge Assistance
- Hotel Reservations
- Guest Satisfaction
- Financial Transactions
- Personable Demeanor
- Promoting Services and Amenities
- Behavioral health services
Timeline
Night Auditor/Guest Services Associate
Hyatt Place Tampa Airport
09.2022 - Current
Night Auditor
Homewood Suites By Hilton Tampa Avion Park
07.2022 - 09.2022
Overnight Concierge
Tampa Edition Luxury Residences
05.2022 - 07.2022
Night Auditor
Epicurean Hotel
03.2022 - 05.2022
Night Auditor/Guest Services Representative
Staybridge Suites Sabal Park
10.2021 - 03.2022
Night Auditor
Holiday Inn Express and Suites
07.2021 - 10.2021
Dual Night Auditor
Aloft/Element Midtown
03.2021 - 07.2021
Concierge
Skyhouse Channelside Luxury Apartments
10.2020 - 01.2021
Guest Services Representative
Le Meridien Hotel Downtown
02.2020 - 09.2020
Concierge/ Access Control
Towers of Channelside Condominiums
08.2019 - 01.2020
Night Auditor
Sandpearl Resort and Spa Clearwater Beach
01.2019 - 07.2019
Night Auditor
Westshore Grand Hotel Tampa
06.2018 - 12.2018
Night Auditor/At Your Service Overnight Server
Westin Tampa Bay
12.2017 - 06.2018
Associate of Arts - Business Management
Pasco/Hernando Community College
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