Hotel Manager
Resume:
Cheryl Davis Fontanille
**** ******** ***. ********* *. Kenner, Louisiana 70065
Summary:
Controller, Front Office, Reservations, Sales and Human Resources with over Twenty One years of experience coupled with a college degree in Travel & Tourism Management. Extensive business track record to include exceeding profits by maximizing revenues (record breaking numbers in Accounts Receivable for 12 consecutive years-held steady at 98% current---50% flow-through---GSI scores at 96% monthly---conquered 10% more “GTD” Sales efforts yearly to include: repeat high volume business, National and Local Sales accounts). Communication and interpersonal skills to build teams that meet and exceed budget goals. Proven and demonstrated skills to successfully manage train and develop Department Heads. Monthly Profit and Loss reviews with ownership.
Skills:
Extensive experience in implementation and training
Multiple PMS packages.
Apollo
Windows 98, XP and Vista
Lodgistix
Lotus 123
Pars
Delphi
Worldspan
HIS
Fidelio
Microsoft Office (including): Word, Excel and Outlook
Profit Manager
Pay force
Timesaver
M3
Quickpay
QuickBooks
EVerify
Special Honors:
1997 – 1999
Served on JD Powers Leadership Committee
May 1999
Manager of the Month
Fairmont New Orleans Hotel
1994 – 1996
Ambassador for the Omni Royal Orleans Hotel
1990
Dean’s List
1991
Dean’s List
1989
Omni Royal Orleans Hotel Newsletter for six consecutive months – maintained above 90% current with the collection efforts of Accounts Receivables.
Goals: General Manager
Employment History
Controller / Human Resources Manager
Quality Hotel & Conference Center
2261 N. Causeway Blvd.
Metairie, Louisiana 70001
April 22, 2008 – March 02, 2009
• Control cost and monthly review of the budget in comparison to the P & L.
• Responsible for the preparation of daily reports.
• Review and enter the day to day operational figures in the Daily Income Journal.
• Review and police all loss revenues (adjustments).
• Monitor all cash and credit card posting to ensure all areas balance daily.
• Monitor the three Ledgers daily (Guest Ledger, A/R Ledger and Advance Deposit Ledger).
• Prepare and count the Front Desk, outlet and Managers cash drops daily.
• Establish contact on A/R accounts to ensure timely collections and to stay compliant with the SOP. Maintain a record of above 90% current in Accounts Receivables. YTD efforts @ 96% “Current” in Receivables.
• Prepare, code and approve all Accounts Payable invoices.
• Cut Company checks for Accounts Payable.
• Handle all sensitive guest issues.
• Randomly count all banks located throughout the entire Hotel.
• Balance the Managers (Manual Checks).
• Observe, Review and approve all Petty Cash transactions.
• Review, Edit and process all Payroll issues that need addressing. Bi-Weekly transmittal of Payroll.
• Reconciliation of vacation accrual, monthly forecasting, Preparation of Mid month profit and loss, forecast, monthly closing and the preparation of the budget and monthly GM Critique Reporting.
• Plan, direct, and facilitate the budgeting and forecasting processes on an ongoing basis.
• Responsible for the implementation and enforcement of all internal controls and accounting procedures.
• Complete responsibility for the planning and execution of all internal and external audits.
• Preparation of monthly financial statements and month end reports.
• Responsible for achieving a fifty per cent flow through each month.
• Training and Development of Departmental Heads throughout the Hotel (Payroll and Accounts Payable training).
• Participate in Company’s Manager on Duty Program twice a month.
• Review all Food and Beverage Checks daily. Ensure cost and controls are in place with Food and Beverage Inventories.
• Enforce “No Show” Revenue.
• Track and code all Sales Market Segmentation.
• Follow up with Night Audit and Front Office to ensure Credit Check (high balance) reports and bucket checks are done three times a day.
• Interview future candidates for various departmental needs.
• Issue Offer Letters.
• Certified to perform Oral Fluid Drug Testing on qualified job candidates.
