Heather Iverson Email & Phone Number

Victoria, Bc, Ca

Victoria, British Columbia, Canada

- Built up a team of skilled, supportive ambassadors post-pandemic to ensure the success of daily operations and a high level of guest service.- Increased the team’s efficiency through training and the introduction of new tools resulting in increased workloads while maintaining a high standard of cleanliness.- Created an inventory & loss prevention system from scratch resulting in departmental cost reductions.- Regularly analyzed supplies, researched and implemented alternate products to work within budgetconstraints while maintaining the company’s brand standards.- Acted as a co-project manager during the lead-up planning period and implementation of room renovations, juggling constant changes and challenges. - Researched alternative amenity options and worked closely with vendors for room renovations leading to a cost savings of $60,000 from initial designer quote.- Conducted regular inspections, check-ins and performance reviews with staff to address any areas forimprovement, gather feedback and ensure the health and safety of team members.- Implemented engagement tools such as reviewing weekly survey results, goals and acknowledgements.- Joined the health and safety committee, created a monthly Health & Safety departmental task list within ALICE, the property’s digital ticketing system, and regularly reviewed emergency preparedness with staff.- Successfully managed conflict and performance issues with respectful discourse while ensuring adherence to union and company processes.

Vancouver And Victoria, Bc

- Fielded client calls and emails as well as ensured their access to specialized corporate rates.- Created and managed multiple spreadsheets, ensuring they were always up to date with accurate tracking information. Prepared reports from hotel operating systems and Salesforce for Sales Managers.- Worked with Sales Managers to identify ways in which to acquire new clients and meet business targets.- Planned & assisted in the execution of the spring Sales Blitz including mapping out visits for several teams to engage with businesses in person and ordering/organizing supplies for gifts given to each contact visited.- Prepared purchase orders and connected with accounting to ensure bills and fees were paid accurately and on time.- Coordinated with the Electronic Distribution team to ensure client corporate rates were loaded and functioning properly in hotel systems.

Vancouver, Bc

- Used in-depth knowledge and research to write several procedural documents covering a broad range of topics including policy, rate loading and management, charge plans, profiles, reporting and interfaces.- Presented several engaging power point versions of the written SOP’s to ensure standard operating procedures were consistent across all properties.- Acted as a key point of contact for those with concerns relating to the property management system.- Coached and collaborated with property managers by phone and via MS Teams to ensure that procedures were being followed accurately.- Investigated and responded to questions through the EDS ticketing system (Zendesk). Coordinated with colleagues from various departments to gather information in order to provide the best solutions possible.

Vancouver, Bc

- Managed the department for week-long and month-long periods during the absence of the department manager.- Organized and promoted team incentives to encourage guest loyalty, brand standards and increased hotel revenue.- Provided coaching and regular feedback to help manage conflict and improve employee engagement.- Created effective resolutions to guest concerns using problem-solving and conflict resolution abilities.- Coordinated with and provided support to other departments including the restaurant, sales, catering, housekeeping and engineering.- Volunteered as an interim assistant restaurant manager during a staff shortage.- Directly responsible for hotel operations including Fire Safety and First Aid procedures in emergency situations.

Vancouver, Bc, And Edmonton, Ab

- Took on tasks above and beyond regular duties such as the creation of reservations, handling group bookings, and managing various reservations reports.- Worked at Head Office as a reservations agent to increase knowledge and skill in this area of expertise. One of a small group chosen to begin managing and responding to guest inquiries, concerns and requests by email.- Established rapport with guests through strong interpersonal abilities which resulted in numerous mentions through digital comment cards, Tripadvisor and Tourism Vancouver.- Ensured consistent monetary operations by balancing cash registers and accurately billing, routing and tallying individual accounts.- Created and implemented 'green' initiatives including ways to reduce and re-use.

Head Office

Daily duties: responding to and processing reservation inquiries by phone and fax, maintain accurate and organized files and records, safe handling of confidential administrative tasks, problem solving in response to guest complains and concerns, regular communication with my team, constant awareness of individual and group statistics, promoting packages and various selling techniques to achieve targeted sales goals. I was among the first small group chosen to begin managing and responding to guest inquiries, concerns and requests by email. I volunteered to learn the Opera PMS after the acquisition of a new property, and handled reservation input, changes, and requests within the system. Going above and beyond where possible to communicate with various properties to exceed guest expectations and provide them with the best experience possible.

Edmonton, Ab

Daily duties: working efficiently within time constraints, ensuring customer satisfaction of all beverages, developing a strong relationship with regular customers, operating and balancing cash registers, delivering deposits, processing food and stock orders, operating the barista machine, multitasking, memorization and prioritizing.

Kelowna, Bc And Edmonton, Ab

• Designed kitchens based on client needs, wants, measurements and budget as well as coordinating and selling complete installation packages.- Worked alongside the project coordinator to ensure installers, clients, and suppliers were communicating on a regular basis.- Ensured customers were well informed of available products and their features and benefits.- Volunteered as an educator for the roll-out of a new company wide retail operating system.- Maintained stock levels and inventory and organized merchandise in visible and pleasing displays.

Kelowna, Bc

Daily duties: Processed food orders both in the restaurant, room service and the coffee bar, maintained stock, organized all room service items, ensuring accuracy and neatness of food presentation, operated and balanced cash registers, maintained product knowledge of food and beverage items, regular communication with co-workers and guests to provide the best service possible, trained in multiple departments such as the liquor store and housekeeping.

Kelowna, Bc

Used significant product knowledge to assist customers find the best tool for the job, offered alternative suggestions for home improvements, maintained stock levels and did inventory, ensured merchandise was well organized and visible

Kelowna, Bc

Daily Duties: Designed effective organization of merchandise with and without a plan-o-gram, temporary department supervisor for the boys department for two months, ensured stock was maintained on a daily basis, communicated with, and coordinated staff, ensuring department duties were completed, responsible for training all new staff on POS system, processed returns, refunds, and exchanges, ensuring customer satisfaction.

Diploma, Interior Design

Activities and Societies: Space planning, Autocad, Sketchup, 3ds Max, Photoshop, Illustrator, Residential, Commercial, Office, Eco.

Certificate Of Performing Arts Enriched Program, Visual And Performing Arts

Activities and Societies: Acting, Dancing, Singing

High School Diploma