Yliana Palmer
Charleston,SC
Summary
Results-driven Hotel Night Auditor with robust experience at Hampton Inn Suites and Sleep Inn Hotel West Ashley, excelling in financial transaction management and enhancing guest relations. Achieved notable improvements in customer engagement through strategic upselling and effective problem-solving, culminating in a rapid promotion from Level 1 to Level 3 Agent at Call Experts Call Center. Demonstrates strong oral communication skills and meticulous attention to detail, contributing to operational excellence in hospitality management.
Overview
7
7
years of professional experience
Work History
Hotel Night Auditor
Hampton Inn Suites West Ashley
Charleston, US
05.2023 - Current
- Supervise the night audit operations
- Handle guest requests and customer issues during the night shift
- Supervise the night accounting employees; review and verify work, train and schedule
- Investigate and handle disturbances and emergencies during shift
- Perform functions of Night Auditors, as needed, to provide coverage and ensure completion of working a timely, accurate manner
- Prepare reports and communications to Controller or other Hotel Department Heads on night issues/problems and other pertinent information regarding night operations
- Supervise the balancing, reconciliation and closing of various daily accounts and prepare the daily statements to provide accurate, timely information to management while ensuring proper controls are maintained
- Maintain preparedness and implement emergency procedures when appropriate to protect hotel guests, staff and assets
Hotel Night Auditor
SLEEP INN CHARLESTON
Charleston, US
10.2020 - 10.2023
- Overnight Guest Service representative
- To ensure all revenue is posted to the correct department and to balance the guest ledger on a daily basis, and complete all necessary reports
- Keep accurate accounts of cash, checks, and credit card transactions
- Handle confidential information, including guest records, with a high degree of integrity
- Address guest complaints, issues, and/or requests in a friendly and professional manner taking initiative to resolve all issues
- Ensure that all matters are resolved or addressed with the proper department head
Hotel Night Auditor
Motel 6 / Studio 6
Charleston, US
05.2019 - 01.2022
- Overnight Guest Service representative
- To ensure all revenue is posted to the correct department and to balance the guest ledger on a daily basis, and complete all necessary reports
- Keep accurate accounts of cash, checks, and credit card transactions
- Handle confidential information, including guest records, with a high degree of integrity
- Address guest complaints, issues, and/or requests in a friendly and professional manner taking initiative to resolve all issues
- Ensure that all matters are resolved or addressed with the proper department head
Customer Service Representative
Call Experts
Charleston, US
05.2018 - 05.2019
- In a call center setting I was the answering service for thousands of clients from HVAC businesses to Doctor offices to Technical Support Government Businesses
- Spearheaded from a Level 1 Agent to a Level 3 Agent and Dispatcher in less than 6 months
- Achieved advanced training in various accounts such as hotel reservations for Hotel Guides, order taking for Danbury Mint, Beauty Trends and various other accounts
- Scheduling and canceling doctors appoints
- Dispatched emergency messages to the on-call doctor
- Worked on compliance and ethic hotlines, as well as took messages for Rape Crisis lines, and Alcoholics Anonymous calls
- As well as many employees call out lines (Whole Foods, Magna Seating, Penn Hospital, Spring Hill Seating)
- Government Calls and Technical Support line for New Jersey, South Carolina, NIC Maryland and N-Court for citation payments
- Bail Bonds calls, was the receptionist for various lawyers where we to their messages and either connected them to the caller or auto-emailed the messages to them when they were unavailable
Education
Some College (No Degree) - Medical Billing and Coding, Medical Assistant
Virginia College of Charleston
North Charleston, SCSkills
- Telecommunications Specialist
- Customer Engagement Representative
- Analytical Problem Solving
- Guest Arrival Management
- Strategic Upselling Techniques
- Night Audit Management
- Guest Relations Management
- Detail-Oriented Focus
- Strong Oral Communication Skills
- Hotel Operations Expertise
- Technical Proficiency
- Hospitality Management
- End-of-day processes
- Regular Performance Reporting
- Financial Transaction Management
- Problem-Solving Expertise
Personal Information
Authorized To Work: US for any employer
Timeline
Hotel Night Auditor
Hampton Inn Suites West Ashley
05.2023 - Current
Hotel Night Auditor
SLEEP INN CHARLESTON
10.2020 - 10.2023
Hotel Night Auditor
Motel 6 / Studio 6
05.2019 - 01.2022
Customer Service Representative
Call Experts
05.2018 - 05.2019
Some College (No Degree) - Medical Billing and Coding, Medical Assistant
Virginia College of Charleston
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