Greg Heyn Email and Phone Number

-Assisted in taking over ownership and management of hotel.-Setup and configured Opera PMS conversion.-Implemented new SOP's for front desk procedures- Managed all front desk and bell positions.

• Trained and managed front line staff including front desk, concierge, and bellman including managing employees, problem resolution, purchasing and payroll.• Ensure smooth arrival process for all check-in guests.• Coordinate with maintenance and housekeeping to prepare all rooms for arrivals.• Keep detailed records of all purchases and provide P&L explanations for any variances.

Trained and managed front line staff including front desk, concierge, and bellman. Resolved guest issues and complaints effectively and within budget guidelines. Responded to social media feedback on Yelp to ensure guest feedback was constructive to the staff learning experience and overall growth of the hotel brand. Planed and executed events booked by the Banquet Manager in the 6 event space outlets including staffing of banquet servers and bartenders, setup of space to ensure client satisfaction.

Supervised front office staff including reservations, bellman, valet, and front desk staff of 8 people. Created and implemented standard operating procedures for all areas of the front office. Train guest and staff interaction to provide a genuine and memorable experience while at the hotel. Provided solutions to guest complaints to satisfy and ensure loyalty of guests.

Work with 2 employees including scheduling, supervising, and planning daily task lists. Perform payroll audits to ensure proper wage and hour protocols are followed. Provide customer service to guests resolving guest challenges quickly and effectively. Plan merchandise presentations to keep store up to standards as well as supporting current sale promotions.

Assisted with installation of FF&E into rooms, creation of housekeeping procedures and schedules, laundry inventory, and punch lists for each roomParticipated in training of front desk staff and night audit. Prepared front desk policies and procedures.Assisted in set up of hotel to meet the specified requirements of the brand standards.Prepared guest HSIA and recruited network management, installed 70 volt public music system, and set up of business center computers.

Maintain staffing levels and training of front desk, bellman, and PBX departments. Approximately 15 employees. Keeping a high profile by interacting with the guests during their stay to ensure satisfaction. Responding quickly and efficiently to guest requests and issues. Input group rooming lists, blocking rooms, and billing of function space.Participate in daily standup meeting to keep all departments aware of daily activities.

Key responsibilities include maintaining all aspects of front desk hiring, training, and management of employees.Keeping a high profile by interacting with the guests during their stay to ensure satisfaction. Responding quickly and efficiently to guest requests and issues. Processing of accounts receivable, daily deposits, and night audit packs. Input group rooming lists, blocking rooms, and billing of function space.

Oversee revenue management for 5 extended stay properties. Devise and execute sales strategies, manage room inventory, and set rate structure and restrictions along with GM and DOS to drive top line revenue.Assisted newly acquired hotels in setting price points, rate structure, and training of front desk employees.Utilize STR reports and market shops to compare each property against the competitive set to ensure correct positioning within the market and adjust rates and strategies accordingly.Build/manage rates for clients in Holidex as negotiated by the DOS and load GDS codes for travel agents.Complete monthly and 90 day forecasts along with property management.

Responsible for hiring, training, and management of 3-4 front desk employees.Manage accounts receivable including set up, daily invoicing, and posting payments.Participate in weekly sales meetings involving general manager, sales, and the front desk in order to keep lines of communication open between departments.Participate in MOD program. Oversee all hotel operations one weekend per month.

Responsible for creating reservations, checking guests in/out, responding to needs of guests while maintaining the highest quality of service during their stay at our hotel.Specialized in training new employees to be proficient in front desk systems, creation and management of reservations, sales strategies, and handling guest needs.Completed the cross-training program to learn in order to understand the needs of housekeeping, maintenance, and sales.