Heather Firth Email & Phone Number

Lincoln, Canterbury, New Zealand

Wellington, Wellington Region, New Zealand

Wellington, Wellington Region, New Zealand

Wellington Region, New Zealand

Operations Manager

Greytown, Wellington Region, New Zealand

Managed restaurant and bar

Auckland

New York, New York

• Oversee daily activities of 28 Union Team members including Front Office, Front Service and Telecommunications. Trained and empowered team new team members. Directed customer service functions and developed team.
• Managed and increase revenue producing activities. Increased front office upsells 66% between April 2018 and April 2019 through leadership, mentoring and coaching of team of 14.
• Project Management on increasing guest and team member engagement throughout all management staff
• Manage room inventory to ensure hotel is balanced during sold out and oversell nights
• Attended training and coached team members in Forbes Travel Guide achieving 4 Star rating
• Leading Hotels of the World Ambassador – promoting luxury arrival experience and point of contact during stay.

New York

Description: Manage multiple team members of the front office operations - Front Services, Front Desk and PBX. Ensuring the Front Office team are providing seamless guest satisfaction and creating memorable experiences that are individualized and personal. Experienced in union scheduling and payroll. Monitor staff performance.

Phoenix, AZ

Description: Work closely with sales team to manage and grow existing accounts, with responsibility for selling and negotiating to meet daily account requirements. Build strong relationships, resolve problems in a timely and accurate manner, and assess customer needs. Conduct monthly and quarterly business reviews and customer meetings with senior and.

Description: Managed all aspects of past, present and future international group accounts across multiple properties and several states. Oversaw 80 accounts annually to secure revenue generation and ensure attainment of company performance goals. Ensured meeting planner satisfaction to company standards. Cross trained with Senior Account Managers to.

Wellington, NZ

Description: Supervised team of 20 staff members in all facets of daily operations, while ensuring highest levels of customer satisfaction. Administered reporting to senior management to support daily operations and ensure revenue maximization across business. Built strong relationships with government, corporate and leisure clients.** Succeeded in.

Phoenix, AZ

Oversaw daily activities of 30 front office employees. Directed customer service functions, and developed forecasts for occupancy levels, sales revenue and staff requirements. Served as key member of hiring team, responsible for improving staff operations and ensuring availability of adequate resources. Developed employee work schedules, managed daily.

Auckland, New Zealand

Trained new agents on front desk standards and procedures, managed inventory and handled guest issues in a courteous and professional manner. Anticipated guest needs to optimize client experience, and assisted in daily operations to manage inventory, front desk processes and complete end of day balancing. ** Updated and implemented standards and procedures.

Bachelor Of Commerce (B.Com.), International Business, Sales & Marketing

Education record