Heather Case
West Harrison,IN
Summary
Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
In every hotel that I have been a part of, I have taken away more knowledge and different skills. Even the hotels that I am no longer a part of I can look back and appreciate what I learned.
Overview
6
6
years of professional experience
Work History
Front Office Manager
Athena Hospitality Group, Holiday Inn Express
12.2022 - 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.
- 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.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created, prepared, and delivered reports to various departments. Including night audit, weekly budget reporting, and daily inflow.
- Did all ordering for all departments, including, breakfast, maintenance, housekeeping and market.
Guest Service Agent
Commonwealth Hotels, Residence Inn By Marriott
10.2022 - Current
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Greeted guests upon arrival and offered assistance.
Guest Service Agent, Night Auditor
Hestia Hospitality, Wingate By Wyndham
01.2021 - 09.2022
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Did the night audit and made sure it uploaded correctly.
Guest Service Agent, Executive Housekeeper
Comfort Inn & Suites
09.2020 - 12.2021
- Greeted guests upon arrival and offered assistance.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Recommended hotel services or amenities that guest may find useful.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained consistent positive customer feedback.
- Coordinated transportation arrangements for guests, including airport pick-ups and drop-offs as needed.
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Inspected rooms to ensure they were ready for guests.
Executive Housekeeping Manager
Best Western Plus Whitewater Inn
08.2018 - 03.2020
- Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
- Ensured compliance with safety regulations, maintaining a safe work environment for all employees.
- Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
- Led cross-functional teams to complete large-scale projects within tight deadlines while ensuring minimal disruption to guests'' experience.
- Promoted a culture of open communication among team members, fostering collaboration and teamwork that resulted in improved overall department performance.
- Improved employee retention rates by creating a positive work culture, offering competitive benefits packages, and conducting regular performance reviews.
- Managed a team of housekeeping staff to achieve consistent high-quality service standards in guest rooms and common areas.
- Oversaw laundry operations, managing efficient workflows while maintaining consistently high levels of linen quality for guests.
- Organized seasonal deep-cleaning initiatives for thorough sanitization of all guestrooms, ensuring impeccable presentation yearround.
Education
High School Diploma -
East Central High School
St. Leon, INSkills
- Team Management
- Hospitality services
- Administrative Skills
- Issue handling
- Data Entry
- Records Management
- Reservation Management
- Decision-making capabilities
- Staff Management
- Exceptional communication
- Inventory Control
Timeline
Front Office Manager
Athena Hospitality Group, Holiday Inn Express
12.2022 - Current
Guest Service Agent
Commonwealth Hotels, Residence Inn By Marriott
10.2022 - Current
Guest Service Agent, Night Auditor
Hestia Hospitality, Wingate By Wyndham
01.2021 - 09.2022
Guest Service Agent, Executive Housekeeper
Comfort Inn & Suites
09.2020 - 12.2021
Executive Housekeeping Manager
Best Western Plus Whitewater Inn
08.2018 - 03.2020
High School Diploma -
East Central High School
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