Cheryl Keuris
Anglemont,BC
Summary
Versatile hospitality professional with four year background as Night Auditor and more than 20 years in the Customer Service Industry. Knowledgeable about room ratings, account balancing and report generation. Thrives in high-volume environments using multi-tasking and time management strengths. Customer-oriented team member with strong background in customer relations, leadership, and administrative support. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Committed to leaving great, lasting impressions. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Night Auditor
Fairfield Marriott Inns and Suites, Salmon Arm
2022.07 - Current
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generate and print daily financial reports to track hotel performance.
- Look over pending check-ins and payment processes to complete closing procedures.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversee night auditing of daily room occupancy and hotel revenue.
- Keep accounts in balance and run daily reports to verify totals.
- Handle all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Investigate auditing discrepancies by reconciling cash drop and credit card transactions.
- Respond to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered and updated sensitive customer information during check-ins and room changes.
Night Auditor
Quaaout Lodge & Spa at Talking Rock Golf Resort
2021.04 - 2022.05
- 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.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- 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.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Business Travel Counsellor
American Express Global Business Travel, AmexGBT
2020.02 - 2021.03
- Utilizing online and internal resources to ensure interactions were accurate and compliant with all rules and regulations
- Resolving customer inquiries at first point of contact, customer service escalation handling and first call resolution; calming upset customers during onset of Covid
- Managed over 50 customer calls per day
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Team Lead/Chat Monitor
Intuitive Solutions, Pizza Hut
2015.07 - 2019.12
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Education
Alumna - Business Management
Barkell Business School
Port Moody, BCSkills
- Efficiently manage working under pressure while in high volume situations
- Inventory Oversight, Payment Oversight
- Time Management, Managing Reception
- Staff Training
- Daily Transactions Review
- Bookkeeping
- Quality Assessments
- Conflict Documentation, Conflict Mediation, Complaint Resolution, Resolving Issues
- Analytical Thinking
- Shift Scheduling
- Verbal and Written Communication
- Finance, Account Audits, Revenue Balancing
- Punctual and Dependable
- Property Management
- Very friendly and socially confident
- Exceptional customer service experience
- Manage large workload under dead-line driven environment
- Able to learn procedures and tasks quickly
- Familiar with Office Suite, Excel, QuickBooks, Word, Adobe Connect, and Zoom Meetings
- Driven to succeed
- Great at handling new challenges
- Product and Service Sales
- Great attention to detail with high standards
- Accurate Reporting, Audit Reporting
- Client Relations,
- Travel Arrangements
- Commission Tracking
- Leadership, Very Independent
Timeline
Night Auditor
Fairfield Marriott Inns and Suites, Salmon Arm
2022.07 - Current
Night Auditor
Quaaout Lodge & Spa at Talking Rock Golf Resort
2021.04 - 2022.05
Business Travel Counsellor
American Express Global Business Travel, AmexGBT
2020.02 - 2021.03
Team Lead/Chat Monitor
Intuitive Solutions, Pizza Hut
2015.07 - 2019.12
Alumna - Business Management
Barkell Business School
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