Experience

WAXON Laser + Waxbar

• Canada
• Consumer Services
• 1 - 100 Employee

• Store Manager

  • Jun 2017 - Present

• Client Care Specialist

  • Jun 2017 - Present

  Administrative duties, appointment bookings, handling phone calls, handling money & organizing Booker software



Oakes Hotel

• Niagara Falls, Ontario

• Guest Service Manager

  • Feb 2017 - Apr 2017

  Ensure and provide flawless, upscale, professional and high class guest service experiences Analyze customer feedback and provide strategic direction to continuously improve overall rating Expect and react promptly to guests’ requirements and inquires Actively listen and resolve guests’ complaints Oversee and coordinate all arrivals and departures of special guests (VIPs) Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery Promote all amenities, tourist packages and programs offered Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to Appraise team’s performance and produce reports Examine activities logbook, assign tasks appropriately and implement control schedule daily Show less



Lord Nelson Hotel & Suites

• Guest Service Manager

  • Oct 2014 - Jan 2017

  Service-oriented● Managed the Front Office consisting of 28 employees ( Guest Budgeting and costService Agents, Bell persons, Doorman, Night Audit)control● Completed Pay roll in ADP Management System/ Utilized Visual Luxury guest servicesOne System and highly knowledgeable with this systemStaff training● Conducted Interviews for new talent in the Front OfficeInventory management● Held Meetings for Front Office and Bell Team to enhance systemsproductivity and service levelsCreative problem solver● Managed aeroplan and New member loyalty program or all repeatTrusted key holderguestsQuick learner● Responsible in complaint handling and ensuring Guest Recovery Strong client relationsadhered company policy and standardsManagement information● Training new staff with high levels of professionalism and companysystemspolicies. Conducting orientation and Nelson Touch for brand newTeam buildingemployeesOrganizational skills● Conducted Front Office Schedule; keeping in line with monthlyClear oral/writtenbudgetscommunication● Utilized feedback directly from past guests for on going coaching and progressive discipline to employees; termination● Solved guest billing inquires and troubleshooted system productfailures● Maintained up-to-date knowledge of product and service changes.● Strong experience leading and managing a team and developing AWARDSothers growth and development Show less

• Guest Service Supervisor

  • Jan 2013 - Oct 2014

  Responsible for supervising a team off 6 members on a shift. Tians Certificate- 2013 -Manager on Duty responsibility for whole hotel after 5PM Reservation Agent● Completed necessary on going coaching for employees leading into motivational leadership and production ● Checking off on end of shift audits● Enhanced up selling program to enhance productivity from allGuest Service Agents● Trained new employees on each shift for Guest Service Agents● Conducted security walks to check secured areas● Responsible for generating a Manger on Duty report after eachshift to all Department Heads● Responded to guest complaints and ensured guest recovery as at standard and company expectations● Maintained up-to-date knowledge of product and service changes.● Provided outstanding customer experience to generate a loyal and repeat clientele Show less

• Tour Coordinator

  • Apr 2012 - Jan 2013

  ● for Tour Group Arrivals ( Key Packets, Welcome packages of hotel information); up to 4 tour groups a day ● Pre assigned room arrivals for Tours arriving each day● Co Ordinate with Bellman of luggage pulls for arrivals of groups and departures; responsible of paying gratuities for each bellmanperforming related duties● Worked closely with Housekeeping and Front Desk to ensure aseamless check in and check out● Conducted a schedule for all tour group arrivals each month forFront Desk Review and preparation● Conduced 30/60/90 Day calls for deposit and remaining payment and direct invoicing ● Worked over time, holidays and weekends● Imputed rooming lists and updated any last minute changes● Utilized Visual One Management System● Handled any immediate guest complaints relating to any tour groups. Show less

• Guest Service Agent

  • Aug 2011 - Apr 2012

  Greeted, registered and assigned rooms to each guest● Completed Switchboard responsibilities and duties; completedguest requests through 2 way radio, documenting guest requests and● Answered department telephone calls within 3 rings, using correctsalutations and telephone etiquette● Made and confirmed reservations through Visual One● Posted charges to guest folios/ Completed folio balances to ensurecredit was taken for each guest● Completed assigned checklists for Guest Service Agent● Verified customers' credit and established how the customer wouldpay for the accommodation● Computed bills, collected payments and made change for guests● Recommended top dining and entertainment options for guests in the Halifax area MEMBERSHIP COORDINATOR: Goodlife FitnessLowerSackville, Nova Scotia CanadaJun 2010 - Aug 2011 1 year 2 months● Membership recruiting, maintain membership records, organizematerials and communications.● Participates in new member recruitment and retention strategies.● Drawing up contracts and maintenance for all membership and program services.● Promotion of member tools and resources to increase utilization and enhance the value proposition of membership.● Generate and analyze membership and program reports for Goodlife and leadership goals.● Contribute to membership programming and membership goal setting. Show less