Penny Lalonde
Parry Sound,Canada
Summary
Diligent Night Auditor with proven competence in managing nightly financial operations and ensuring accurate reporting. Successfully handled guest inquiries and resolved issues to maintain high satisfaction levels. Demonstrated proficiency in performing audits and maintaining data integrity.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Night Auditor/Front Desk Agent
Comfort Inn by Choice Hotels
09.2020 - Current
- Checking in/out of guests, accepting payments
- Balancing of daily receipts and deposits
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Enhanced guest satisfaction by providing efficient check-in and check-out services.
- Processed reservations and cancellations efficiently, optimizing room occupancy rates.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Generated and printed daily financial reports to track hotel performance.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Trained new staff members in customer service techniques and hotel operations.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Collected room deposits, fees, and payments.
Legal Assistant
Oldham Law Firm
10.2015 - 09.2016
- Legal Assistant to Senior Partner in local Law Firm
- Preparation of legal documentation
- Client billing
Court Clerk/Client Services Representative
Ministry of the Attorney General
09.2006 - 10.2015
- Day to day in-court operations preparing legal documentation, organizing exhibits, swearing in witnesses
- Manage data entry and preparing court dates and dockets in Criminal and Family Law for both Ontario and Superior Courts of Justice
- Providing clients with guidelines and court protocol
- Taking of court fees and restitution payments
- Balancing end of day receipts
Education
College certificate - Legal Studies
Cambrian College
Greater Sudbury, ON01.1996
Skills
- MS Office
- Billing and Reconciliation
- Customer service
- Front Desk Operations
- Multitasking and Organization
- Punctual and Dependable
- End-of-Day Processes
- Resolving issues
- Staff Training
- Time Management
- Credit and cash payments
- Safety and security procedures
- Policy compliance
- Complaint resolution
- Training and mentoring
- Oral and written communications
Certification
Legal Assistant Diploma, Present
Timeline
Night Auditor/Front Desk Agent
Comfort Inn by Choice Hotels
09.2020 - Current
Legal Assistant
Oldham Law Firm
10.2015 - 09.2016
Court Clerk/Client Services Representative
Ministry of the Attorney General
09.2006 - 10.2015
Legal Assistant Diploma, Present
College certificate - Legal Studies
Cambrian College
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