Front Desk Night Auditor

CARRIE KNAPP

**** ******** **** *** ***, Columbus, OH 43229 · 614-***-****

************@*****.*** · https://www.linkedin.com/in/carrie-knapp-4b163733/ PROFESSIONAL PROFILE

Creative, hard-working, detail-oriented professional with a variety of experience within the Hotel industry. Excellent leader/team member in fast-paced environments. PROFESSIONAL EXPERIENCE

12/2021-6/2022

NIGHT AUDITOR, DUAL TOWNEPLACE SUITES & SPRINGHILL SUITES COLUMBUS AIRPORT, GAHANNA, OH

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.

• Thank departing guests, verify accurate billing, and encourage return visits.

• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.

• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.

• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.

• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.

• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.

• Always maintain professionalism consistent with hotel brand and company expectations.

• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.

• Maintain balance and security of house bank and accurately log all transactions. 5/2021 –12/2021

NIGHT AUDITOR, THE GRADUATE HOTEL, COLUMBUS, OH

• Audit the daily guest ledger

• Handle all end-of-day accounting functions including posting daily room rates and room tax

• Ensure accuracy of all charges to guest folios

• Average sum of revenues of all accounts receivable from food, room and other departments

2

• Act as front desk clerk, checking guests in and out, booking reservations and resolving guest issues

• Make cash drops in accordance with proper cash handling procedures

• Organize the Front Desk area so that the A.M. Front Desk staff can properly prepare for their shift

• Monitor the hotel security camera system

• Ensures that the lobby is well-maintained, properly lit and with music at proper volume

8/2017 – 8/2020 AND 2/2021-5/2021

NIGHT AUDITOR, MARRIOTT, FAIRFIELD, TOWNEPLACE SUITES BRANDS

MULITPLE LOCATIONS

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.

• Thank departing guests, verify accurate billing, and encourage return visits.

• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.

• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.

• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.

• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.

• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.

• Always maintain professionalism consistent with hotel brand and company expectations.

• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.

• Maintain balance and security of house bank and accurately log all transactions. 8/2020 – 2/2021

FRONT DESK MANAGER/NIGHT MANAGER, MOTEL 6, COLUMBUS, OH

• Responsible for day-to-day operations at the front desk

• Managed all check-ins, check-outs, reservations, and group sales

• Audit the day’s business in the computer systems as well as the entire days paperwork and records.

• Maintained records and files in an organized easily understood manner.

• As Employee Coordinator I recruited, marketed for, screened and trained front desk employees to gain consistency and implement well organized and reliable scheduling at the front desk.

• Help Supervising all aspects of employment for staff (recruiting, hiring, training, scheduling, leadership, supervision, motivation, proper delegation of hourly tasks, retention and termination of employment).

3

• Maintain positive Team Member relations at the property, respond promptly to Team Member concerns and complaints, ensure all assessment and development reviews are completed in a timely manner.

• Manage the standards and procedures of Motel 6 through effective planning, organization, training, and decision-making in compliance with all applicable local, state and federal laws.

• Conduct regular quality inspections to ensure compliance with quality standards and preventative maintenance goals.

• Maintain Motel 6 Standard Operating Procedures (SOPs) and audit standards. Create and maintain a positive brand image within the community 5/2015 – 5/2017

NIGHT AUDITOR, THE VENDUE-CHARLESTON ART’S HOTEL,

CHARLESTON, SC

• Ran the property management software, Micros, and accounting products to complete the nightly audit.

• Coordinate customer service with overnight bell/valet to ensure the highest customer service standards.

• Completing basic front desk tasks and coordinating with property F&B outlets to ensure posting accuracy, cash balance and open/close.

• Constantly interact with the guests so that they are well updated on what exactly are the expectations of the incoming guests.

• Become aware of the issues faced by the customers and make sure that better solutions are offered to them, and adjustments are made if warranted.

