Apenisa Tora
San Jose
Summary
Dynamic hotel professional with extensive experience as a Night Auditor at Mana Island Resort & Spa. Expert in audit procedures and account reconciliation, consistently ensuring accurate financial reporting. Known for exceptional guest relations and responsiveness, enhancing customer satisfaction and retention. Proficient in Microsoft Excel, streamlining financial data management and reporting processes.
Overview
15
15
years of professional experience
Work History
Front Desk associate/ Night auditor Part Time
Aimbridge Hospitality
San Jose
01.2025 - Current
- Delivered exceptional guest service by efficiently managing front desk operations, resulting in increased customer satisfaction and loyalty.
- Conducted nightly audits to ensure accurate financial reporting, enhancing operational efficiency and compliance with company policies.
- Managed check-in and check-out processes for guests, maintaining a seamless flow and positive experience throughout their stay.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness, supporting overall guest satisfaction and comfort.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted guests upon arrival and provided excellent customer service.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Handled various administrative tasks such as filing paperwork, entering data into computer systems, photocopying documents.
- Resolved customer complaints in a professional manner while maintaining high standards of service quality.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Welcomed large volume of guests and improved overall customer service.
- Monitored lobby activity throughout shift to ensure safety of guests and staff members.
- Performed nightly audit of cash register drawers to verify accuracy of funds on hand.
- Provided timely and accurate information regarding hotel services, amenities, local attractions.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Managed guest check-ins and check-outs efficiently, ensuring a seamless arrival and departure experience for all visitors.
Hotel Night Auditor
Novotel Hotel Lami Bay Suva Fiji
01.2014 - 12.2019
- Balanced hotel accounts and resolved discrepancies.
- Helping guest early morning check outs
- Attend guests needs in the night and answer calls
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Performed nightly updates to room charges and rates.
- Configured and inputted financial data into spreadsheets utilizing Microsoft Excel.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Hotel Night Auditor
Pearl South Pacific Pacific Harbour Fiji
01.2011 - 01.2014
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Performed nightly updates to room charges and rates.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Balanced hotel accounts and resolved discrepancies.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
Hotel Night Auditor / Front Office
Mana Island Reaort N SPA
- Generated and printed daily financial reports to track hotel performance.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with vendors for repair and maintenance of hotel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Bachelor Of Commerce Hospitality Management - Hospitality And Tourism Management
University of The South Pacific
Suva FijiDiploma In Business Management And Accoubtung - Business Management
Fiji Institute of Technology
Samabula Campus Suva FijiSkills
- Audit procedures
- Property management systems
- Microsoft office
- Reservation management
- Guest relations
- Accounting
- Registration processing
- Balance reporting
- Tracking expenses
- Clerical duties
- Balancing accounts
- Daily reporting
- Administrative support
- Punctual and dependable
- Revenue balancing
- Account reconciliation
- End-of-day processes
- Night audit reports
Refrees
Rev Rodney Nielsen
Senior Pastor
East Valley Pentecostal Church International
2715 South White Road
San Jose
CA 95132
Ph# 408 500 5035
Mrs Kasanita Mareau
The Pearl South Pacific Resort
PO Box 144
Pacific Harbour
Ph# 679 8680390
Email : reception@thepearlsouthpacific.com
Languages
English
Timeline
Front Desk associate/ Night auditor Part Time
Aimbridge Hospitality
01.2025 - Current
Hotel Night Auditor
Novotel Hotel Lami Bay Suva Fiji
01.2014 - 12.2019
Hotel Night Auditor
Pearl South Pacific Pacific Harbour Fiji
01.2011 - 01.2014
Hotel Night Auditor / Front Office
Mana Island Reaort N SPA
Bachelor Of Commerce Hospitality Management - Hospitality And Tourism Management
University of The South Pacific
Diploma In Business Management And Accoubtung - Business Management
Fiji Institute of Technology