• Certified in another form of drug testing the “hair sample”.
• Oversee advertising efforts through HCareers and Craigslist.
• Maintain a Vacation Log.
• Maintain organization and accurate filing system for Human Resources and Accounting.
• Communicate with Department Heads on the selection of Employee Manager of the Month.
• Order plaques for Employee / Manager of the Month.
• Maintain monthly spreadsheet Analysis of all job applicants.
• Communicate with various properties for Pay Scale information.
• Send “balanced” Ledger Reports to Corporate at month end.
• Coaching and Counselling sessions.
• Terminations
• Data entry on all new employees in Pay force and Timesaver.
• Secure employee name tags and time card badges for all new employees.
• Review all tax transactions daily. Tax on Food and Beverage and Front Office Occupancy (State taxes) are met.
• Monitor and calculate all Catering Events. Revenues generated daily and cancellations.
• Conduct all employee evaluations and pay increases.
• Attend Front Office Meetings.
• Offer Agenda Topics before the Front Office monthly meeting.
• Approve future Credit Applications.
• Ensure the timely completion of performance appraisals.
• Oversee 47 employees
• Team of two individuals in Accounting / Human Resources. One full time employee and one part time employee. Part time employee for three months.
Front Office Manager
• Ensure proper routing on all Group Reservations.
• Set up Direct Billing on all approved Companies.
• Monitor the Flash report daily.
• Count and initial the Front Desk Agents Shift Reconciliation closeout before the paperwork goes to Night Audit.
• Review the Wakeup Call log daily.
• Order Supplies.
• Enforce uniform and name tag policies.
• Coaching and counselling employees with job duties not being met.
• Ensure the Front Desk Bank balances.
• Train new Front Desk Agents.
• Reward the team when Shop Calls exceed 90%.
• Focus on ADR
• Implement incentive programs for up sells.
• Review the Credit Check (high balance reports) and bucket checks daily.
• Monitor Room Change Log.
• Handle all sensitive guest issues.
• Organize and clean the Front Office area daily.
• Develop Front Desk Agents for future advancement.
• Follow up with guests in-house concerning extensions, late check outs or Credit Issues.
• Clear and follow up the Housekeeping Discrepancy Reports.
• Monitor Tardiness and Edits concerning payroll.
• Experienced with “Walks”.
• Review the call a round sheets daily to ensure that we are in the right price zone with Hotel competitors.
• Post all No Show and Roll a Way Revenues Daily.
• Post “half a day” room and tax revenue on all late departures.
• Conduct monthly Front Office Meetings.
• Scheduling the Front Office and Night Audit Teams.
• Training and Development with the Night Audit Team.
• Ensure the timely completion of performance appraisals.
• Team of eleven individuals in Front Office.
2003 – 2007 Can – Do! Plumbing and Drain Repair – 913 Phlox Ave Metairie, Louisiana
Owner / Operator
• Reconciled A/R billing accounts.
• Financial quota strategies to stay above 90% current.
• Approved future credit applications.
• Auditing Operations including: Cash, Check and credit card management / allocation.
• Posted A/R payments and full prepayments or Deposits rec’d.
• Focused on gaining new business through trade advertising.
• Ensured the payroll process was accurate and complete for ten employees through Quickbooks.
• Performed monthly P & L statements.
• Hired and collected necessary HR paperwork.
• Terminations.
1999 – 2003 Wyndham Canal Place Hotel –100 Canal Place Street New Orleans, Louisiana
Area Credit Manager (Task – Force Team Nationwide)
• Reconciled A/R billing accounts.
• Financial quota strategies to stay above 90% current.
• My record with Accounts Receivables “collection efforts” at 100% for a solid year and three months without adjustments or write off’s.
• Approved future credit applications.
• Trained Accounting and Front Office teams.
• Auditing Operations: Cash, Check and credit card management / allocation.
• Posted A/R payments.
