Supervise, motivate and maintain the standards of operation.Ability to communicate with external/internal guests - solving problems/concerns while providing guest satisfaction following standard operations.Ability to organize/prioritize work, meet deadlines, work with minimal supervision and multiple interruptionsMaintain record of incoming and outgoing long distance and tie line calls, noting duration and time of calls.Answers inquiries pertaining to hotel services and registration of guests.Notify telephone company maintenance department of switchboard operational difficulties reported by operators.Receive guests' requests; log requests in CSD and distribute to housekeeping and engineering. Follow up with guest when request is completed and document in HoTSOSAssist with/ and expedites workflow.Assist with issues written and oral instructions.Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.Studies and standardizes procedures to improve efficiency of team.Maintains harmony among team-membersEnsure faxes and mail is distributed and handled correctlyGreets, registers, and assigns rooms to guests.Keep records of room availability and guest's accounts.Computes bill, collects payment, and makes change for guests.Makes and confirms extended reservations.Post charges to folioPrepares daily reportsReviews daily arrivals and departuresComplete shift report in a timely mannerAble to listen and find solutions to guest problems.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.You must have the ability to write routine reports and correspondence.You must have the ability to speak effectively before groups of customers or employees of company.

Housekeeping Inventory controlOrdering of all housekeeping supplies and equipment in Stratton WarrenProcessing of all invoices.Updating room credits and room types in LMS/AS400Programming of all ipad/ipod devicesAdministrator and Program HotSOS and REXAdministrator Key WatcherTrackit (Scanning and tracking of barcode systems for vouchers and Concierge access)

Training new staff members on AS400/LMS, Passkey, department and hotel policies and procedures. Overseeing daily operations of the room reservations and telecommunications departments. Coaching and counseling staff. Interviewing and hiring. Review daily call volume and scheduling staff.Payroll and attendance.Room type updating

Virtual hospitality call centerMaking Reservations for:• Hotel Rooms • Casino Reservations • Rooming List Reservations • Group Reservations • Leisure Reservations• Casino Events• Restaurants• Shows• Limo serviceBuilding Groups • Packages • Billing Profiles• Rooming ListsBuild Rate Plans• Rate Definition• Rate Calendar • Close/BoxBuild Website links (resnet)

Supervised 20 to 30 agents, assisted guests with concerns, bulit excel reports for tracking information (suite upgrades, revenue, agent productivity, etc..)when busy assisted front desk agents with check ins and/or outs.

Manage 10 employees.

Opened new contact center (room reservations) for The Las Vegas Hilton.Training of all new Call Center (Rooms Reservations) employees on AS400/LMS (Lodging Management System), Passkey, showgate and Signature.Used EZYield for 3rd party booking and yielding.Self taught and still learning excel, I have built many excel report for tracking information. (i.e. Call Volume, Abandoment, Conversion, Revenue, etc..), working with RESNET buliding packages for call in and on the internet reservations.Manage 3 supervisors, 20 to 25 room reservations agents and 15 to 20 PBX operators.Curently learning HTML.

Opened new contact center (room reservations) for The Las Vegas Hilton.Supervised 25 reservations agents, tracked call volume, conversion, upsale program and incentives, bookings (leisure, groups, & pkgs), trained all staff to improve avg. handle time of calls and increase conversion

Supervised 20 to 30 agents, assisted guests with concerns, bulit excel reports for tracking information (suite upgrades, revenue, agent productivity, etc..)when busy assisted front desk agents with check ins and/or outs.

Supervised staff of 10. Checked in and out guests (318 room property). Handling of cash and charging of credit cards. Handled guests concerns and issues to a mutual satisfaction. Payroll. Coached front desk, pbx, and shuttle staff. Assisted pbx and room reservations when required. Drove shuttle to and from airport and Las Vegas strip hotels when shuttle staff called in.

Audited the bar, restaurant, and hotel (217 room property). Checked in and out guests. Charged credit cards and posted cash payments. Assisted room reservations with answering phone calls and made reservation when call volume required.