Montez Webb
Indianapolis
Summary
Detail-oriented professional with 6+ years of experience in customer service, account reconciliation, billing review, and financial record accuracy as a Hotel Night Auditor. Skilled in reviewing account balances, resolving billing discrepancies, processing payments, and providing exceptional customer service. Recognized for accuracy, analytical thinking, and maintaining compliance with policies and procedures.
Overview
8
8
years of professional experience
Work History
Night Audit Team Lead
Drury Hotels
Indianapolis, IN
03.2024 - Current
- Oversaw all front desk operations during overnight shifts, including guest arrival and departure procedures.
- Consistently resolved guest complaints and issues, ensuring high levels of satisfaction (95% satisfaction rating) while independently managing daily operations of a 230-room hotel.
- Independently prioritized and managed multiple customer requests and financial inquiries while meeting productivity and accuracy expectations in a high-volume service environment
- Ensured confidentiality of sensitive customer financial information and account records in compliance with company policies.
- Coordinated with department leads to streamline workflows and enhance interdepartmental coordination, contributing to collective business goals.
- Compiled daily reports on hotel occupancy rates, revenue, and key metrics for management review.
Night Audit Manager
White Lodging
Indianapolis, IN
08.2021 - 02.2023
- Collaborated with internal management teams to identify key trends and operational challenges within a 1000+ room hotel, developing and implementing solutions that enhanced operational efficiency.
- Investigated and resolved complex billing and payment discrepancies by reviewing account histories and validating transaction data, coordinating corrections with finance and management teams to maintain financial integrity.
- Processed and reconciled daily financial transactions, revenue reports, and payment activity using standardized procedures and automated financial systems.
- Utilized multiple automated systems and databases, including property management and financial reporting systems, to research customer accounts, verify records, and resolve issues, ensuring accurate billing and customer satisfaction.
- Interpreted company policies, procedures, and financial guidelines to explain account information, payment procedures, and billing outcomes to customers and internal staff.
Operations Supervisor
White Lodging
Indianapolis, IN
07.2020 - 08.2021
- Consistently exceeded monthly upselling goals, both individually (achieving $10,000 Club membership) and as a team leader, through effective coaching and motivation.
- Mentored team members to enhance their professional development and skills.
- Collaborated with front office team and management to analyze guest service trends and implement feedback-driven improvements.
- Trained staff on operating procedures and company services to maintain business continuity during pandemic challenges.
At-Your-Service (AYS) Supervisor
White Lodging
Indianapolis, IN
09.2019 - 07.2020
- Resolved high-volume customer inquiries about billing discrepancies, payment processing, account balances, and hotel policies, ensuring professionalism and accuracy in a fast-paced environment.
- Facilitated team member growth and development through targeted training and mentorship initiatives.
- Conducted performance reviews and delivered constructive feedback to team members, fostering their professional growth.
At-Your-Service (AYS) Agent
White Lodging
Indianapolis, IN
12.2018 - 09.2019
- Enhanced client satisfaction by providing prompt and accurate information on products and services, cultivating lasting business relationships and building brand loyalty.
- Contributed to improved guest satisfaction scores by delivering dedicated customer service.
- Efficiently managed customer calls, adhering to service level guidelines, handle time targets, and productivity standards.
- Managed guest reservations and billing with Property Management Systems (PMS), ensuring accuracy and resolving discrepancies.
- Facilitated collaboration between hotel departments using various communication software platforms.
Education
High School Diploma -
Ben Davis High School
Indianapolis, IN06-2013
Skills
- Guest management
- Guest complaint resolution
- Sales and upselling
- Financial reporting
- Staff training and development
- Team leadership
- Complex problem solving
- Time management
Accomplishments
- Commitment To Excellence, Company Quarterly Award winner
- 10K club, Upsold $10,000 in revenue for the month of March 2021
Timeline
Night Audit Team Lead
Drury Hotels
03.2024 - Current
Night Audit Manager
White Lodging
08.2021 - 02.2023
Operations Supervisor
White Lodging
07.2020 - 08.2021
At-Your-Service (AYS) Supervisor
White Lodging
09.2019 - 07.2020
At-Your-Service (AYS) Agent
White Lodging
12.2018 - 09.2019
High School Diploma -
Ben Davis High School