• Coordinate activities with other Hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Traveled to Wyndham Tutwiler in Alabama to clean up Receivables. I participated with a task team to get the Properties up to speed. Went on assignments at Wyndham Riverfront, Wyndham Metairie and Wyndham Whitney. Managed to bring every Property up to speed, maintaining 90% current w/ collection efforts.
• Accounts Receivables at the Hub Property “Canal Place” reached levels of one to two million dollars every month.
• Year to Date at the “Hub” Property: Canal Place 98% “current”.
• Attended monthly Controller meetings at the various Hotels around town.
• Conducted monthly Credit Meetings.
• Distributed monthly Reports to include: A/R Aging Summary, A/R Aging Detail and collection efforts feedback report.
• Ensure the timely completion of performance appraisals.
• Terminations
• Team of two individuals.
1996 – 1999 Fairmont New Orleans Hotel – 123 Barrone Street New Orleans, Louisiana
Credit Manager
• Reconciled A/R billing accounts.
• Financial quota strategies to stay above 90% current.
• Year to date in Receivables @ 96% current with the collection efforts.
• Approved future Credit Applications with a credit limit of $10,000.00 dollars.
• Account Receivables aging reached levels of two to four million every month.
• Auditing Operations: Cash, Check and credit card / allocation.
• Performed Monthly credit card log.
• Posted A/R payments.
• Ensure timely completion of performance appraisals.
• Interviewed new candidates for upcoming A/R positions.
• Terminations.
• Conducted weekly Credit meetings with the Controller and A/R staff.
• Traveled to the various surrounding Properties with the Controller for monthly Controller meetings.
• Traveled to the various Properties for Credit Manager Meetings with the various Credit Managers throughout the city.
• A/R monthly reporting.
• Team of four individuals.
1986 – 1989 Omni Royal Orleans Hotel – 621 St. Louis Street New Orleans, Louisiana 70112
Credit Manager
• A/R Aging of $10,000.00 per month.
• Stayed in Compliance with being over 90% current.
• Year to Date @ 99% current with the collection efforts in Accounts Receivables.
• Conducted monthly Credit Manager Meetings with the Department Heads.
• Participated in Monthly Controller Meetings with the Controllers at various Hotels around town.
• Participated in Monthly Credit Manager Meetings with the various Credit Managers around town at the numerous Properties in the Area.
• A/R weekly reporting.
• Reviewed invoices prior to mailing or sending via Federal Express.
• Conducted five day courtesy calls.
• Made collection calls.
• Posted A/R payments.
• Auditing Operations: Cash, Check and credit card management / allocation.
• Motivate and lead all levels to operate towards the Properties goals.
• Team – one individual.
Group Billing Coordinator
• Reconciled A/R billing accounts.
• Made the necessary corrections to invoices prior to mailing or Federal Expressing invoices.
• Conducted five day courtesy calls to verify the billing was received and reviewed and if any billing disputes. Rarely a dispute, the invoices went out “clean” 99% of the time.
• Invoiced Corporate and National accounts.
• Invoiced local accounts.
• Invoiced FIT accounts.
• Invoiced Group accounts.
• Had to Report to the Credit Manager on a weekly basis. Gave status updates on dates of billing and billing issues (adjustments).
FIT Coordinator
• Booked Reservations over blackout dates if available.
• Booked all foreign independent tour groups.
• Performed weekly review of Accounts Payables for Travel Agencies.
• Handled fax request for future reservations for FIT’s.
• Had a wonderful rapport with the Travel Agents around the world.
Repeat / Select Guest Coordinator – Sales Manager
• Stayed in compliance of capturing 10% “more” select / repeat business within a year.
• Sent fruit baskets, newspapers, coffee and greeted the guests at arrival.
• Sent personalized greeting cards at arrival.
• Sent Birthday cards at arrival.
• Sent Anniversary cards at arrival.
• Mailed Christmas cards.
• Handled sensitive guest issues.
• Booked National and local ESP accounts in Sales.
Reservation Agent
• Booked future reservations (corporate and individual).
• Developed accounts for major clients.
Front Desk Rooms Division
• Flipped rooms in the system when vacant and ready.
