CHERYL BEAN

**** ******* **** ****** *****: 202-***-****

Capitol Heights, MD 20743 adympd@r.postjobfree.com

PROFESSIONAL SUMMARY

Highly motivated and results driven professional with 20+ years of customer service experience in the hotel industry. Skilled in all aspects of hospitality with a passion for helping customers enhance their experience. Extremely well-organized and detail-oriented, able to function under pressure, excellent communication, and the ability to work independently and in a team environment.

WORK EXPERIENCE

Kay Management - Capitol Heights, MD February 2023 - Present

Leasing Specialist

Performs all sales and leasing activities to achieve the community’s revenue and occupancy goals

Conducts community tours and show apartment units to prospective tenants

Process applications including performing credit screenings and criminal background checks

Prepares leases and move-in packages; facilitate tenant walk-throughs upon move-ins and move-outs

Monitors activities and evaluates current market trends and competitor conditions that may impact the community’s occupancy and sales goals

Develops and implements promotions to increase sales

Coordinates maintenance issues with the maintenance team addressing all tenant complaints/concerns in a timely manner

Residence Inn by Marriott, GF Hotels - Greenbelt, MD May 2022 - February 2023

Senior Front Desk Representative

Coordinated Front Desk operations including training staff, handling cash, and executing sales

Provided leadership and direction to staff on sales goals and promotions

Managed, mentored, and motivated front desk staff to maintain optimal customer service satisfaction levels

Compiled daily, weekly, and monthly reports to general manager and department heads

Operated the reservation system; check-in and check-out system; credit card system; and ensured all safety and security procedures were adhered to

Executed audits and reconciled all financial records such as room charges, cash drawer activity, credit card transactions, and final bills

Promoted “preferred” guest programs and provided recognition and benefits to current members

Supported guests and employees in resolving concerns or complaints

Maintained accurate cash sheets and balanced cash drawer

Operated the switchboard, dispersed calls, and secured messages and faxes for guests

Residence Inn by Marriott Ritchie Station - Capitol Heights, MD September 2021 - May 2022

Front Desk Associate

Welcomed all guests; addressed guests service needs; assisted individuals with disabilities; and provided exceptional customer service to meet guest needs

Operated and maintained an accurate reservation system for processed check-ins and check-outs; room reservations, requests, changes, and cancellations

Prepared registration (folio) cards for completeness and accuracy

Performed audits and prepared reports on room information to provide Rooms Management with a picture of how they were performing

Maintained accurate cash sheets and balanced cash drawer

Conducted trainings and orientations for new front desk staffers

TownePlace Suites Clinton at Joint Base Andrews - Clinton, MD April 2019 - August 2021

Front Desk Associate

Managed front desk and processed reservations and check-ins/check-outs

Delegated housekeeping, security, and service requests

Responded to guest inquiries and resolved guest complaints as needed

Ensured the correct billing charges and credits were reflected on guests folio statements

Balanced cash receipts, performed bucket checks, and completed other cashier/money handling responsibilities adhering to prescribed guidelines and procedures

Communicated pertinent information to team members and guests

Residence Inn - Washington, DC December 2017 - February 2019

Guest Services Agent

Managed front desk and registered guests, made/canceled reservations, issued room keys, and provided information and area attractions to hotel guests

Properly cashed out at the end of shift, ensuring that all monies balanced to the cashier transaction reports, and that all paperwork was accounted for, signed and balanced

Collaborated with housekeeping and maintenance to ensure guests needs were met

Prepared room status sheets for housekeeping and updated Housekeeping on rooms available to clean as guests checked out or rooms were unoccupied

Prepared daily reports and correspondence

Created Prepared and restocked the front desk with supplies including preparing arrival packets

Hampton Inn Navy Yard by Hilton - Washington, DC July 2017 to December 2017

Front Desk Associate

Performed a variety of guest service activities that included registering and assigning rooms; posted charges, processed check-outs, collected payments and corrected any billing errors

Executed checked-in guests at a high volume and a fast paced environment ensuring their request were met

Reviewed logs to determine day’s events to best accommodate guests

Assisted team members and other departments wherever necessary

Created incident reports for guest injuries; issued reports to appropriate departments

SKILLS

Proficient in Microsoft Office, Outlook, and Word

Strong accounting, organization, and communication skills

Skilled in data entry, medical records, sales, accounting, hospitality, property management, Switchboard, veterinary, cashiering

Experienced with team collaborating and conflict mitigation

EDUCATION

Manor High School - Portsmouth, VA

Diploma /GED – August 1979

CERTIFICATIONS AND LICENSES

CPR Certification

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