Heidi Noll
Fort Wainwright,AK
Summary
Proven to excel in fast-paced environments, leveraged time management and customer service skills at IHG Army Hotels to significantly enhance guest satisfaction. Expert in hospitality management and Microsoft Office, handled complaints and reservations, boosting operational efficiency and guest relations. Proactive approach and dedication to excellence consistently met employer expectations. Meticulous Senior NCO and Hotel Front Desk with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
22
22
years of professional experience
Work History
Front Desk Clerk
IHG Army Hotels
05.2024 - Current
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered and updated sensitive customer information during check-ins and room changes.
Housekeeping Room Attendant
IHG Army Hotels
09.2023 - 01.2024
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Provided exceptional customer service when interacting with over 2,000 guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
- Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture.
- Assisted in training new employees on housekeeping protocols, leading to improved staff performance.
- Participated in regular inspections, continuously improving the overall cleanliness of assigned areas.
- Consistently met or exceeded room inspection scores by diligently following established guidelines for cleanliness and presentation.
- Responded to requests from patrons for linens and toiletries.
- Collaborated with team members for efficient completion of tasks, resulting in increased productivity.
Combat Medic Instructor
US Army
10.2002 - Current
- Educated over 5,0000military personnel on first aid techniques and preventative medicine practices to reduce injury rates within the unit.
- Increased soldier readiness through regular health screenings, vaccinations, and preventive medicine initiatives.
- Responded to emergencies with speed, efficiency, and knowledgeable assistance.
- Improved overall team efficiency by maintaining accurate records of supplies, equipment, and medical treatments administered.
- Established field medical stations to provide triage and stabilization services during large-scale operations.
- Promoted a culture of safety by adhering to established guidelines for infection control and hazardous materials handling during all aspects of patient care.
- Served as a vital communication link between frontline units and supporting medical elements during combat operations.
- Contributed to mission success by maintaining a high level of personal fitness, weapons proficiency, and tactical knowledge.
- Demonstrated adaptability when faced with limited resources or challenging environmental conditions while delivering quality patient care.
- Developed strong relationships with local healthcare providers to facilitate seamless transitions of care for wounded soldiers returning home.
- Instructed personnel in de-escalation and conflict resolution techniques for use in foreign national negotiations and cooperative actions.
- Enhanced patient survival rates by providing timely and accurate medical care on the battlefield.
- Produced reports on equipment status, incidences, personnel readiness and intelligence for superiors.
- Patrolled designated coverage areas and evaluated terrain for defensive use.
- Trained teams on emergency situation preparedness and integration of tactical planning, equipment maintenance and weapon use.
- Trained over multinational partners, contractors and foreign nationals to develop warfighting and defense capabilities.
- Briefed leaders on readiness, equipment status, and enemy locations to enable sound decision making.
- Taught personnel to mitigate environmental hazards and properly use personal protective equipment such as chem gear for battle scenarios.
- Actively participated in training exercises to maintain skill sets necessary for effective performance under pressure.
- Conducted realistic training scenarios to prepare medical team members and provide realistic battle or mass-casualty scenarios.
- Administered medications, vaccines and tests such as electrocardiograms and field neurological tests.
- Reduced infection risks by implementing strict sanitation protocols in both field environments and permanent medical facilities.
- Collaborated with fellow medics and healthcare professionals to develop comprehensive treatment plans for injured personnel.
- Collected patient medical information and details about current conditions, symptoms and complaints.
- Streamlined medical evacuations for wounded soldiers, resulting in faster transport to higher-level care facilities.
- Conducted thorough patient assessments, identifying injuries and illnesses requiring immediate attention.
- Assisted in the transportation of patients from remote locations via ground or air support vehicles as needed.
- Maintained accountability for sensitive items such as controlled substances used for pain management, ensuring proper storage and disposal.
- Performed crucial lifesaving interventions in combat situations.
- Administered life-saving interventions, including airway management and hemorrhage control, during high-stress combat situations.
- Developed and deployed triage skills and delivered optimal emergency care in combat environments.
- Kept combat zone work environments as clean and organized as possible and maintained unit in constant state of readiness.
- Delivered emergency medical treatment at point of wounding on combat battlefields.
- Acted as team leader and took responsibility for scene and unit management to maximize integrated support of patients.
- Recognized and treated medical conditions with proven techniques, equipment, and knowledge of medical and military protocols.
- Perfected careful handling, lifting and moving of patients from point of incident to stretcher, ambulance or helicopter.
Education
Associate of Applied Science - Nursing
Palo Alto College
San Antonio, TX08.2025
Skills
- Time Management
- Hospitality services
- Administrative Skills, Problem-solving skills
- Microsoft Office, Word Processing
- Complaint resolution
- Payment Processing
- File Management
- Hospitality Management
- Reservation Management
- Guest Relations
- Multi-Line Phone Systems
- Conflict Management
- Attractions and amenities knowledgeable
Timeline
Front Desk Clerk
IHG Army Hotels
05.2024 - Current
Housekeeping Room Attendant
IHG Army Hotels
09.2023 - 01.2024
Combat Medic Instructor
US Army
10.2002 - Current
Associate of Applied Science - Nursing
Palo Alto College
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