Matthew Heitzman
Operations Manager
Stuart,Florida
Summary
Organized and dependable person successful at managing multiple priorities with a positive attitude. Achieve positive results through applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing customer relationships while improving the efficiency of the operation.
Overview
8
8
years of professional experience
Work History
Operations Manager
Loggerhead Riverwatch Marina
11.2019 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency for storage of over 240 boats
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Housekeeping Manager
Columbia Sussex Corporation
01.2018 - 11.2019
- Managed team productivity and workflow to exceed quality standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Managed staff of over 30 housekeepers. Housekeeping department was ranked 137th nationally with Marriott in January 2018 and we moved up to 42nd by end of January 2019.
- Never failed audit.
Front Office Supervisor
Columbia Sussex Corporation
06.2017 - 01.2018
- Coached over 20 employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Front Office Supervisor
Omni Grove Park Inn
10.2015 - 06.2017
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Acted as assistant to Rooms Director to aid in all aspects of the property.
- Kept high average of performance evaluations.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff of over 20 people, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Bachelor of Arts - Business Administration
Indian River State College
Ft. Pierce, FL08.2024
Associate of Arts - Business Administration
Indian River State College
Ft. Pierce, FL2021
Skills
- Contract Management
- Customer Service
- Performance Monitoring
- Inventory Management
- Customer Retention
- Business Development
- Employee Relations and Conflict Resolution
- Customer Relations Specialist
- Interpersonal Communication
- Operations Management
Timeline
Operations Manager
Loggerhead Riverwatch Marina
11.2019 - Current
Housekeeping Manager
Columbia Sussex Corporation
01.2018 - 11.2019
Front Office Supervisor
Columbia Sussex Corporation
06.2017 - 01.2018
Front Office Supervisor
Omni Grove Park Inn
10.2015 - 06.2017
Bachelor of Arts - Business Administration
Indian River State College
Associate of Arts - Business Administration
Indian River State College
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