Rafael Ermond Lacle Croes
Oranjestad,Paradera
Summary
Front office and night audit supervisor with a strong track record in guest management and payment reconciliation at various resorts. Expertise in enhancing customer satisfaction through precise communication and meticulous attention to detail. Proficient in optimizing night audit operations and streamlining workflows to ensure efficient service delivery.
Overview
35
35
years of professional experience
Work History
Front office agent/night auditor
Playa Linda Beach Resort
12.2019 - 08.2025
- As a front office agent, I do check-ins and check-outs, process payment transactions, insert guest information into the system, answer phone calls, print arrivals and departures for the next day, and do a pit check (verify that currently in-house guest information is complete,accurate and properly filed)
- As the night auditor, print different reports to control daily transactions during the day, revise daily room charges and make corrections or postings if necessary, verify credit card payments, print reports for different departments, send emails of reports to different departments, and run the night audit system to close the day.
Night GSR/auditor
Holiday inn Aruba Resort and Casino
06.2017 - 01.2019
- Do rooms and F&B audits, reconcile house accounts, reconcile credit cards, do check-ins, make and open house accounts, answer phone calls, process no-shows, do high balance, and bucket check (physical inspection of the guest folio to verify that all the necessary paperwork for every guest currently in-house is complete, accurate, and properly filed).
- Print reports for different departments, and send email reports to management departments. Do check out and process payment if necessary.
Front desk clerk and night auditor reliever
Tropicana Aruba Resort and Casino
04.2014 - 05.2017
- Do daily check-outs and check-ins, answer phone calls, give proper information to all guests, prepare the departure list for the next day, prepare next day's arrival packages, and process cash and credit card payments if necessary. Audit daily front office transactions.
Helper Construction
Saint "A" Contractor N.V.
06.2012 - 10.2013
- Assistant Warehouse Master: Do an inventory of construction working equipment that is handed out to employees, and assist skilled tradespeople with daily tasks on construction sites.
Houseman
Revan Enterprises N.V.
02.2012 - 03.2012
- Maintained a clean and safe environment for guests and staff by vacuuming, dusting, sweeping, and mopping floors.
- Support housekeeping staff with room preparations.
- Remove and collect trash.
Casino soft count clerk
Revan Enterprises N.V.
12.2012 - 01.2012
- Processed cash and coin from gaming operations for accurate reporting.
- Maintained detailed records of cash counts and discrepancies for auditing purposes.
- Operated counting machines and related tools for efficient cash processing.
- Assisted in reconciling daily revenue reports with management teams.
Night kitchen cleaner
Revan Enterprises N.V.
05.2010 - 05.2011
- Maintained cleanliness of kitchen surfaces and equipment daily.
- Managed waste disposal and recycling according to company guidelines.
- Assisted in organizing and restocking cleaning supplies efficiently.
- Conducted deep cleaning tasks in compliance with health standards.
- Ensured proper sanitation of food preparation areas regularly.
- Followed safety protocols while using cleaning chemicals and tools.
Minimarket attendant and cashier
Munch in Bunch ice cream store and minimarket
10.2005 - 10.2009
- Receive, control, and stock all merchandise.
- Maintained cleanliness and organization of the store environment.
- Assisted customers with product selections and inquiries.
- Opened and closed establishment on time with proper setup and procedure.
- Monitored main areas to replenish inventory items when supplies ran low.
Health club fitness and aerobics instructor
La Cabana Beach and Racquet Club
05.1997 - 07.2005
- Teach daily aerobics classes, pool aerobics, and assist hotel guests with personal training.
- Also keep health club equipment in top condition.
Front Office supervisor
Paradise Beach Villas
11.1994 - 06.1996
- Supervise daily check-ins and check-outs, print revised arrivals and departures lists, manage cash flow, and supervise the front desk clerk's job.
- Supervised front desk operations to ensure seamless guest check-in and check-out.
- Trained and mentored staff on customer service standards and procedures.
- Managed scheduling to optimize staff coverage during peak hours.
- Ensured proper customer service standards were met.
Income auditor
The Mill Condominium resort
10.1992 - 02.1994
- The revision of all night auditor jobs and transactions.
- Reviewed daily revenue reports for accuracy and compliance with financial policies.
- Ensured proper documentation of all income transactions and adjustments.
- Conducted audits of cash registers and point-of-sale systems for discrepancies.
