Customer Service Manager

Rozena Hightower

*** ***** **** ** *******, GA **339

Cell 301-***-**** - HM 770-***-****

Email: *******@*****.***

Profile

Proficient in providing grade A customer service. Administer my

extensive management and mentoring skills to motivate and achieve

long term goals of success including Front Office, Night Audit, and

Payroll, A/R & A/P for high end, full service and bouquet hotel.

Skills of Technology: Opera / Holidex, Epitome, Win-PM & PMS,

Marsha, Galaxy- Light speed, ADP -payroll and JDE- invoking system

and Microsoft Word, Excel etc.

Professional Experience

Rouge Hotel Washington, DC May,

2012 - August. 2013

Overnight Manager: Manage overnight operations for a full service boutique

hotel.

. Guest check in/outs valet parking, property walks to assure

guest safety and security.

. Reconcile front desk paperwork with posting journal

transactions. Create and settle credit card batches.

. Prepare ADR, No Show & Cancellation reports.

. Customer Service using effective solution, analyzing feedback

and implement.

. Enhance employee satisfaction and performance through providing

training, information empowerment and communications.

Sheraton Suites Alexandria, VA

Sept, 2009 - Sept, 2012

Accounts Receivables Specialist / Income Audit: Receiving verifies

and accurately records payments in accordance with accounting

policies and procedures. Maintain aging within 98% to100% in

collections calls and payments. Ensuring all guidelines where set in

place for Internal Audits.

. Income Audit verifies accuracy and reconciliation of front

desk, restaurant, banquets and night audit daily revenue

transactions. Reconciliation to comply with end of day closing

figures, including A/G and A/P promo coupons and banquet checks

room revenue and taxes etc.

. Accounts Receivables duties included reviewing and monitoring

delinquent vendor and guest accounts with strong collections

efforts. Weekly and monthly meeting to review upcoming Sales

and Catering groups to determine payment status. Posting

various payments including bank wires, credit cards and cash

payments to City Ledger accounts. Handle credit card chargeback

disputes that Included researching, refunds and deadlines of

corresponding.

. Daily airlines distress voucher and SPG Starwood billing

processing.

. Assist with month end closing, inventory and weekend MOD

shifts,

. Cross trained in Accounts Payable invoicing and weekly check

runs. General Cashing daily cash deposits and bank audits

. Training Front desk, Night Audit and Restaurant employees on

accounting policies and procedures.

. Customer Services inbound / outbound calls.

Aloft Washington National Harbor Nov, 2009 -

Nov, 2011

Over Night Manager: Managed and maintained over night staff,

including balancing and reconciling night audit tasks for

accounting. F&B, credit cards, front desk and journals entries.

Reconciling front desk paperwork to match final trail balance

totals. Income audit entrees

. Balancing F&B outlets to match house accounts daily totals.

Including refuel, bar, A/G-A/P and promo coupons. Nightly shift

closing and cashing handling,

. Credit card batch settlements and income journal entries. A/P

invoicing coding.

. Assuring guest quality services, safety and satisfaction.

. Distress passengers guest check in-outs. Expedia date entry and

invoicing.

Marriott at Fairoaks

Fairfax, VA

Asst Controller

July 2005 - June, 2009

Front Office Manger

Dec 2003 - June 2005

Asst Controller: Manage daily accounting functions, including,

Payroll, A/P, A/R, Income Journals, General Cashier, Journal

Entries, Direct bills and Month End Closing.

. Assisted and supported the Property Controller in

maintaining control over revenues. Expenses, assets and

liabilities. Responsible for payroll, benefits enrollment,

balancing and reconciling financial information through ADP

system.

. Preparations for P/L Analysis Reports each employees wages

expenses and labors

. Accounts Payable duties included accurately processing of

weekly invoices. Preparing payments for various vendors,

coding, data entries, PO's and expense reports.

. Accounts Receivables duties included reviewing and

monitoring delinquent vendor and guest accounts with strong

collections efforts. Weekly and monthly meeting to review

upcoming Sales and Catering groups to determine payment

status.

. Responsible for daily payroll processing and editing for

over 175 + employees.

. Balanced payroll journals entries to match all hourly and

salary employees.

. Posted checks to various city ledger accounts, maintain

billing control logs.

. Preformed Income Audits and Balanced guest/city ledger

transactions to comply with end of day closing figures

. Ensured that all G/L codes were posted correctly to the MRI

journals ledger accounts. Daily Tax and Miscellaneous

posting.

. Supervised and trained Accounting Staff including Night

Auditor on new policies and procedures.

. Performed functions of the Controller in her absence.

Promoted within the company to Asst Controller.

Front Office Manager: Manage all aspects and functions of the Front

Desk including Front Desk, PBX, Concierge, Transportation, Night

Audit and Guest Services.

. Oversee and supervise all duties performed by all front desk

employees including training on new policies and procedures.

Coach, Counsel and Discipline when necessary.

. Monitor and maintain proper scheduling to keep labor cost

down.

. Accountable for meeting or exceeding levels of service

required by mystery shopper surveys.

. Accountable for meeting or coming in under payroll and

expense budgets.

. Accountable for maintaining and monitoring cash handling and

proper shift closing procedures.

. Accountable for the "guest Ledger" and its proper daily

maintenance. Distress passenger vouchers and Airline Crew

sign in sheet.

. Weekly sales and review meetings for contacts and resume for

future and presents groups

. Great Customer Services and Guest Satisfaction.

Amerisuites

Sterling, VA

Aug, 2000 - Nov, 2003

Dallas, Texas

Sept, 1995 - July, 2000

Operation Manager: Managed and maintain all areas of Operations,

including Front Office, Housekeeping, Transportation and F&B.

Handled and resolved all guest complaints to ensure guest

satisfaction. In charge of all accounting from daily cash deposits,

A/R, A/P, third party billing and daily cash deposits.

. Controlled the cost for all departments including balancing,

processing weekly payroll and labor hours through our time

saver system. Monitor and order supply usage for housekeeping,

F&B, Sales and front desk departments through JDE system.

. Human Resources objectives by ensuring employee development,

Training, motivation including coaching and counseling

employees when needed. Ascertained compliance with established

policies and procedures of hotel.

. Prepared work schedules and retained adequate staffing for the

hotel.

. Assist Housekeeping with Inspection of guest rooms, public

access areas and outside grounds for cleanliness.

. Overseen A/P & A/R, kept accurate records including cash flow,

direct billing, collecting on delinquent accounts, charge

backs, coded invoices and preparing weekly vendor payments,

journal entries.

. Prepared and recorded bank deposits daily and reconciled

balanced sheets.

. Responsible for Sales/Catering overflow functions by

maximizing revenue profits.

. Audited daily income journal processed monthly reports and

taxes.

. Ascertained compliance with established policies and

procedures of hotel. Including month end closing.

. Performed functions of the General Manager in his absence.

EDUCATION

Hotel Hospitality / Accounting

Mansfield Junior College, Dallas Texas

June1991- June1993

Certification

Amerisutes Suites Property- Operation Management Training Program

Management Development Training by Marriott

Task Force Opening Team

References Provided Upon Request

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