Heather Anthony
Garland,TX
Summary
Dynamic leader with proven expertise in operations management and exceptional customer service, honed by nearly 10 years of hospitality experience. Excelled in workflow optimization and team management, enhancing guest satisfaction and operational efficiency. Skilled in Microsoft Office Suite and adept at fostering customer relations, consistently driving positive outcomes and revenue growth.
Overview
17
17
years of professional experience
Work History
Front Office Manager
Fairfield Inn & Suites /TownePlace Suite Downtown
11.2022 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Assistant General Manager
Springhill Suites By Marriott
08.2021 - 11.2022
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
Executive Housekeeper
Springhill Suites By Marriott
06.2016 - 08.2021
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Increased productivity levels by implementing time-saving strategies such as enhanced scheduling methods or task prioritization techniques.
- Developed and implemented effective training programs for new hires, resulting in a well-prepared and competent staff.
- Conducted regular inspections of guest rooms and common areas, ensuring adherence to established quality standards.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Regularly reviewed performance metrics to identify potential areas for improvement in both individual staff members'' performances as well as overall departmental efficiency.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Mentored junior housekeeping staff members, fostering a supportive team environment and promoting professional growth.
Housekeeper
Springhill Suites By Marriott
10.2014 - 06.2016
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
Sales Floor Associate
Target
11.2009 - 10.2014
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Demonstrated excellent communication skills when interacting with both customers and colleagues, fostering a positive work environment.
- Communication with customers professionally and proactively to provide product information and advice.
- Increased customer satisfaction by consistently providing knowledgeable assistance and friendly service on the sales floor.
- Actively listened to customers'' needs and preferences, suggesting relevant products tailored specifically for their requirements.
Sales Associate
Cinemagic
08.2007 - 11.2009
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
High School Diploma -
Munford High School
Munford, TN05.2006
Skills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Scheduling and calendar management
- Microsoft Office Suite
- Operations Management
- Team Management
- Hospitality services
- Administrative Skills
- Issue handling
- Oral and writing communication
- Data Entry
- Reservation Management
- Decision-making capabilities
Timeline
Front Office Manager
Fairfield Inn & Suites /TownePlace Suite Downtown
11.2022 - Current
Assistant General Manager
Springhill Suites By Marriott
08.2021 - 11.2022
Executive Housekeeper
Springhill Suites By Marriott
06.2016 - 08.2021
Housekeeper
Springhill Suites By Marriott
10.2014 - 06.2016
Sales Floor Associate
Target
11.2009 - 10.2014
Sales Associate
Cinemagic
08.2007 - 11.2009
High School Diploma -
Munford High School
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