Guest Service Agent/Night Auditor

Sharon Harris

**** **** **** ****** (**G) • Brooklyn, NY 11224 • 718-***-**** • **************@*****.***

Professional Profile

Dynamic customer/guest service professional with impeccable analytical, decision making, and time

management qualities. An unwavering commitment to customer service with the ability to build productive

relationships, resolve complex issues and win customer loyalty. History of meeting and exceeding

management expectations. Quick learner who adapts to new protocols and changing environments. Poised

and competent with demonstrated ability to transcend cultural difference; demonstrated team-building skills.

Areas of Experience

• Problem Analysis • Guest Relations

• Customer Service • Strong Interpersonal Skills

• Front Office Operations • Proficient in Microsoft Office Suite

• Multi-Line Telephonic Systems • Auditing/Reconciliation

Professional History

Hampton Inn New York, NY

Guest Service Agent

11/2014 – Present

Greet guests and complete the registration process including, inputting and retrieving information from the

computer, confirmation of

guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs,

providing a welcome

packet and ensuring guest knows location of room. Issue keys and process payments. Work to ensure guest

satisfaction.

Night Auditor

Perform duties relative to daily auditing and balancing procedures. Reconciling charges, perform back-up and

close out procedures and generates reports. Process reservations, payments and perform period-end duties.

Check guests in and out providing them information and additional services as needed. Assist as needed to

ensure maximum inventory is available.

Junior’s Restaurant Brooklyn,

NY

Front Desk Receptionist 2004 –

2014

Assisted patrons as they entered office. • Responded to telephone inquiries, provided quality service to

customers and associates inquiring about products and services offered. • Strived for quick complaint

resolutions; commended by supervisor for the ability to resolve problems on the first call and avoid escalation

of issues. • Became the “go-to” person for new representatives, particularly for challenging calls. • Assisted

with new employee training. • Managed reservation department; scheduled and confirmed reservations;

created menus for arriving groups.

Skyline Hotel New York, NY

Front Desk Agent

1999 – 2003

Verified customers’ credit and established how customers will pay for accommodations • Issued room keys

and escort information to bellhops. • Maintained records of room availability and guest accounts. • Performed

bookkeeping, e.g., balancing accounts and conducting nightly audits. • Posted charges for room service and

telephone usage to ledgers manually or utilizing CLS Programs. • Booked and confirmed reservations. •

Provided written reports and filings of unusual incidents.

Education/Specialized Training

New York Food & Hotel Management New York, NY

Certificate: Hotel and Restaurant Management

Curriculum Completed:

HIS/IBM computer System • Front Office Procedures • Housekeeping Administration • Food & Beverage

Operations • Law and Security • Back Office Procedures and Operations • Hotel & Motel Operations • Tourism.

New York Technical College Brooklyn, NY

Hospitality Management Program

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