Heather Patterson

Experience

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  Fairmont Hotels & Resorts

  Nov 2012 - Dec 2013

  Front Desk Agent

  Performed all Front Desk tasks including loyalty letters, memos for management, professional emails to other colleagues within the hotel, scheduling Front Desk monthly meetings, and check in/check out of guests. Consistently offered professional, friendly and engaging service.Assisted guests with concerns, special requests, and preferences ie: room preferences for President's Club loyalty members, information about the city as well as hotel facilities and history.Responded in a timely and effective manner to all guest concerns and offered a solution or alternative to every issue. Responsible for various administration tasks such as answering phone calls.Working effectively in a high stress, multi-tasking environment.Secondary Role: Royal Service Agent Tasks included answering all incoming and internal calls at the hotel and forwarding them to the appropriate department.Solving all incoming guest concerns immediately. Responsible for memos to management, loyalty letters for long stay guests, wakeup call management, and restaurant reservations. Show less

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  Grey Eagle Resort and Casino

  Jul 2014 - Sept 2016

  Assistant Front Office Manager

  Responsible for Front Desk, Reservations, and Guest Service departments as a whole under the Front Office operation.Handle guest service issues and work closely with other departments within the hotel to execute special requests.Build and monitor rates, promotional packages, and special offers within the hotel and work directly with the revenue director to launch. Prepare schedules based on expected occupancy levels, budgetary requirements, and colleague abilities. Develop and lead a high performance team of hospitality professionals.Manage payroll, scheduling, and discipline of colleagues.Preform frequent performance audits to ensure colleagues are given proper training.Act as a liaison between the Event Centre and Hotel prepping group reservations for VIP guests. Monitor our online presence by reviewing Booking.com, Trip Advisor, Guest Folio and other online reviews. This included reaching out to guests to ensure proper relationships were built in order to bring guests back to the resort. Hired as Front Office Supervisor with a promotion to Assistant Front Office Manager after one month of employment. Show less

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  Sheraton Hotels & Resorts

  Feb 2017 - Nov 2018

  Guest Services Manager
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  Four Points by Sheraton

  Nov 2018 - Mar 2020

  Operations Manager
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  Marriott Hotels

  Apr 2022 - now

  Conference Services Manager