Heather Latimer

Hard worker. Quick learner

Edmond, OK 73013

ad31gc@r.postjobfree.com

+1-405-***-****

I am a wife and mom of a 15 year old boy and a 9 year old daughter. I just turned 40 years old . I think I'm mostly just a nice person. Front desk is the only position I've had since I was 15 years old. I love it. I wouldn't do anything else. I most recently worked on Onque but I have worked on a lot of systems. Even if I didn't know the system I've done front desk so long that I am confident I could handle it even if left alone on day one. Literally this happened to me at a Home2 before I had worked on Onque. Very first shift, first Hilton, and I worked the whole shift without issue. Authorized to work in the US for any employer

Work Experience

Guest Service Representative

Embassy Suites by Hilton - Oklahoma City, OK

May 2021 to January 2024

• Greeting guests on arrival.

• Undertaking front desk service duties.

• Administering check-in and check-outs.

• Assigning rooms and issuing keys.

• Delivering mail and messages.

• Processing guest payments and managing bills.

• Coordinating with porters, concierge, kitchen staff and housekeeping.

• Acting as a central source of information for guests during their stay.

• Processing food and beverage requests.

• Resolving problems and dealing with conflict or tension with disappointed guests.

• Coordinating third-party services such as tour guides, taxis, airport transfers and rental cars. Front Desk Associate

Country Inns & Suites - Oklahoma City, OK

July 2019 to September 2019

Strong multi-tasking skills and a passion for working with people. I am skilled at: Providing information to guests about the local area, hotel services and amenities, handling guest check-in and check-out in an accurate and efficient manner, providing exemplary guest service by demonstrating a personal commitment to making every guest satisfied, registering guests making and modifying reservations hotel operator and concierge duties., providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy. As well as accounts receivable, accounts payable, payroll, new hires, new hire paperwork, human resources, oversaw each department. Scheduling, training, handled guest complaints, made reservations and changed reservations, checked guests in and out, made keys, answer phones, handled employee complaints and devised unorthodox ways to resolve conflict found ways to cut costs. Watched all inventory, reorder what was needed

Operations Manager

Spring Hill Suites - Oklahoma City, OK

May 2006 to May 2008

Accounts receivable, accounts payable, payroll, new hires, new hire paperwork, human resources, oversaw each department. Scheduling, training, handled guest complaints, made reservations and changed reservations, checked guests in and out, made keys, answer phones, handled employee complaints and devised unorthodox ways to resolve conflict found ways to cut costs. Watched all inventory, reorder what was needed.

Administrative Assistant

Holiday Inn - Oklahoma City, OK

November 2005 to May 2006

Answer incoming calls and record information on daily log sheet relaying messages and/or messages to colleagues. Booking Reservations for clients. Assisting with various tasks (ex. Extending Reservations, Names into online reservation system ..Logging Rooming Lists into the system after Check-in. Created groups in the system, blocked rooms for groups, forecasting, balanced the hotels system with holidex, handled guest complaints

Front Desk Clerk

Hampton Inn - Oklahoma City, OK

June 2005 to November 2005

Greet, register, and assign rooms to guests of hotels or motels. Greet customers, patrons, or visitors. Verify customers' credit, and establish how the customer will pay for the accommodation. Verify accuracy of financial or transactional data.

Contact housekeeping or maintenance staff when guests report problems. Report maintenance or equipment problems to appropriate personnel. Make and confirm reservations. Make travel, accommodations, or entertainment arrangements for others. Issue room keys and escort instructions to bellhops. Distribute materials to employees or customers. Keep records of room availability and guests' accounts, manually or using computers. Maintain financial or account records. Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers. Maintain financial or account records.

Compute bills, collect payments, and make change for guests. Calculate costs of goods or services. Execute sales or other financial transactions. Collect deposits, payments or fees. Record guest comments or complaints, referring customers to managers as necessary. Maintain financial or account records. Refer customers to appropriate personnel. Review accounts and charges with guests during the check out. Discuss account status or activity with customers. Transmit and receive messages, using telephones or telephone switchboards. Operate communications equipment or systems. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. Provide information to coworkers. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. Discuss goods or services information with customers or patrons.

Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies. Deposit guests' valuables in hotel safes or safe-deposit boxes. Clean and maintain lobby and common areas, such as restocking supplies and watering plants. Clean facilities or equipment. Date-stamp, sort, and rack incoming mail and messages. Sort mail. Arrange tours, taxis, or restaurant reservations for customers. Make travel, accommodations, or entertainment arrangements for others. Guest Services Manager

Holiday Inn - Oklahoma City, OK

June 1998 to May 2005

Oversees all guest services operations, including front desk, reservations, PBX, bell staff, and transportation services to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software. Trains new Guest service associates. Answers letters of inquiry regarding rates and availability. Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities. Maintains a detailed knowledge about the hotel's services and hours of operations. Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development. Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained. Check guests in and out, including preparation of guest bills and authorising payments. Responsible for cash handling including float and banking. Dealing efficiently with day to day billing and guest service queries. Report anything considered a health and safety hazard. Using information available, plan and control both the preparation of future shifts and effective communication to the team. To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external. Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM. Lobby duty plays a key role in the success of the movement of our guests around the hotel. Prevent abuse and/ or destruction of hotel property. Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets. Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies. Knows cash handling procedures. Files and posts all changes to guest master and city ledger account. Good understanding about the Property management software. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy. Do service recovery procedures. Education

Na in Business management

Rose State College - Midwest City, OK

April 2005 to April 2006

Some college

Skills

• Operation

• Revenue Cycle (3 years)

• Janitorial

• Logistics

• Accounts Receivable (3 years)

• Human Resources (3 years)

• Accounts Payable

• Forecasting

• Guest Services

• Conflict Management

• Payroll (3 years)

• Management (7 years)

• Administrative Experience

• Bookkeeping

• General Ledger Accounting

• Account Reconciliation

• Journal Entries

• Bank Reconciliation (3 years)

• Balance Sheet Reconciliation

• Hotel experience (10+ years)

• Customer service (10+ years)

• Financial Report Writing

• Data Entry

• Office Management

• Front desk

• Auditing

• Upselling

• Time management

• Microsoft Excel

• Hospitality

• Microsoft Office

• Customer service

• Microsoft Office

• Office experience

• Sales

• Conflict management

• Cash handling

• Forecasting

• Human resources

• Accounts receivable

• Accounting

• Hospitality

• Cash register

• Guest services

• Financial report writing

• Payroll

• Accounts payable

• Food service

• Maintenance

• Front desk

• Bank reconciliation

• Account reconciliation

• Hotel experience

• Office management

• General ledger reconciliation

• Cleaning

• Hospitality management

• Phone etiquette

• Guest relations

• Hotel management

• Communication skills

• Financial auditing

• Journal entries

• Balance sheet reconciliation

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