• Developed a close rapport with the Sales, Housekeeping and Front Office teams.
• Prepared fruit baskets.
• Ensured all reservations were coded to the correct market segments.
• Executed “Walk” plans for high volume group accounts.
• Completed paperwork for “Walk” accounts.
• Communicated closely with the various Properties around town during City
• Wide and sold out events.
• Conducted daily call a round reporting to the various Hotels verifying rate structure daily.
Front Desk Agent
• Checked in and checked out guests.
• Maintained accurate shift reconciliations at the end of every shift.
• Balanced daily work.
• Maintained a “balanced” bank daily of 1,500.00.
• Verified Credit Limit Reports daily.
• Verified Arrival reports.
• Pre-keyed reg. Cards.
• Charged “no – show” reservations.
• Conducted bucket checks.
1987 – 1989 Fairmont New Orleans Hotel – 123 Barrone Street New Orleans, Louisiana
Front Desk Supervisor
• Supervised 10 Front Desk Agents.
• Met daily time requirements for all reports.
• Maintained amicable relations between agents and guests.
• Handled all sensitive guest issues.
• Responsible for daily cash rectification.
• Reviewed and approved the Front Desk Agents daily work.
• Communicated closely with the Front Office Manager regarding performance appraisals.
• Assisted Concierge with booking group tours.
• Supervised the activities and service levels of the Concierge, telecommunications and Front Desk divisions.
Front Desk Agent
• Checked in and checked out guests.
• Handled bucket checks.
• Assisted the PBX operator when needed (relief for lunch). Cross trained in PBX.
• Verified arrival reports.
• Performed Credit Limit Reports – ekey’ed rooms when necessary to collect on in house guests when the credit limit was exceeded.
• Worked in conjunction with accounting to maintain and minimize levels of Accounts Receivable.
1986 – 1987 Maison Dupuy Hotel – New Orleans, Louisiana
Front Desk Agent
• Checked in and checked out guests.
• Handled bucket checks
• Verified arrival reports.
• Performed Credit Limit reports.
• Worked in conjunction with accounting to maintain and minimize levels of Accounts Receivable.
1985 – 1987 Comfort Inn – Kenner, Louisiana 70065
Front Desk Agent
• Checked in and checked out guests.
• Handled bucket checks.
• Verified arrival reports and selected and prepared for daily “walk” accounts.
• Performed Credit Limit reports.
• Worked in conjunction with Accounting and Sales to maintain and minimize levels of Accounts Receivables.
Education:
Phillips Junior College
Metairie, Louisiana 70001
Associate Degree, 1991
Travel & Tourism Management
References furnished upon request.
March 24, 2009
Attn: Human Resources Director
Dear Sir / Madam:
Your recent advertisement for the position needed for your establishment caught my attention.
I am a multi tasked, organized self starter. I have over twenty one years experience in the hospitality industry coupled with an Associate Degree in Travel and Tourism Management. My expertise includes:
Front Desk Agent at three Properties.
Front Desk Supervisor
Front Desk Rooms Division
Reservation Agent
FIT Coordinator
Repeat / Select Guest Coordinator
National and Local ESP Sales Manager
Group Billing Coordinator
Credit Manager at two Properties – Held my A/R figures at 97% current on collections for 10 years. The last year and three months in A/R at 100% current. Never failed my numbers in 12 years in Accounts Receivables. Consistent numbers every single month!
Area Credit Manager (Task Force Team – Nationwide) - Maintained 96% “Current” for 10 years. A year and three months “conquered” a record of 100% “current” without adjustments or write off’s. A/R Aging between 2 and 3 Million a month!!! Phenomenal team efforts from Front Office, Sales and Accounting.
Front Office Manager
Controller / Human Resources Manager
I am confident that I would be an asset to your Company. I have attached my resume for your review. Please contact me at your earliest convenience to discuss my qualifications. I certainly look forward to meeting with you.
Warmest Regards,
Cheryl Davis Fontanille / 504-***-**** / ******************@*****.***
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