Heather Thibodeau Email & Phone Number

Shepherdstown, West Virginia, United States

The National Conservation Training Center

• Responsible for leading all guest services departments including housekeeping, front desk, reservations, conference set-up and janitorial• Leading forty-four employees including three supervisors and one key manager to ensure that all aspects of the NCTC statement of work, Facility operating plan, quality control plan, janitorial plan, and other critical deliverables are managed to ensure the highest level of guest satisfaction• Responsible for $2.3M annual budget and cost control in the guest services division• Acts on behalf of the General Manager during his absence ensuring compliance with all aspects of the contract and a seamless operation

Shepherdstown, Wv

• Managed 13-16 employees covering multiple departments and servicing over 240,000 sq. ft. daily• Acted on behalf of the Guest Services Manager and General Manager at times when they were not on property• Assisted the GSM in oversight of the Housekeeping and Front Office departments as well as assisted in developing leadership training for the Rooms Division supervisors• Participated in weekly client meetings to ensure seamless operations of the Guest Services Contract• Effectively communicated with client team members and other contractor employees to ensure smooth operations for the NCTC • Ensured all team members were engaged in proper safety practices daily• Worked with GSM to maintain labor productivity and efficiency • Modified previous inventory system to create a more efficient and secure product storage and purchasing process• Directed the daily assignments of multiple team members and adjusted as needed based on changing business needs • Participated in Aramark’s Quality Control Plan by conducting property walk-throughs and ensuring our team meets the high standards we have set forth• Interviewed, hired, and trained new staff members to meet the standards of the Aramark team at NCTC• Spearheaded initiative starting sign language instruction on property to promote inclusion and engagement with a hearing impaired employee

Luray, Va

I started my career in the Shenandoah National Park as a front desk agent, and worked my way through several managerial roles before transferring with Aramark to NCTC. As a Gift Shop Manager I learned inventory, sales and promotions, and always focused on fine tuning customer service. As the Front Office Manager I learned about customer feedback scoring and resolving customer complaints. I worked on training my team on best customer service practices, as well as upselling and focused on making the customer happy. As the Food and Beverage Manager I focused on safe food handling, personal hygiene, upselling, proper Dining etiquette and had Serv Safe and TIps trainings.

Bachelor Of Business Administration - Bba, Human Resources Management And Services

Associate'S Degree, Applied Science-Board Of Govenors

Certifcate Program, Medical Billing And Coding And Medical Secretary, 3.7 Gpa Out Of 4.0