Howey and his colleague have again provided an
accounting of their latest quarterly
observations — the October 2014 Author Earnings
Report — and,
for those interested, access to the figures.
Essential Duties · To welcome and serve all guests in an efficient, courteous and friendly manner whether face to face, on the phone or via email · To handle all guest compliments, comments,
observations and complaints in a timely and effective manner, achieving guest satisfaction · To reserve, register and check out guests completely and accurately, following the procedures and policies set up
for this process · To utilize proper selling techniques and strategies to maximize room and outlet revenues · To ensure the proactive building of guest history · To process credit card authorizations
for each guest upon arrival and as needed during stay · To accurately post charges to group, guest, member and house
accounts when necessary · To forward messages to departments with regards to guest requests and expectations and to follow up on requests with the guest via email, phone, radio and / or trace system · To liaise with bellstaff in order to ensure that gift delivery, luggage service, parking and rooming is taken care of in a courteous and timely manner · To ensure the accuracy of billing
for each guest · To accurately
account for daily bank issuance · To order room drop items and ensure ancilliary charges are scheduled appropriately · Sell, make, process and mail gift certificates · To run nightly audit and separate guest tickets
for accounting · To maintain accurate house
account excel spreadsheets · To run
reports and perform some
accounting duties (may include sales
reports and statistics, processing and reconciling daily service charge breakdowns, completing billing instructions, etc).
Early Loss Mitigation Supervisor (9/2008 — 4/2010) • Managed unit of approximately 8 to 15 collectors while ensuring the achievement of unit objectives and related standards • Compiled and analyzed statistical data relative to unit productivity, monitoring live calls while providing feedback to staff • Provide advice and question resolution concerning collection activities, reviewing the status of severely delinquent
accounts and handling all loss mitigation efforts • Advised staff of any changes in policy and procedures, allocated critical resources, and developed work schedules • Train current and new staff members as well as conduct performance reviews, making recommendations as needed regarding corrective actions and suggested dismissals • Assist departmental manager with training course scheduling
for entire department • Create and distribute various
reports to staff and peers on a regular and ad - hoc basis • Traveled to Chatsworth, CA as supervisor, developing
observations and recommendations which led to facility improvements • Acted as representative to the Washington Mutual conversion to early loss mitigation in Albion, NY, sharing best practices from Chase