Customer Service Office Staff
Resume:
Kevin Eugene Williams
*.*.***********@*****.***
Address: **** ***** **** **. ***. 16, Daytona Beach FL, 32114 ? Mobile:
OBJECTIVE
Seeking a career in hospitality and/or the finance industry, where
extensive experience and education will be further developed and utilized.
EDUCATION
Bethune-Cookman University, Daytona Beach, Florida
Bachelor of Science in Accounting, December 2008
TECHNICAL SKILLS
* Proficient in OPERA, PERFORM with price optimization management, Holidex,
and OnQ
* Proficient in Payroll system, Paycor
* Proficient in Microsoft Office (Word, PowerPoint, Advance Excel & Advance
Access), QuickBooks, Microsoft Outlook
CERTIFICATION
*Guest Service Manager Program - Front Office Operations Training (FOOT)
*Hurricane Preparedness Workshop
*Managing Express Start for Improved Guest Satisfaction
* Promise Kept - A framework for Service Recovery
* STAY REAL training
WORK HISTORY
April 2014 - Present Hilton Garden Inn, DBA, Customer Service
Representative Daytona Beach, Florida
* Communicates with over 25+ guests daily to ensure customer satisfaction.
* Respond appropriately to guest complaints, solicit feedback, and build
relationships to drive customer loyalty.
* Make and confirm reservations.
* Verify customers' credit, and establish how the customer will pay for the
accommodation.
* Perform bookkeeping activities, such as balancing accounts and conducting
nightly audits.
* Record guest comments or complaints, referring customers to managers as
necessary but usually can be handle with the authority
I have been provided
* Transmit and receive messages, using telephones or telephone
switchboards.
2011- February 2014 Holiday Inn Express, Front Office
Manager/Account Payable Daytona Beach Shores, FL
* Communicate with over 25+ guests daily to ensure customer satisfaction.
Ensure front office staff of 8 provides guest with prompt service,
professional attention and personal recognition.
* Participate in the preparation of the annual departmental operation
budget and financial plans. Monitor budget and control labor cost and
expenses with a focus on rate strategy, building initiatives and inventory
management
* Oversee night audit function and preparation of daily financial reports.
* Develop Plans to increase occupancy and ADR
* Responsible for the payroll of 55+ employees, biweekly, using Paycor
* Manage day to day staffing requirements, plan and assign work, and
establish performance and development goals for team members.
* Ensure staff is properly trained on systems, security and cash handling
procedures, and service and quality standards.
* Guest Service Champion - Providing mentoring, coaching and regular
feedback to help manage conflict and improve team members' performance and
personality when serving in a hospitality environment.
* Respond appropriately to guest complaints, solicit feedback, and build
relationships to drive customer loyalty.
* Responsible for responding to guest relation cases, and disputes
* Managed group reservations, group and local negotiated contracts,
invoices, and meeting room rentals (director of sales)
* Oversee commission payments
2008 - May 2014 Beachside Motel, Night Audit, Customer Service
Representative Daytona Beach Shores, Florida
* Performs all task using adding, bookkeeping, calculating machines and
programs
* Performs duties as hotel clerk
2004-2007 Bethune-Cookman University, Accounting Tutor
Daytona Beach, Florida
* Taught over 50 accounting and non-accounting students basic accounting
skills
* Responsible for several students' academic success in accounting classes
* Broke down accounting concepts, making it easier to comprehend
ACHIEVEMENT - 2013 IHG Quality Inspection - PASSED grade of 89.67
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