Heather Martin

Experience

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  Sleep Inn

  Mar 2022 - Nov 2022

  Front Desk Supervisor

  .•Implemented strategies for improving customer service standards across the department and supervised a team of 7 employees.•Maintained daily reports on occupancy levels, availability, rate of rooms sold and revenue totals.•Managed reservations by answering calls, responding to emails, and booking accommodations.•Had a key eye for detail and organizational skills to handle problem solving and decision making in a calm manner and the ability to remain calm under pressure.•Used interpersonal skills to get to know other employees on both a personal and professional level while still maintaining professional boundaries.•Used delegation skills for setting priorities and goals while encouraging employees to be self-motivated as well as discovering their strong points.•Recruited, interviewed, and selected employees to fill vacant roles.•Created ways to show employees how to use their strong points within the job as well as gave praise, guidance or discipline when needed. Show less

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  La Quinta by Wyndham

  Dec 2022 - Nov 2023

  Front Desk Agent

  •Worked independently while providing excellent customer service while upholding company policies.•Answered phones, responded to inquiries, and took messages.•Inputted guest information into booking computer system software and issued room keys using PMS system accurately and securely.•Kept records of room availability and guest accounts, manually or using computers.•Performed bookkeeping activities to balance accounts, generated reports outing room occupancy totals, daily transactions, and revenue total to conduct nightly audits for management review. •Advised housekeeping staff of rooms vacated and ready for cleaning.•Prepared basic food service by setting up continental breakfast or coffee and tea supplies.•Went through an "Opera System Training" session with a Wyndham Corporate instructor to gain complete skilled knowledge of the reservation computer system software.•Have a clear understanding of how travel agencies' work such as Priceline, Agoda, Booking.com, and Expedia, as well as how to exempt taxes when needed.•Handles CLC reservations with or without Crewfax with high accuracy within hotel reservation software and complete check-ins on CLC website. Show less

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  Hampton

  Aug 2023 - Nov 2023

  Night Auditor

  •Completed end-of-day reporting and balanced registers to maintain financial accuracy. Independently ran nightly audit of rooms' charges, taxes, settlements, and credit card postings.•Maintained organized records of all housekeeping activities including occupancy levels, arrivals and departures, special requests.•Assessed data and information to check entries, calculations, and billing codes for accuracy.•Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.•Posted charges, updated accounts, issued receipts and bills to departing guests.•Resolved customer complaints promptly and courteously.•Used OnG booking software to effectively check-in and check-out procedures for guests.•Answered phones, responded to inquiries, and took messages.•Liaised with housekeeping and maintenance staff to address and resolve building and room issues. Show less