MICHELLE MERCADEL

New Orlea s, LA *****

Cell: 504-***-****

ad1j2l@r.postjobfree.com

Seasoned Night Auditor with more than 24 years of experience in fast-paced Hospitality . Excellent communication and computer skills. Track record of achieving exceptional results in checking guest in/out Professional PBX Operator with dedication to providing excellent customer service. Committed to driving efficiency improvements through streamlining workflows. Documented strengths in Lightspeed and PMS. Data entry

Managing phone systems

Strategic planning

Scheduling

Customer service

Welcoming customers

MS Office

Excellent verbal communication skills

07/2018 to 01/2020

FOUR POINTS BY SHERATON

New Orleans, LA

Night Auditor

Assessed data and information to check entries, calculations and billing codes for accuracy. Audited and balanced cash and credit transactions daily and reset register for next day's operations. Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews. Balanced accounts and conducted nightly audits to keep bookkeeping current. Assisted hotel guests with check in and out procedures courteously. 07/2017 to 07/2018

ASTOR CROWNE PLAZA

New Orleans, LA

PBX Operator

Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service. Developed and updated business phone directory to reflect current employees and other changes. Answered up to 75 calls per day in fast-paced environment, transferring callers to appropriate personnel. Provided training and coaching to new PBX operators. Completed connections between callers, departments and professionals. 02/2016 to 08/2017

SHERATON HOTEL

New Orleans, LA

Front Desk Agent

Greet, register, and assign rooms to guests of hotels or motels. Verify customers' credit, and establish how the customer will pay for the accommodation. Contact housekeeping or maintenance staff when guests report problems. Issue room keys and escort instructions to bellhops. Keep records of room availability and guests' accounts, manually or using computers. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. Compute bills, collect payments, and make change for guests. Review accounts and charges with guests during the check out process. Transmit and receive messages, using telephones or telephone switchboards. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.

Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities. Completed end-of-day reporting and balanced registers to maintain financial accuracy. Balanced accounts and conducted nightly audits to keep bookkeeping current. Posted charges, updated accounts and issued bills to departing guests. Managed customer complaints and rectified issues to complete satisfaction. RITZ CARLTON HOTEL

SUMMARY

SKILLS

EXPERIENCE

06/2001 to 02/2016

New Orleans, LA

Night Auditor

Greet, register, and assign rooms to guests of hotels or motels. Verify customers' credit, and establish how the customer will pay for the accommodation. Issue room keys and escort instructions to bellhops. Keep records of room availability and guests' accounts, manually or using computers. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. Compute bills, collect payments, and make change for guests. Review accounts and charges with guests during the check out process. Transmit and receive messages, using telephones or telephone switchboards. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.

HIGH SCHOOL DIPLOMA: GENERAL STUDIES 1988

John F. Kennedy High School, New Orleans, LA

EDUCATION AND TRAINING