Amanda Heitman
2009 Scarlet Circle El Reno,OK
Summary
Dynamic General Manager with a proven track record at Home2 Suites by Hilton, excelling in operational management and team leadership. Enhanced customer satisfaction through strategic initiatives and effective employee training. Skilled in budgeting and forecasting, driving profitability while fostering a collaborative work environment. Passionate about delivering exceptional service and achieving outstanding results.
Overview
24
24
years of professional experience
Work History
General Manager
Home2 Suites by Hilton Hotel
El Reno, Oklahoma
06.2024 - Current
- Managed daily operations to align team efforts with company goals.
- Oversaw communication between departments to improve collaboration and efficiency.
- Facilitated development of strategies to enhance customer satisfaction and service delivery.
- Trained new team members on policies and operational procedures.
- Conducted team meetings to review objectives, updates, and performance expectations.
- Resolved customer inquiries and complaints to sustain positive client relationships.
- Handled all facets of daily business operations including budgeting, staffing, scheduling, inventory control, customer service, and sales.
Front Office Manager
Home2 Suites by Hilton Hotel
El Reno, Oklahoma
07.2023 - 06.2024
- Supervised front office staff to ensure high standards of customer service.
- Coordinated scheduling and training programs to enhance operational efficiency.
- Resolved guest complaints promptly to foster satisfaction and loyalty.
- Implemented hotel policies and procedures to consistently uphold brand standards.
- Managed daily operations of front office, including greeting guests and handling communications.
- Analyzed daily occupancy and revenue reports prepared by subordinates.
- Assisted in recruiting, evaluating, and training staff to maintain performance standards.
- Monitored office inventory to ensure adequate supply levels.
Night Auditor
Home2 Suites by Hilton Hotel
El Reno, Oklahoma
05.2018 - 07.2023
- Managed night audit paperwork, verifying daily room occupancy and reviewing hotel revenue.
- Balanced cash and credit transactions daily, resetting register for next day's operations.
- Resolved customer issues promptly while upholding professionalism.
- Checked in arriving guests efficiently, ensuring smooth transitions to rooms.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Responded to inquiries regarding hotel services, reservations, and directions.
- Prepared detailed audit reports at end of each shift for management review.
- Conducted security checks overnight to ensure safety of premises and belongings.
- Prepared basic food service by setting up breakfast, coffee and tea supplies.
Night Auditor/Front Desk Receptionist
Hampton Inn By Hilton
Yukon, Oklahoma
01.2017 - 03.2018
- Managed guest check-ins during evening shifts while balancing overnight financial records.
- Completed three overnight and two evening shifts weekly to ensure operational continuity.
- Audited cash and credit transactions daily, resetting registers for next day's operations.
- Relocated to El Reno at supervisor's request to support management of multiple properties. (He owned both properties.)
Night Auditor/Front Desk Receptionist
Best Western Hotel
Yukon/El Reno, OK
02.2011 - 01.2016
- Efficiently assisted guests during late-night check-ins and check-outs.
- Managed nightly audits of financial transactions and hotel revenues to ensure accuracy.
- Delivered exceptional customer service by promptly addressing guest inquiries and concerns.
- Completed daily audits and balanced cash and credit transactions for operational readiness.
- Performed end-of-day reconciliations for cash drawers and credit card transactions.
- Prepared breakfast occasionally, enhancing guest experience at both properties.
- Oversaw operations at two different properties under the same ownership, maintaining consistent standards.
Assistant Manager
Shell Gas Station
El Reno, Oklahoma
02.2006 - 07.2009
- Streamlined daily operations, significantly boosting team productivity and efficiency.
- Coordinated staff schedules to maximize resource allocation and enhance service delivery.
- Trained new employees on company policies and operational procedures for effective onboarding.
- Oversaw inventory management processes, maintaining optimal stock levels at all times.
- Managed customer service inquiries and complaints, ensuring timely resolutions.
- Supervised daily operations, including shift scheduling and duty assignments.
- Monitored employee attendance records, timekeeping, and payroll information for accuracy.
- Resolved conflicts between team members through effective mediation techniques.
Manager
Feelin Good, Lookin Good
Corpus Christi, Texas
11.2001 - 02.2006
- Managed kiosk operations at Padre Staples Mall, ensuring a welcoming environment.
- Oversaw sales of diet and beauty products to enhance customer choices.
- Handled all aspects of customer service, including inquiries and complaints.
- Executed ordering and stocking processes to maintain optimal inventory levels.
Education
Some College (No Degree) -
Southern Careers Institute
TXSkills
- Operational management
- Customer relationship management
- Team leadership
- Budgeting and forecasting
- Profit and loss
- Employee training
Timeline
General Manager
Home2 Suites by Hilton Hotel
06.2024 - Current
Front Office Manager
Home2 Suites by Hilton Hotel
07.2023 - 06.2024
Night Auditor
Home2 Suites by Hilton Hotel
05.2018 - 07.2023
Night Auditor/Front Desk Receptionist
Hampton Inn By Hilton
01.2017 - 03.2018
Night Auditor/Front Desk Receptionist
Best Western Hotel
02.2011 - 01.2016
Assistant Manager
Shell Gas Station
02.2006 - 07.2009
Manager
Feelin Good, Lookin Good
11.2001 - 02.2006
Some College (No Degree) -
Southern Careers Institute
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