Catherine Host
Moreno Valley,CA
Summary
To obtain a full time position that I can grow to my full potential. Enthusiastic hospitality professional with can-do attitude and strong desire to provide top-level service to public. Over 5 years of experience as Night Auditor in busy hotel.
Overview
16
16
years of professional experience
Work History
Front Desk/Hotel Night Auditor
Marriott Courtyard
08.2019 - 05.2024
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Assisted guests with special requests or accommodations, ensuring comfortable stay at hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Performed nightly updates to room charges and rates.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
- Conducted regular inventory checks on supplies necessary for front desk operations, placing reorders when needed to prevent shortages that could impact service quality.
- Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
- Supported training and onboarding of new hires to ensure they were well-equipped to handle hotel night audit tasks.
- Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
- Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
- Kept accounts in balance and ran daily reports to verify totals.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
Customer Service Representative(CSR)/Call Center Rep
Right Time Residential Services
04.2017 - 06.2019
- Increased customer satisfaction by addressing and resolving complaints in timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Pse-Clerk
USPS
08.2011 - 03.2017
- Unloading bins from trucks, sorting bins by zip code, emptying bins full of mail and sorting them to each carriers section
- Scanning packages and sorting by zip code
- Sorting and distributing of magazines and catalogs by zip code, driving postal vehicle to designated neighborhoods to deliver mail door to door, delivered mail to 14-16 blocks at time, pick up customers out going mail and take it to post office to mail it
- Facilitated timely delivery of packages by ensuring proper labeling and placement within designated sorting bins according to postal codes.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Loaded and unloaded shipping containers and vehicles.
- Enhanced customer satisfaction by efficiently sorting, routing, and distributing mail to appropriate destinations.
- Upheld professional demeanor when interacting with customers, coworkers, and supervisors to maintain positive work environment.
- Provided exceptional customer service while addressing inquiries about postage rates, mailing regulations, and other postal matters.
Customer Service/Call Center
Verizon
07.2008 - 05.2011
- Taking incoming calls from customers and solving their issues with their home phone/cable or internet
- Transferring calls to other departments as necessary,
- Changing customers features and contracts as deemed necessary
- Upgrading customers packages to fit their requests
- Multi-task note taking while talking to customer on phone
- Provided warm and friendly voice to every customer when called in
- Calls to current customers to see if wanted to upgrade their cable services,
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
Education
Some College (No Degree) -
Mt. San Antonio Community College
Walnut, CAHigh School Diploma -
Gahr High School
Cerritos, CA01.1998
Skills
- Microsoft Office
- Accounting knowledge
- Guest Relations
- Reservation Management
- Strong Work Ethic
- Customer Service
- Night Audit Reports
- Multitasking and Organization
- Front Desk Operations
Timeline
Front Desk/Hotel Night Auditor
Marriott Courtyard
08.2019 - 05.2024
Customer Service Representative(CSR)/Call Center Rep
Right Time Residential Services
04.2017 - 06.2019
Pse-Clerk
USPS
08.2011 - 03.2017
Customer Service/Call Center
Verizon
07.2008 - 05.2011
Some College (No Degree) -
Mt. San Antonio Community College
High School Diploma -
Gahr High School