Amanda Heitman
Front Office Supervisor
2009 Scarlet Circle El Reno,OK
Summary
I am a very hardworking, dedicated and passionate Front Office Supervisor with strong organizational skills eager to secure entry-level GM position. I am ready to help team achieve company goals. I would like to express my internal drive for the opportunity to better my life, professionally as well as personally and continue to exceed in this industry. I know that I am green in the GM department, nevertheless, I am 100% ready for it and I have complete faith in myself that I can accomplish all the things needed to run a successful hotel and to keep our scores on the rise. I am full of ambition and hope that I will be given the opportunity to prove to you all that I AM the right person for the job.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Home2Suites By Hilton
07.2023 - Current
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and commitment to customer satisfaction.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Completed bi-weekly payroll for employees.
- Trained team members on new hotel services and products to support promotional efforts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Organized and detail-oriented with strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proven ability to learn quickly and adapt to new situations.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Skilled at working independently and collaboratively in team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Completed bi-weekly payroll for employees
Front Desk Receptionist/Night Auditor
Home2Suites By Hilton
05.2018 - 07.2023
- I have worked for this company for over 5 years
- I have worked every shift and am very confident in my abilities in customer service
- Responsible for checking guests in and out and making sure they have everything needed in order for them to have a pleasant stay at our facility
- Stepped in when the GM took leave of absence for broken arm
- Did scheduling, ordering as well as some light maintenance
- Covered shifts when other team members called out.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Trained new team members on company procedures, customer service and issue resolution.
- Completed all tasks in compliance with company policies and procedures.
Front Desk Clerk/Night Auditor
Hampton Inn
01.2017 - 03.2018
- Did PM shifts 3 nights a week and overnights 2 nights weekly
- Main responsibility was checking guests in on the PM shift and balancing books on overnight shift
- Relocated to Home2Suites (right next door), upon my employers request
- He owned both properties.
Night Auditor
Best Western- El Reno
07.2013 - 01.2016
- Ran graveyard shift 5 nights a week
- Balanced books every night for previous day, as well as assisting guests with checking in and out.
Front Desk Clerk
Best Western-Yukon
02.2011 - 07.2013
- Was night audit
- Balanced folios, made sure all money and credit card information was correct, got room keys ready for next day arrivals
- Checked people in and out
- Cleaned, made coffee, got breakfast stuff ready for breakfast person
- Made breakfast occasionally.
Assistant Store Manager
Shell Gas
02.2006 - 07.2009
- I was in charge of store if I was on duty
- Everything from assisting customers to loading ATM machine
- Getting change, taking daily deposit to bank, handing out paychecks, covering shifts to changing trash
- I handled all ordering, vendors, inventory, training new employees....you name it, I did it.
Manager
Feelin Good-Lookin Good
11.2001 - 02.2006
- Ran kiosk in the mall
- We sold diet and beauty products
- Handled all customer service, ordering, stocking, setting up and taking down merchandise all 6 days we were open.
Education
High school or equivalent -
Southern Careers Institute
Corpus Christi, TX 05.2001 - 05.2001
Skills
Self Motivation
Night Audit (10 years)
Customer Service (10 years)
Management Experience (5 years)
Cash Handling
Leadership
Communication skills
Front desk
Hospitality
Supervising experience
Guest services
Continuous Improvement
Staff Training and Development
Coaching and Mentoring
Goal Setting
Problem-Solving
New Hire Orientation
Inventory Control
Multitasking Abilities
Issue handling
Team Leadership
Reliability
Shift Scheduling
Listening Skills
Self Motivation
Certification
CPR Certification
Timeline
Front Office Supervisor
Home2Suites By Hilton
07.2023 - Current
Front Desk Receptionist/Night Auditor
Home2Suites By Hilton
05.2018 - 07.2023
Front Desk Clerk/Night Auditor
Hampton Inn
01.2017 - 03.2018
Night Auditor
Best Western- El Reno
07.2013 - 01.2016
Front Desk Clerk
Best Western-Yukon
02.2011 - 07.2013
Assistant Store Manager
Shell Gas
02.2006 - 07.2009
Manager
Feelin Good-Lookin Good
11.2001 - 02.2006
High school or equivalent -
Southern Careers Institute
05.2001 - 05.2001