Heather Silas
Tonopah
Summary
Dynamic manager with proven expertise in operational management and team leadership. Recognized for enhancing guest satisfaction through effective problem-solving and training initiatives.
Overview
3
3
years of professional experience
Work History
Manager
Jim Butler INN
Tonopah
03.2024 - Current
- Supervised daily operations to ensure smooth guest experiences at the inn.
- Managed front desk activities, including check-ins and reservations for guests.
- Coordinated staff schedules to optimize coverage and service quality.
- Trained new employees on customer service protocols and operational procedures.
- Addressed guest inquiries and resolved issues promptly to enhance satisfaction.
- Implemented inventory management systems for supplies and amenities at the inn.
- Collaborated with housekeeping to maintain high cleanliness standards throughout the property.
- Organized events and special services to promote guest engagement and enjoyment.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
Bartender
Mizpah Club
Tonopah
05.2023 - 03.2024
- Prepared and served a variety of beverages to club members.
- Maintained cleanliness and organization of the bar area during shifts.
- Assisted in inventory management, tracking supplies and ordering replacements.
- Engaged with customers to provide excellent service and build rapport.
- Mixed cocktails following established recipes and presentation standards.
- Collaborated with kitchen staff to coordinate food and drink service.
- Handled cash transactions accurately and processed credit payments efficiently.
- Performed opening and closing duties including restocking supplies.
- Greeted customers and provided excellent customer service.
- Developed good working relationships with fellow employees through effective communication.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
Education
Bachelor - Veterinary Science
Portland State University
Portland, Oregon, OR07-2004
High School Diploma -
Molalla High
Molalla, OR06-2001
Skills
- Customer service
- Inventory management
- Staff scheduling
- Event coordination
- Compliance enforcement
- Guest relations
- Performance monitoring
- Team leadership
- Customer feedback analysis
- Conflict resolution
- Communication skills
- Problem solving
- Employee training
- Strategic planning
- Quality assurance
- Goal setting
- Recruiting and interviewing
- Shift scheduling
- Vendor management
- Negotiation
- Staff management
- Clear communication
- Regulatory compliance
- Salesforce management
- Relationship building
- Staff development
- Decision-making
Timeline
Manager
Jim Butler INN
03.2024 - Current
Bartender
Mizpah Club
05.2023 - 03.2024
Bachelor - Veterinary Science
Portland State University
High School Diploma -
Molalla High