Heather Down
Thornton,CO
Summary
Experienced in all areas of customer service / guest relations, leading to excellent guest satisfaction scores. Excelled at administering staff training programs as well as staff retention. Qualified in budgeting, account receivable, accounts payable, and revenue analysis. Excellent at handling the constantly changing wants and needs of guests, staff, vendors, and corporate policies.
Overview
27
27
years of professional experience
Work History
Stay-at-home Mother
Self-Employed
Thornton, CO
10.2008 - Current
- Full-time caregiver and household manager ready to re-enter the workforce
- Handled all household finances and scheduling.
- Volunteer at elementary school for 6 years where I took on duties from administrative to running hearing/vision screenings for all students.
- PTO treasurer responsible for handling money from events, tracking event success and on the committee to allocate funds throughout the school.
Events Manager
Aramark
Denver, CO
04.2006 - 03.2008
- Recruit, hire and schedule staff for events, including concerts and NFL football games.
- Keep daily record of employees for payroll.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Inspect stadium cleanliness prior to all events ensuring it was held to both Aramark and Bronco's senior management standards.
- During events was in contact with staff regarding any clean-up requests.
- Place orders for and sign in /out temporary staff.
- Perform monthly safety inspections and staff meetings.
Marketing Manager
Express Hotel Reservations
Boulder, CO
02.2005 - 03.2006
- Research and establish target market for new company programs.
- Derive, develop and successfully implement marketing programs.
- Conduct sales calls and cement contracts with new customers.
- Maintain relationships with hotels within our network, predominately based in New York City.
General Manager / Assistant Manager
LaQuinta Inn & Suites
Louisville, CO
03.1999 - 12.2004
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers through account development.
- Participated in the completion of "Whatever It Takes" training for front desk representatives throughout the region.
- Managed successful implementation of new hotel computer system.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Responsible for guest relations on a daily basis.
Assistant General Manager
Residence Inn By Marriott
Denver, CO
10.1997 - 02.1999
- Monitored and transmitted payroll on Timesaver system.
- Responsible for staffing needs, including hiring and scheduling.
- Prepared and tracked all accounts receivable and accounts payable.
- Utilized Revenue Management System.
- Successfully managed guest relations to create and maintain return guests and referrals.
General Manager
Tharaldson Hospitality Hampton Inn
Akron, OH
01.1996 - 09.1997
- Organized successful opening of new build hotel.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Approved, billed and collected all direct bill accounts.
- Allocated all funds, authorized expenditures and created annual hotel budget.
Assistant General Manager
Tharaldson Hospitality Residence Inn By Marriott
Canton, OH
05.1995 - 12.1996
- Participated in successful opening of new build hotel.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Calculated daily and weekly ADR, company and revenue statistics.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Front Desk Supervisor
Tharaldson Hospitality Fairfield Inn
Canton, OH
03.1995 - 05.1995
- Participated in successful opening of new build hotel.
- Maintained employee relations and personnel records.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Education
Associate of Applied Science - Hotel Management
Akron University
Akron, OHSkills
- Customer Service
- Staff Leadership
- Budget Planning and Administration
- Training
- Problem Anticipation and Resolution
- Accounting
Timeline
Stay-at-home Mother
Self-Employed
10.2008 - Current
Events Manager
Aramark
04.2006 - 03.2008
Marketing Manager
Express Hotel Reservations
02.2005 - 03.2006
General Manager / Assistant Manager
LaQuinta Inn & Suites
03.1999 - 12.2004
Assistant General Manager
Residence Inn By Marriott
10.1997 - 02.1999
General Manager
Tharaldson Hospitality Hampton Inn
01.1996 - 09.1997
Assistant General Manager
Tharaldson Hospitality Residence Inn By Marriott
05.1995 - 12.1996
Front Desk Supervisor
Tharaldson Hospitality Fairfield Inn
03.1995 - 05.1995
Associate of Applied Science - Hotel Management
Akron University
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