William Spaulding
Hospitality
Jacksonville,FL
Summary
Proven leader in hospitality, adept at front desk operations and problem-solving, enhanced Courtyard by Marriott's guest satisfaction through meticulous night audit reports and staff training. Skilled in balancing transactions and administrative tasks, demonstrating a strong work ethic and hospitality service expertise. Achieved consistent financial accuracy, fostering trust and efficiency. Customer-focused professional with successful 12-year career in the hospitality sector. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Night Auditor/Front Desk Agent
Courtyard by Marriott
03.2012 - Current
- 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.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
- Compiled and presented detailed reports on nightly revenue, aiding in financial planning and analysis.
- Updated guest accounts and processed payments accurately, safeguarding financial integrity.
- Trained new staff members in customer service techniques and hotel operations.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
Account Representative
GC Services
02.2011 - 11.2011
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Kept detailed records of customer interactions for optimal traceability.
- Processed client payments and updated accounts.
Area Manager
McDonald's
09.2007 - 02.2011
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
Education
High School Diploma -
William M. Raines High School
Jacksonville, FL06.2007
Skills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Generating Reports
- Night Audit Reports
- Punctual and Dependable
- End-of-Day Processes
- Balancing Transactions
- Decision-Making
- Time Management
- Staff Training
- Account Reconciliation
- Hospitality service expertise
- Administrative Skills
- Hospitality services
- Front Office Management
Timeline
Night Auditor/Front Desk Agent
Courtyard by Marriott
03.2012 - Current
Account Representative
GC Services
02.2011 - 11.2011
Area Manager
McDonald's
09.2007 - 02.2011
High School Diploma -
William M. Raines High School
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