Project Manager Customer Service

HEATHER M. HARMAN

p-704-***-**** c-704-***-**** 4811 Roundstone Way, Apt 106 Charlotte, NC 28216

**************@*****.*** http://www.linkedin.com/in/heatherharman

Results oriented hospitality leader; successful in corporate, client & stakeholder management through conversions, new builds & site upgrades.

Direct integration of technology, brand immersion, sales dynamics and operation excellence that leads to increased profits and long term ROI.

SMARTSOURCE Chicago, IL 2010-2011

Technician Coordinator

Contracted by SmartSource and worked for Insight during McDonalds upgrade installations nationwide.

• Collaborated with project coordinators and management to ensure travel, accommodations for technicians were cost effective and time sensitive. Direct liaison with technicians for travel, scheduling, and logistical challenges.

STARWOOD HOTELS AND RESORTS White Plains, NY 2007-2010

New Builds IT Project Manager

Partnered with ownership, property and corporate management to ensure successful new construction and conversion properties; implementing all aspects of Hotel IT and telephone hardware, software infrastructure, cabling and training.

• Controlled and managed $1M-plus budgets where I achieved consistent under-budget results

• Led and developed critical paths, project plans and IT project review meetings with ownership and property management for multiple brands and markets.

• Directed and collaborated with hotel systems implementation teams, IT vendors and construction team transitioning to ongoing operations including 3-plus month intense on-site direction.

DESTINATION HOTELS AND RESORTS Englewood, CO 2004- 2007

Implementation Manager

Actualized enterprise-wide front office, reservations, F&B, accounts receivable and owner fulfillment Springer-Miller PMS, POS, Golf, Spa systems training and emersion at new and existing properties.

• Led, developed and executed front office, reservation, accounting and distribution system policies and procedures with corporation standardization. Created standardized training and reference SOP and manuals.

• Led and managed resevation conversions from several hotel systems(Fidelio, LMS, Maestro) toEnterprise SMS|Springermiller

• Coordinated credit card, cabling, interface installation and vendors for on schedule delivery.

• Coached management teams using knowledge of hotel operations to anticipate issues and format effective solutions. SMS application trainer.

INTERSTATE HOTELS & RESORTS (Was MeriStar Hotels & Resorts) Fairfax, VA 2000-2004

IT Project Manager

Directed hands-on installation of hotel systems, and interfaces for PMS, POS, CRS, Payroll, Sales, and credit card. Provided onsite consultation and acted as liaison between corporate office, ownership, the property and vendors.

• Developed budgets for Hilton projects for property, REIT & corporate office approval. Executed and managed $3M+ Budget and approved all purchases and payments

• Created and executed project plans and critical paths to ensure that on-site team would be informed and fully participating. Coordinated reservation migration for Reservation conversions for Fidelio Opera and several other PMS.

• Reviewed cabling/room dynamics for public, office and guest room areas.

• Directed successful conversions for Starwood, Hilton, Radisson, Marriott, Intercontinental, and Choice hotels including new construction, conversions, and upgrades

GALAXY HOTEL SYSTEMS Tustin, CA 1997- 2000

Now owned by Starwood (Formerly GEAC Hotel Systems)

Project Coordinator

Prepared and managed on-site installation of property management system. Ensured that sites were prepared for the arrival of GEAC’s Computer installation team, and hotel conversion.

• Scheduled and supervised activities of key personnel at the installation; coordinated all departments and cabling, electrical and interfaced vendors.

• Coached for full system set up and execution directed on-site implementation team incorporating property needs and evaluating impact with property team.

• Supervised conversion. Developed on site training schedule. Post follow up and support for issues in Front Office, Reservations and Accounting.

Senior Training and Installation Specialist

Managed and coordinated successful database and installation of UNIX-based property management system for Hotels from 99 to 1600 rooms; for independent, Four Points, Sheraton, Westin, and Luxury Collection brands

• Implemented and conducted on-site training for hotel staff from 3 to 6 weeks; managed all areas of project. Led 10 projects, and was a team member on several additional projects and conversions

• Led 12+ effective post installation on site week long property audits to assist with full utilization of GEAC.

SHERATON CENTRE HOTEL Toronto, Canada 1985-1997

Front Desk Manager

Coordinated convention, group and VIP arrivals, departures and in house property and guest demand.

• Managed guest flow, supervised all facets of the reception area for a 1400 room corporate/convention hotel. Part of reservations conversion team for conversion from Res III and Res IV to Geac and Galaxy.

• Empowered, coached and assisted staff of over 50 employees. Functioned as Assistant Manager to reconcile guest complaints and resolved operational challenges.

Front Office Training Manager

Led large Front Office & Reservations teams thru intensive 3 week initial computer and customer service training, as well as ongoing coaching and development. Property trainer for PMS application.

• Facilitated team members to incorporate coaching and training into their management routine.

• Implemented standards, procedures to streamline training. Redesigned manuals to maximize department effectiveness.

• Conducted interviews, evaluated interviewees and hired staff to decrease payroll costs and streamline operational effectiveness for success. Hiring manager for all new front office employees for 18 months with lowest turnover in several years.

EDUCATION

Hotel Management Associates Degree George Brown College Toronto, Canada

Several management training seminars & programs including customer excellence, operations, supervisory, train the trainer, coaching and brand training. Pursuing PMP and CHTP Certifications.

Microsoft Office

Microsoft Project Microsoft Visio

Galaxy/Fidelio/Micros/SMS-Springer-Miller PMS/POS Database/Unix

Member - HFTP – Hotel Finance Technical Professionals PMI-Project Management Institute ASTD- American Society for Training & Development

Heather M Harman 704-***-**** **************@*****.***

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