Front Desk Assistant Manager
Resume:
STEPHANIE LASS
**** ******* ** ******** *****, CA 95668
*********.*****@*****.***
CAREER PROFILE
A competent skilled professional with several years in administrative management, and outstanding face to
face guest service; AS400, LMS, PMS, various Microsoft programs, experience and a strong record of achievement delivering world class guest service and administrative management.
Ability to independently problem solve effectively in fast paced environments, while remaining compliant to company policies and guidelines; Excellent interpersonal communication and negotiating skills, coupled with the ability to effectively establish and maintain an outstanding rapport with all levels of personnel, business executives, guest’s, and management. Ability to independently resolve escalated guest related issues and quickly evaluate available alternatives in a logical manner.
ACT Logan, UT 07/2020 – Current
•Agent – Bank of America Customer Relations Representative
•Receive inbound calls from consumers with billing inquiries, payments, credits, and account adjustments in an expedient and accurate manner.
•Filing fraud and dispute claims, ordering replacement debit cards, and servicing all aspects of customer account.
•Independently providing outstanding problem-solving skills, while remaining compliant with all bank polices.
Silverton Hotel Las Vegas, NV 01/2020- 07/2020
•Hotel Operations - Extensive LMS, PMS, Kronos, AS400 operating systems as well as several Microsoft Word, Excel, and office presentation programs. I have a true passion for Hotel Operations; Specifically, in sales and in the industry of five star of face-to-face guest Services.
•Effectively resolve guest related issues with professional diplomacy, while remaining compliant to company profit and goals.
•Encompasses independently handling all functions and responsibilities for PBX, Room Reservations and Front Office. Providing excellent guest service while remaining receptive to company guidelines and procedures.
LNH Inc Las Vegas, NV 05/2008 – 01/2020
•Office Manager - Encompassed, Billing/Invoice, Contracts, Sales, Inspections, Payroll, Accounts Payable/Receivable and company bank deposits, precise money handling, credit card processing, typing, accurately generating office documents. Precise banking, daily deposit, audit, Revenue collection.
•Lead supervisors and team members to ensure cost control measures and level of service compliant with customer specifications, contract requirements and company standards.
•Prepared billing/invoice, analyzed and generated profit/loss reports, maintained all financial records.
Paris Hotel Las Vegas, NV 08/2004 - 05/2008
•Front Desk Agent – LMS Software, checked in and checked out hotel guests, Relief Supervised and trained new hires as needed. LMS Proficient and exceptional Sales and hotel upsell experience, cashier, bank $1500 accurate audit, excellent money handling skills, strong sales bringing additional $2500 in monthly commission sales.
•Multi tasked efficiently under pressure, defusing guest related issues quickly and accurately while remaining receptive to guest needs.
•Lead LMS program trainer/cashier; LMS audit, posted rate adjustments/credits/charges/comps/direct bills.
•Independently problem solved, settled and defused face to face escalated guest complaints efficiently and with diplomacy while adhering compliant to company guidelines and procedures.
Luxor Hotel Las Vegas, NV 08/2002 - 08/2003
•Assistant Manager- Managed and coached team to ensure the highest guest standards are met and that all guests receive prompt and personal recognition. Managed new and existing clients, meeting sales goals, attending conventions and set up.
•Promoted from Sales Coordinator to Wedding Chapel Assistant Manager.
•Responsible for managing, scheduling, hiring, training and coaching employees.
•Handled guest related issues; billings accounting adjustments credits and charges and follow up.
Las Vegas Hilton Las Vegas, NV 05/1994 - 08/2000
•Front Desk Agent – LMS Software Trainer, Lead LMS cashier, ensured that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Checked in and out, ensuring rate in accordance with room type, codes, settlement methods, comp and wholesale billing profiles correct. Authorized, Posted, and charged guests bill accurately.
•Responsible for balancing personal $1500.00 cash bank, Posted comp rates /codes, adjustments, credit card charges /credits, direct bills, applicable up charges, and additional services.
•Assisted in training new hires as needed and assisted with group reservations/group manifest/check in/keying/billing.
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