• Answered multi-line phone system and greeted callers enthusiastically. • Identified visitors' needs to offer solutions and information. Maintained transaction security by verifying payment cards against identification. •Interacted with customers by phone, email or in-person to provide information. •Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies. • Kept accounts in balance and ran daily reports to verify totals. . Looked over pending check-ins and payment processes to complete closing procedures. •Investigated daily variances and corrected errors to resolve discrepancies. • Oversaw night auditing of daily room occupancy and hotel revenue.

•Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices. •Established and updated work schedules to account for changing staff levels and expected workloads. • Coached employees through day-to-day work and complex problems. •Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime. •Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities. •Utilized client and staff feedback to maintain customer partnerships and increase revenue.

•Interacted with customers by phone, email or in-person to provide information. • Trained new-hires on new procedures to better service customers. • Supervised payroll corrections for accuracy and duplications. • Completed monthly reports for senior management. • Drafted employee work schedules to fill coverage gaps. • Created training modules in partnership with HR for new hires. •Implemented new training programs for administrative personnel on office operations and latest technologies. •Directed and motivated office staff to deliver exceptional internal and customer support.