Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Shechinah Pritchard

Morgan Hill,CA

Overview

23
23
years of professional experience
1
1
Certification

Work History

Front Desk Agent

Holiday Inn Express Hotel
07.2021 - Current
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Collected room deposits, fees, and payments.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Night Auditor

Hilton Garden
04.2021 - Current
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Looked over pending check-ins and payment processes to complete closing procedures.

Night Auditor and Front Desk Clerk

Marriott International, Inc
08.2022 - Current
  • Maintained transaction security by verifying payment cards against identification.
  • Collected room deposits, fees, and payments.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Front Desk Representative

Best Western Hotels
03.2018 - 09.2019
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Answered customer telephone calls promptly and appropriately handled needs.

Front Office Manager/Housekeeping Manager

Nesbit Hotel Group
01.2016 - 11.2016
  • Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
  • Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
  • Streamlined weekly cleaning schedule for 25 employees.
  • Trained and mentored new staff on cleaning and safety protocols.
  • Addressed customer feedback and complaints to maximize satisfaction.
  • Maintained required records of work hours, budgets and payrolls.
  • Evaluated employee performance and recommended promotions, transfers and dismissals.
  • Coached employees through day-to-day work and complex problems.

Night Auditor/ Operation Supervisor

Interstate Hotels & Resorts
09.2014 - 05.2016
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

Front Desk Agent , Supervisor

Columbia Sussex Management
01.2007 - 01.2014
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

Dual Asst. General Manager

Menna
12.2006 - 07.2007
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Front Desk Agent/ Operation Manager

Winegardner & Hammons
03.2003 - 04.2006
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Prepared reports on guest satisfaction levels and other metrics.

Education

Diploma - Academic

Manumalo
Malaeimi,AS
05.1997

Management

Pensacola Christian College
Pensacola, FL

Diploma - Computer & Coding

Drake College
Elizabeth, NJ
08.2002

Skills

  • Microsoft Excel
  • Bookkeeping
  • Management of Personnel Resources
  • Microsoft Office
  • Speaking
  • Check in and Checkout Procedures
  • Compute Bills
  • Financial Management
  • Microsoft Outlook
  • Revenue Monitoring
  • Administrative Support
  • Hospitality Service Expertise
  • Audit Reporting
  • Service-Orientation
  • Safety and Security Procedures
  • Yardi
  • Delphi Technology
  • Conference and Meeting Planning
  • Systems Analysis
  • Time Management
  • Analytical Thinking
  • Revenue Balancing
  • Property Management
  • Verbal and Written Communication
  • Resolving Issues
  • Resort Data Processing
  • Quality Control Analysis
  • Writing
  • Account Reconciliation
  • Nightly Audits
  • Staff Training

Certification

Front Desk (10+ years) Reception (10+ years) Customer Service (10+ years) Front Office (10+ years) Guest Service (10+ years) Housekeeping (3 years) Filing Billing

Additional Information

  • Authorized to work in the US for any employer

Timeline

Night Auditor and Front Desk Clerk

Marriott International, Inc
08.2022 - Current

Front Desk Agent

Holiday Inn Express Hotel
07.2021 - Current

Night Auditor

Hilton Garden
04.2021 - Current

Front Desk Representative

Best Western Hotels
03.2018 - 09.2019

Front Office Manager/Housekeeping Manager

Nesbit Hotel Group
01.2016 - 11.2016

Night Auditor/ Operation Supervisor

Interstate Hotels & Resorts
09.2014 - 05.2016

Front Desk Agent , Supervisor

Columbia Sussex Management
01.2007 - 01.2014

Dual Asst. General Manager

Menna
12.2006 - 07.2007

Front Desk Agent/ Operation Manager

Winegardner & Hammons
03.2003 - 04.2006

Diploma - Academic

Manumalo

Management

Pensacola Christian College

Diploma - Computer & Coding

Drake College

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Shechinah Pritchard