Heather Vaughan
Oklahoma City
Summary
Customer-focused Assistant Manager with expertise in guest services and inventory management. Led training initiatives and streamlined workflows to enhance operational efficiency and compliance with standard procedures. Strong background in customer service and conflict resolution, driving improved guest satisfaction and financial accountability.
Overview
8
8
years of professional experience
Work History
Assistant Manager
Holiday Inn Express Hotel Suites
Oklahoma City
09.2024 - Current
- Coordinated guest services to enhance customer satisfaction and foster repeat business.
- Implemented standard operating procedures for efficient front desk operations.
- Trained new team members on hotel policies and procedures for consistency.
- Monitored inventory and ordered supplies to ensure consistent availability and support operational efficiency.
- Collaborated with management to streamline operational workflows.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Conducted regular inspections of hotel facilities for quality assurance.
- Created reports on sales trends, inventory levels, and financial data.
- Mentored newly hired employees on company programs to facilitate onboarding and improve team integration.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Night Auditor
Holiday Inn Express Hotel Suites
Oklahoma City
06.2018 - Current
- Managed nightly front desk operations and guest check-ins at a hospitality establishment.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Conducted audits of daily revenue reports to ensure financial integrity and compliance.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Prepared comprehensive end-of-day reports for management review and analysis.
- Processed financial transactions, including room charges and payments accurately.
- Coordinated with housekeeping to ensure timely room availability for guests.
- Provided exceptional customer service by addressing guest inquiries and resolving issues.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Greeted arriving guests and checked them in to their rooms.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Monitored security systems to maintain a safe environment for guests and staff.
- Assisted in training new staff on operational procedures and customer service standards.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
Education
Some College (No Degree) - Marketing
Eastern Kentucky University
Richmond, KYSkills
- Front desk management
- Inventory management
- Standard operating procedures
- Financial reporting
- Revenue management
- Sales analysis
- Customer service
- Problem solving
- Conflict resolution
- Financial reporting
Timeline
Assistant Manager
Holiday Inn Express Hotel Suites
09.2024 - Current
Night Auditor
Holiday Inn Express Hotel Suites
06.2018 - Current
Some College (No Degree) - Marketing
Eastern Kentucky University