Directrice Hébergement / Rooms Division Manager (préouverture / ouverture)

• May 2023 - Present

Welcome Desk Manager / Directrice des services d'accueil

• Jan 2020 - Aug 2022

Assistante Welcome Desk Manager / Adjointe Directrice des services d'accueil

• Oct 2018 - Jan 2020

Assistante Relations Membres

• Mar 2018 - Sep 2018

- Sales: presentation and management of concierge services - Quality and loyalty: management of guest complaints and analysis of datas in order to improve satisfaction - Design of push and newsletter e-mails - In charge of international VIP accounts - Sales: presentation and management of concierge services - Quality and loyalty: management of guest complaints and analysis of datas in order to improve satisfaction - Design of push and newsletter e-mails - In charge of international VIP accounts

Night Manager

• Sep 2017 - Mar 2018

- Serves as the property Manager on Duty and oversees all property operations during the overnight shift. Represents property management in resolving any guest or property related situation. - Ensures that the highest levels of hospitality and service are provided during the overnight shift. - Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement- Assists accounts receivable clerk in all aspects of job - Monitors that the team is researching/processing all chargebacks and rebates on a timely basis- Administers plans and actions to keep chargebacks and rebates to a minimum- Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues- Cross training in accounting Show less

Front Office Supervisor

• Sep 2016 - Sep 2017

- Management of a team of 7-8 receptionists (shift leader),- Daily use of Opera and MARSHA,- Rooms controller (room assignment, update of payment methods, rate configurations),- Overbooking management (forecast, management of the room inventory, closing of sales on MARSHA), - In charge of the "enrollments project" (quantitative analyses, tracking results and making sure goals are reached by the team),- In charge of guest satisfaction and feedbacks (tracking and communication about comments/feedbacks, action plans to ensure guest satisfaction),- Administrative tasks (late cancellations, no-show tracking, guest leisure - group billing), - Managing and solving guest complaints (Guest ware, Guest voice, Customer Care, Post departure mails (follow up with guests), mails and phone calls)- Replacement of Night manager during 1 month. Show less

Front Desk Receptionist

• Jun 2015 - Sep 2016

- Daily use of Opera and MARSHA,- Rooms control (check the upcoming reservations, update of payment methods),- Overbooking management (forecast, management of the room inventary, closing of sales on MARSHA), - In charge of the "enrollments project" (quantitative analyses, tracking results and making sure goals are reached by the team),- Administrative tasks (Late cancellations, no-show tracking), - Managing and solving guest complaints (Guest ware, Guest voice, Customer Care, mails and phone calls), - Partially night audit (replacement - 3 months): Check figures, postings, and documents for accuracy, Record, store, access, and/or analyze computerized financial information,Run end of day process in property management software (PMS).- Cross training as a concierge (1 month and a half):Arrange events, excursions, transportation etc. upon request from guest (ability in multitasking and time-management). Show less

Front Desk Receptionist (Internship)

• Mar 2014 - Sep 2014

- Daily use of Opera, - Guest relation (lobby ambassador, advise guests about places to visit), - Handling and solving guest complaints (Mystique, mails, phone calls) - Enhance guest satisfaction with "WOW Stories", - In charge of "enrollments project" (making sure the team reach the goal, tracking and update of results), - Shift leader (assigning tasks and managing a team of 6 persons), - Administrative tasks, - Cross training in Call center (welcome the guest, transfer calls to the right department, ensure guest satisfaction with follow-up calls) , - Cross training in Housekeeping (control of room cleanliness). Show less

Assistant Housekeeping Manager (Internship)

• Jan 2013 - Mar 2013

- Managing a team by attending floor housekeeper (rooms assignment and status, checking cleanliness of the rooms), - Administrative tasks by attending executive housekeeper (taking care of emails, bills and deliveries, Powerpoint presentations, job interviews) - Laundry (taking care of staff uniforms, maids products and flowers in the hotel) - Managing a team by attending floor housekeeper (rooms assignment and status, checking cleanliness of the rooms), - Administrative tasks by attending executive housekeeper (taking care of emails, bills and deliveries, Powerpoint presentations, job interviews) - Laundry (taking care of staff uniforms, maids products and flowers in the hotel)

Front Desk Receptionist / Waitress (Internship)

• Sep 2012 - Sep 2012

Rotating internship: - Reception (Check in, check out process and administrative tasks), - Breakfast’s service (Setting buffets and serve the guest), - Bartender (Preparing drinks and serve the guest), - Housekeeping (checkin cleanliness of rooms). Rotating internship: - Reception (Check in, check out process and administrative tasks), - Breakfast’s service (Setting buffets and serve the guest), - Bartender (Preparing drinks and serve the guest), - Housekeeping (checkin cleanliness of rooms).