Heather Martin
West Valley City,UT
Summary
Dynamic hospitality professional with over 20 years of experience in hotel management, guest relations, and team leadership, consistently driving revenue growth and enhancing customer satisfaction. Recognized for delivering exceptional service while managing diverse teams in high-pressure environments, ensuring operational excellence and strategic alignment with organizational goals. A meticulous leader and strategic planner, adept at orchestrating resource utilization to meet operational demands while fostering loyalty through positive customer experiences. Committed to continuous improvement and collaboration, ready to embrace new challenges and contribute to team success with enthusiasm and dedication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Manager
Springhill Suites By Marriott
06.2025 - 05.2026
- Hiring, training, and managing employees in various departments like front desk, housekeeping, and maintenance.
- Ensuring smooth and efficient functioning of all hotel services and facilities.
- Ensuring the hotel's appearance, cleanliness, and overall condition meet company standards.
- Overseeing the procurement, storage, and usage of hotel supplies and amenities.
- Addressing guest concerns promptly and professionally to ensure satisfaction.
- Developing and managing the hotel's financial budget, including revenue forecasting and expense control.
- Monitoring and managing hotel costs to maintain profitability.
- Ensuring accurate tracking of revenue generated by the hotel.
- Working with revenue management and sales teams to maximize revenue and occupancy.
- Overseeing the hotel's website and social media presence through platforms like GuestVoice and OTA platforms.
- Handling guest complaints and concerns, ensuring guest satisfaction, and managing service recovery processes.
- Adhering to health and safety standards, industry regulations, and licensing requirements.
- Keeping accurate records of hotel operations, finances, and staff performance.
- Working with vendors, suppliers, and other external partners.
- Adhering to Marriott Brand Standards, including Power of M transition and Franchise Requirements.
Task Force Manager
J&P Asset Management
11.2024 - 06.2025
- Overseeing daily hotel operations, ensuring smooth functioning of all departments, and rectifying any deficiencies.
- Handling guest complaints and concerns, ensuring guest satisfaction, and managing service recovery processes.
- Supervising staff, providing training, and ensuring adherence to hotel policies and procedures.
- Monitoring financial operations, managing budgets, and ensuring profitability.
- Working with revenue management and sales teams to maximize revenue and occupancy.
- Ensuring compliance with all relevant laws, regulations, and industry standards.
- Identifying and resolving issues that impact guest experience, hotel operations, or staff performance.
- Adhering to health and safety standards, industry regulations, and licensing requirements.
- Keeping accurate records of hotel operations, finances, and staff performance.
- Working with vendors, suppliers, and other external partners.
General Manager
HomeTowne Suites by Red Roof// J&P Asset Management
10.2023 - 11.2024
- Hiring, training, and managing employees in various departments like front desk, housekeeping, and maintenance.
- Ensuring smooth and efficient functioning of all hotel services and facilities.
- Ensuring the hotel's appearance, cleanliness, and overall condition meet company standards.
- Overseeing the procurement, storage, and usage of hotel supplies and amenities.
- Addressing guest concerns promptly and professionally to ensure satisfaction.
- Developing and managing the hotel's financial budget, including revenue forecasting and expense control.
- Monitoring and managing hotel costs to maintain profitability.
- Ensuring accurate tracking of revenue generated by the hotel.
- Working with revenue management and sales teams to maximize revenue and occupancy.
- Overseeing the hotel's website and social media presence through platforms like Medallia and OTA platforms.
- Handling guest complaints and concerns, ensuring guest satisfaction, and managing service recovery processes.
- Adhering to health and safety standards, industry regulations, and licensing requirements.
- Keeping accurate records of hotel operations, finances, and staff performance.
- Working with vendors, suppliers, and other external partners.
Assistant Manager
DSW Designer Shoe Wearhouse
07.2022 - 10.2023
- Overseeing daily store operations, ensuring smooth functioning of all departments, and rectifying any deficiencies.
- Handling customer complaints and concerns, ensuring customer satisfaction, and managing service recovery processes.
- Supervising staff, providing training, and ensuring adherence to store policies and procedures.
- Ensuring compliance with all relevant laws, regulations, and industry standards.
- Identifying and resolving issues that impact customer experience, store operations, or staff performance.
- Adhering to health and safety standards, industry regulations, and licensing requirements.
- Working with vendors, suppliers, and other external partners.
District Manager
Extended Stay America
04.2020 - 07.2022
- Motivating and developing General Managers and other staff, resolving conflict, and ensuring adherence to company policies.
- Overseeing daily operations, ensuring quality standards, and implementing procedures to optimize guest experience.
- Monitoring revenue, expenses, and profitability, developing strategies to meet financial targets.
- Acting as a liaison between regional branches and headquarters and communicating effectively with all levels of the organization.
- Developing and managing the hotel's financial budget, including revenue forecasting and expense control.
- Monitoring and managing hotel costs to maintain profitability.
General Manager
Extended Stay America
07.2014 - 04.2020
- Hiring, training, and managing employees in various departments like front desk, housekeeping and maintenance.
- Ensuring smooth and efficient functioning of all hotel services and facilities.
- Ensuring the hotel's appearance, cleanliness, and overall condition meet company standards.
- Overseeing the procurement, storage, and usage of hotel supplies and amenities.
- Addressing guest concerns promptly and professionally to ensure satisfaction.
- Developing and managing the hotel's financial budget, including revenue forecasting and expense control.
- Monitoring and managing hotel costs to maintain profitability.
- Ensuring accurate tracking of revenue generated by the hotel.
- Working with revenue management and sales teams to maximize revenue and occupancy.
- Overseeing the hotel's website and social media presence through platforms like Medallia and OTA platforms.
- Handling guest complaints and concerns, ensuring guest satisfaction, and managing service recovery processes.
- Adhering to health and safety standards, industry regulations, and licensing requirements.
- Keeping accurate records of hotel operations, finances, and staff performance.
- Working with vendors, suppliers, and other external partners.
Education
Salt Lake Community College
West Valley CitySkills
- Communication
- Problem solving
- Financial Management
- Cultural awareness
- Conflict resolution
- Adaptability
- Customer service
- Exceptional interpersonal communication
- Budget allocation
- Supply chain management
- Client account management
- Budget analysis
- Expense control
- Facility management
- Labor cost controls
- Team training and development
- P&L management
Certification
- Pool and Spa Certified
- DABS
Timeline
General Manager
Springhill Suites By Marriott
06.2025 - 05.2026
Task Force Manager
J&P Asset Management
11.2024 - 06.2025
General Manager
HomeTowne Suites by Red Roof// J&P Asset Management
10.2023 - 11.2024
Assistant Manager
DSW Designer Shoe Wearhouse
07.2022 - 10.2023
District Manager
Extended Stay America
04.2020 - 07.2022
General Manager
Extended Stay America
07.2014 - 04.2020
Salt Lake Community College