Patrick Heil
Escondido
Summary
Experienced hospitality professional skilled in front desk operations, guest services, and team supervision. Strong ability to lead teams, enhance guest satisfaction, and maintain operational excellence. Adept at conflict resolution, financial transactions, and fostering positive workplace relationships. Committed to delivering exceptional experiences aligned with organizational values.
Overview
9
9
years of professional experience
Work History
Supervisor of Guest Services Operations
Hyatt Vacation Club at The Welk
01.2024 - Current
- Lead front desk operations, ensuring exceptional guest experiences for Owners, members, and guests
- Oversee check-in and check-out procedures, including identity verification, payment processing, room assignments, and key issuance
- Ensure accurate account setups and manage compliance with market codes and billing procedures
- Handle financial transactions, balancing receipts and adhering to accounting protocols
- Provide property information, directions, and coordinate staff responses to guest requests
- Train, coach, and evaluate team members while fostering a collaborative and positive work environment
- Act as a key resource for conflict resolution and uphold organizational policies
- Maintain security awareness and guest safety by addressing concerns and incidents
Bell Attendant
Hyatt Vacation Club at The Welk
06.2023 - 01.2024
- Greeted and escorted guests to rooms, ensuring a warm and welcoming experience
- Provided information on property amenities, services, and local attractions
- Assisted guests with luggage transportation, storage, and retrieval
- Arranged transportation and handled advance transportation requests
- Delivered personalized guest service, responding promptly to requests and inquiries
Customer Service Representative
GEICO
07.2021 - 12.2022
- Delivered exceptional customer support via phone and email, addressing inquiries about insurance policies, billing, and claims
- Processed policy updates and explained terms and coverage details to ensure clarity
- Resolved customer concerns and complaints with professionalism and efficiency
- Maintained detailed documentation of interactions and identified upselling opportunities
- Collaborated with team members to enhance service efficiency and customer satisfaction
Front Office Supervisor
Welk Resort of San Diego
07.2020 - 09.2020
- Supported the Front Office team with daily operations and addressed arising challenges
- Resolved guest concerns in a timely manner while upholding the organization’s core values
- Facilitated interdepartmental communication to ensure smooth operations and guest satisfaction
- Managed the needs of 714 villas, demonstrating adaptability and proactive problem-solving
Bell Person
Welk Resort of San Diego
05.2016 - 07.2020
- Delivered outstanding guest experiences by adhering to the resort’s core values
- Assisted guests with luggage and responded to room and resort requests promptly
- Cross-trained as a PBX Operator to manage and direct incoming calls efficiently
- Engaged with guests to ensure their needs were met and exceeded expectations
Education
Bachelor of Science - Computer Information Systems
Southern New Hampshire University
Online12-2026
Associate of Science - Computer Information Systems
Palomar College
San Marcos, Ca05-2025
Skills
- Guest Relations & Customer Service
- Team Leadership & Training
- Conflict Resolution & Problem Solving
- Financial Transactions & Accounting Compliance
- Multitasking & Time Management
- Interdepartmental Communication
- Hospitality Operations & Standards
- Property Management Systems (TimeShareWare & Asgard)
Timeline
Supervisor of Guest Services Operations
Hyatt Vacation Club at The Welk
01.2024 - Current
Bell Attendant
Hyatt Vacation Club at The Welk
06.2023 - 01.2024
Customer Service Representative
GEICO
07.2021 - 12.2022
Front Office Supervisor
Welk Resort of San Diego
07.2020 - 09.2020
Bell Person
Welk Resort of San Diego
05.2016 - 07.2020
Bachelor of Science - Computer Information Systems
Southern New Hampshire University
Associate of Science - Computer Information Systems
Palomar College
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