- Collaborated with department heads to resolve income-related inquiries effectively.
- Maintained organized records of financial transactions for easy retrieval and analysis.
- Wrote reports, authored papers and organized supporting documentation.
Night auditor
The Mill Condominium resort
07.1990 - 09.1992
- Revise all front desk transaction during the day.
- Do late check-ins.
- Print arrival and departure lists.
- Also print in-house guest list for the different hotel departments.
- And change system dates to the next.
Education
ABO Course - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
04-2022
Communication And Motivation - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
07-2021
How To Deal With Difficult People - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
02-2021
Customer Service Workshop - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
11-2020
Certified Guest Service Professional - Tourism And Hospitality
American Hotel & Lodging Association.(AHLA)
01-2020
PADI medic first aid course -
01.2002
Attitude and Motivation course -
Cosmo Consultancy Services
01.1998
Fitness aerobics instructor course -
The International School of Aerobic Training
01.1997
Safety and Awareness Training -
La Cabana
01.1997
Computer applications 3.11 and Wordprocessing Basics -
Data Tech Institute N.V.
Aruba01.1996
BKB book keeping course -
Mercurius, Instituut Voor Het Afnemen Van Examens in De Administratiefeconomische Sector
01.1989
Bookkeeping course -
Mercurius, instituut voor het afnemen van examens in de administratiefeconomische sector
01.1988
English conversation course -
Mercurius, instituut voor het afnemen van examens in de administratiefeconomische sector
01.1987
Type course -
Vereniging van leraren in stenografie, machineschrijven, administratief en handelsonderwijs
01.1985
La Salle College Mavo. -
La Salle College Mavo.
01.1984
Skills
- Guest management and check-in procedures
- Payment processing and reconciliation
- Night audit operations
- Customer relationship management
- Communication skills
- Upselling strategies
- Concierge services
- Workflow optimization
- Problem solving
- Attention to detail
- Team collaboration
- Charge posting and billing updates
Languages
- Papiamento
- Dutch
- English
- Spanish
Persoonsnummer
3070190
Personal Information
- ID Number: 68-09-20-41
- Date of Birth: 09/20/68
- Marital Status: Married
Timeline
Front office agent/night auditor
Playa Linda Beach Resort
12.2019 - 08.2025
Night GSR/auditor
Holiday inn Aruba Resort and Casino
06.2017 - 01.2019
Front desk clerk and night auditor reliever
Tropicana Aruba Resort and Casino
04.2014 - 05.2017
Casino soft count clerk
Revan Enterprises N.V.
12.2012 - 01.2012
Helper Construction
Saint "A" Contractor N.V.
06.2012 - 10.2013
Houseman
Revan Enterprises N.V.
02.2012 - 03.2012
Night kitchen cleaner
Revan Enterprises N.V.
05.2010 - 05.2011
Minimarket attendant and cashier
Munch in Bunch ice cream store and minimarket
10.2005 - 10.2009
Health club fitness and aerobics instructor
La Cabana Beach and Racquet Club
05.1997 - 07.2005
Front Office supervisor
Paradise Beach Villas
11.1994 - 06.1996
Income auditor
The Mill Condominium resort
10.1992 - 02.1994
Night auditor
The Mill Condominium resort
07.1990 - 09.1992
ABO Course - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
Communication And Motivation - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
How To Deal With Difficult People - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
Customer Service Workshop - Tourism And Hospitality
People Development Leadership Solutions.(PEDEL)
Certified Guest Service Professional - Tourism And Hospitality
American Hotel & Lodging Association.(AHLA)
PADI medic first aid course -
Attitude and Motivation course -
Cosmo Consultancy Services
Fitness aerobics instructor course -
The International School of Aerobic Training
Safety and Awareness Training -
La Cabana
Computer applications 3.11 and Wordprocessing Basics -
Data Tech Institute N.V.
BKB book keeping course -
Mercurius, Instituut Voor Het Afnemen Van Examens in De Administratiefeconomische Sector
Bookkeeping course -
Mercurius, instituut voor het afnemen van examens in de administratiefeconomische sector
English conversation course -
Mercurius, instituut voor het afnemen van examens in de administratiefeconomische sector
Type course -
Vereniging van leraren in stenografie, machineschrijven, administratief en handelsonderwijs
La Salle College Mavo. -
La Salle College Mavo.