• Responsible for taking care of the guests and providing them with the best hotel amenities and facilities to ensure that they remain content and satisfied.

• Keep on top of closing out open folios as well as dealing with third party billing issues.

• Skilled in the art of service recovery and capable of training staff in how to do so.

• Accept or deny third party update requests.

• Ensure that the security system is properly functioning and that it is in good working condition, and to ensure that the hotel environment is safe and secured

• Have excellent leadership skills and should be able to supervise and train the staff members that have been newly appointed.

• Flexible and adaptable to different changes and have good decision-making skills.

• Goal oriented to achieve the business goals and objectives.

• Have strong interpersonal communication skills and should be able to handle pressure situations.

5/2012 – 5/2015

NIGHT AUDITOR, THE FRANCIS MARION HOTEL, CHARLESTON, SC

• Responsible for the day-to-day operations of the front desk

• Managed the check ins, check outs, reservations,

• Ran the daily audit of the hotel using the operating system Opera as well as the corporate accounting software Microsoft Excel.

• Managed the credit card settlement and daily cashier postings.

• Managed the audit daily banquet postings, balance and post to individual accounts

• Assist guest with information of the city, touring, dining, shopping and more.

• Receive and process new reservations via phone for hotel guest 4

• Ensure that guests requests/needs are immediately addressed and follow up in detail for complete guest satisfaction

• Adhere to hotel policies when processing reservations, interacting with guests in dialogue and other employees.

• Enter detailed information and comments pertaining to the guests stay in property management system and follow up communication with other staff members as need be.

• Managed the audit daily banquet postings, balance and post to individual accounts 5/2012 – 5/2015

RELIEF NIGHT AUDITOR (THURSDAY AND FRIDAY EVENINGS), ANDREW PINCKNEY INN, CHARLESTON, SC

• Upon guest’s arrival personally welcome and interact with guest at reception desk.

• Warmly assist guest and provide hotel information pertaining to their stay.

• Process hotel guest check-in and check-outs

• Provide guest assistance for various requests or needs during stay with the attitude that no detail is too small.

• Assist guest with information of the city, touring, dining, shopping and more.

• Receive and process new reservations via phone for hotel guest

• Ensure that guests requests/needs are immediately addressed and follow up in detail for complete guest satisfaction

• Adhere to hotel policies when processing reservations, interacting with guests in dialogue and other employees.

• Enter detailed information and comments pertaining to the guests stay in property management system and follow up communication with other staff members as need be.

• Managed the audit daily banquet postings, balance and post to individual accounts 8/2010 – 4/2012

TELEMARKETING/APPOINTMENT MANAGER, HEALTHY HOME

FOODS, CHARLESTON, SC

• Screened, hired, trained, supervised and coordinated up to 8 telemarketer/appointment setters.

• Generated leads in liaison with the business owner and sales reps, then delegated calls to be made to my supervisees.

• Maintained records and files in an organized easily understood manner.

• Use lead generating software to make phone calls to business owners in order to set appointments for sales reps to present the company’s product.

• Had stellar comments from my supervisors, representatives, and the business owners themselves regarding my eloquence and communication abilities. EDUCATION

8/2006-5/2008

ASSOCIATES OF ARTS DEGREE IN RADIO/TV BROADCASTING, NATIONAL COLLEGE OF LEXINGTON, KY

• National Collegiate Honor Scholars

• Communication Arts Awards

5

• National Honor Roll

• 4.0 GPA

• Presidential Honor Scholar for Communications, Honor Roll and National Deans list multiple times

• Multiple Honors and Special Recognitions for English, Literature and Writing

• National Broadcasters Awards

ACCOUNTING SOFTWARE AND OPERATING SYSTEMS

• Fosse

• OPERA

• MICROS

• Hilton OnQ

• Microsoft Office

• Quickbooks

• M3

• Maestro

REFERENCES

Jordan Freese: Fairfield Inn and Towneplace Suites Columbus/Hilliard (AGM) 618-***-****

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