Maria A Gross

**** ********** ***

Orlando, Florida 32812

Cell: 321-***-****

Email: acqkzp@r.postjobfree.com

QUALIFICATIONS:

Ensure the highest level of professionalism and customer service

Utilize solid judgment, product knowledge and excellent problem solving skills.

Demonstrate passion for excellence

Create a positive work environment by maintaining the highest level of ethics and integrity.

Ability to prioritize and remain focused on the issue at hand.

Skilled at learning new concepts quickly.

Works well under pressure.

Excellent customer service.

Demonstrated time management abilities.

Strong ability to reason and exceptionally detail and multi-task oriented.

Delegation of authority and responsibility.

Works well without supervision.

EXPERIENCE:

01/2015- Present Orange Lake Resorts

Manager -Inventory Administration

Management of all RCI related activities to include verifications, inbounds, modification and cancellations, as well as weekly audits to ensure reservations are in balance.

Manage distribution of off-site reservation reports, audits and synchronization of the reservations.

Manage and audit house set-up activities to include special requests, multi-week and extended stay reservations for all sites.

Manage the placement/removal and balancing of owner and bulk rental activities for all sites.

Manage the blocking and balancing of annual maintenance and scheduled unit renovations for all sites.

Ensure that reservations for all sites are monitored daily and block and segment changes are made to reduce the cost associated with the use of variable inventory.

Assist with preparation and updating of standard operating procedures and other training.

Team training, development and motivation.

Establish proactive team efforts to achieve departmental and company goals.

12/12-01/15 Wyndham Vacation Ownership

Accounts Payable Supervisor

Manage the hotel payable invoice process, which includes distributing work to employees, overseeing processing of hotel invoices, and reviewing check requests/invoices prior to submitting for payment to ensure accuracy.

Interact with internal/external customers regarding invoices discrepancies and credit card chargeback disputes.

Prepare/Review check requests and invoices for vendor Mini-Vac tours.

Develop and train employees.

Oversee processing of chargeback disputes.

04/12-11/12 Wyndham Vacation Ownership Orlando, FL

Customer Service Specialists

Ensure the highest level of professionalism and customer service

Utilize solid judgment, product knowledge, computer knowledge, and excellent problem solving skills.

Able to offer Detailed to insight and creative alternatives to assist guest.

Daily tracking and management communication of escalated issues and complaints.

Responsible for collection of any revenue due on packages being serviced.

Timely guest follow up ensuring customer service issues are resolved completely and promptly.

Demonstrated passion for excellence.

Prioritization of multiple tasks, demonstrate sense of urgency to complete task in addition to being detailed oriented.

Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable regulatory standards of Wyndham Vacation Ownership Values.

Responsible to assist the Reservations Coordinators with all calls where a supervisor or manager is requested and the agent is unable to manage the call.

Information gathered during QA investigation, regarding reservations agents or sales representatives is to be handled in a confidential manner and with your immediate supervisor/ manager on duty.

All customer records commented regarding the outcome of the situation.

Responsible for the performance of arrivals.

Required from time to time to assist with inbound reservations campaign assisting with incoming calls.

Attempt to save all cancel requests of marketing packages sold.

07/02-03/12 Diamond Resorts International Orlando, FL

Reservations Manager

Obtain the highest occupancy and revenue possible exceeding budget expectations.

Ensuring the highest level of customer service.

Yield and Revenue Management

Liaising with central reservations to communicate new rate plans and promotions

Ensuring all the relevant procedures were in place including writing the training manual, setting up documents and templates for the reservations department.

Maintaining the in-house reservations systems

Assisted the front desk staff with all guest related issues

Responsible for all other duties assigned.

Executing strong customer service abilities

Responsible for processing reservations requested received by fax, phone, email and mail.

Accepting and keeping records of advanced deposits on reservations.

Cooperate with the sales managers and assisted the front desk with in walk-in basis reservations.

Checking reservations for the guarantees of credit cards have been process.

Made sure that proper procedure to change or cancel reservations per e guest or wholesaler.

Coordinating the convention and conference groups and blocking there rooms.

Processing and filling of wholesaler requested correctly. Making sure all customer concerns are handled in a timely manner.

03/99-07/02 Sunterra Resorts Orlando, FL

Staff Accountant

• Prepares consolidated internal and external financial statements by gathering and analyzing information from the general ledger system and from departments.

• Maintains and balances an automated consolidation system by inputting data; scheduling required jobs; verifying data.

• Analyzes information and options by developing spreadsheet reports; verifying information.

• Prepares general ledger entries by maintaining records and files; reconciling accounts.

• Prepares payments by accruing expenses; assigning account numbers; requesting disbursements; reconciling accounts.

• Develops and implements accounting procedures by analyzing current procedures; recommending changes.

• Answers accounting and financial questions by researching and interpreting data.

• Provides accounting support for mergers and acquisitions by reviewing financial information; converting data to general ledger system; obtaining supplementary information for preparing financial statements.

• Protects organization's value by keeping information confidential.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Accomplishes accounting and organization mission by completing related results as needed.

09/88-02/1999 Massey Services Inc. Orlando, FL

Office Manager

• Assigning and monitor clerical, administrative and secretarial responsibilities and tasks among office staff

• Allocation of resources to enable task performance

• Coordinate office staff activities to ensure maximum efficiency

• Evaluate and manage staff performance

• Recruit and select office staff

• Organize orientation and training of new staff members

• Coach and discipline office staff

• Design and implement filing systems

• Ensure filing systems are maintained and current

• Establish procedures for record keeping

• Monitor record keeping

• Ensure security and confidentiality of data

• Design and implement office policies and procedures

• Ensure office policies and procedures are being adhered to

• Analyses and monitor internal processes

• Implement procedural and policy changes to improve operational efficiency

• Prepare operational reports and schedules to ensure efficiency

• Monitor and maintain office supplies inventory

• Review and approve office supply acquisitions

• Maintain a safe and secure working environment

• Handle customer inquiries and complaints

• Manage internal staff relations

EDUCATION:

American Hotel & Motel Education Institute Orlando, FL

Rock HurstUniversity Orlando, FL

Valencia Community College Orlando, FL

Interlachen High School Diploma Interlachen, FL

Skills: CRS, Liberation, Rebate Admin, RCI Res Link, RCI reporting, II Easy, System 9900, EZ-Yield, Room Rez, Wholesaler Websites, InnPoints, Window, Outlook, Opera, CRS, Time Shareware, Sales Force.

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