Ottilie Marchbank-Sowah

Check in and check out 120+ guests per shift on Opera Cloud PMS, including group blocks, wedding parties, and loyalty-tier arrivals during peak festival weekends. Resolve billing questions, rate discrepancies, and room-move requests at the desk; reduced manager escalations on my shifts by about 30% over the summer. Prepare daily arrivals, departures, and VIP reports for housekeeping, bell staff, and the food and beverage team before the 7 AM pre-shift meeting. Upsold room upgrades and late checkouts, adding roughly $9,400 in incremental room revenue across 11 weeks. Shadowed the night auditor for two weeks, balancing cashier drawers, posting room and tax charges, and running end-of-day reports. Drafted a one-page desk guide for new hires on keycard encoding, deposit holds, and early check-in rules, now used in front office onboarding.

Greeted arriving guests, managed luggage storage, and arranged transportation, beach rentals, and dinner reservations for a 96-room resort inn. Answered 80+ calls per day on the PBX switchboard, routing requests and logging maintenance tickets in the work-order system. Handled lost-and-found intake and returns, tracking 150+ items with a clear log that cut guest follow-up calls in half. Earned two Guest Service Star awards from guest comment cards during the July 4 sold-out weekend.

Opened and closed the cafe, counted cash drawers, and led a crew of three on busy weekend mornings serving 300+ customers. Trained five new baristas on drink standards, POS ordering, and allergen handling.

GPA 3.7/4.0; Dean's List (5 semesters). Coursework: Rooms Division Management, Hospitality Revenue Management, Lodging Operations, Hospitality Law, Service Quality Management. Project — Revenue Management Case Study: Built a pricing model in Excel for a 150-room downtown hotel using comp-set rates and event calendars; team project placed first in the class. Project — Guest Journey Mapping: Interviewed 25 guests and mapped pain points from booking to checkout; recommendations on digital key and early check-in shared with a local hotel GM.

Organized 6 industry speaker events and a hotel site visit for 40 students.

Welcome desk and wayfinding for international visitors.