Experience

Pan Pacific Whistler

• Canada
• Hospitality
• 1 - 100 Employee

• • Feb 2022 - Present

  • Joint responsibility with the Front Office Manager (FOM) for scheduling.• Provide leadership to the Guest Experience Managers team alongside the FOM.• Attend operations and revenue meetings.• Leadership of the Front Office Team during FOM’s absence.• Supervise Guest Service Associates. Maintain and implement as necessary the SOP’s in Guest Services and undertake regular monthly audits and review to ensure standards are being met.• Resolve guest and employee complaints. Keep Front Office Manager informed of any risk or opportunity in relation to any experience or inter-action.• Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue.• Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.• Maintain a high standard of customer relations/customer service within Guest Services.• Maintain open and constant communication with other departments, on a day-to-day basis regardingchanges in the forward occupancy of the hotel and subsequent services levels required.• Facilitate communication of internal and external events to Guest Service Associates. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity.• Participates in the employee appraisal process for the Front Desk associates.• Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to the PPHR standard.• Ability to perform all duties required of a Guest Service Associate & Guest Experience Manager.• Special projects as designated by the FOM or Director Of Operations. Show less

• • Nov 2021 - Present

  • Works closely with the Director of Sales to assist in preparing group resumes, function sheets, Banquet Event Orders and rooming lists. • In conjunction with the Director, engages with clients and responds to sales enquiries; provides information on F&B offerings.• Welcomes group clients upon arrival to the hotel in the absence of the Director of Sales.• Assists the Director of Sales with clients' last-minute changes or concerns, to ensure successful functions and to exceed our clients' expectations.• Responds to guest inquiries and concerns immediately and offers all possible assistance in a professional and positive manner.• Participates in sales missions and events or sales blitzes in partnership with the Director of Sales• Acts as a Banquet Attendant if required. • Assists with function room set-up and liaises with catering to ensure the proper execution of the order.• Prepares and maintains Sales Kits and other collateral and responds to collateral and image requests; creates gift certificates as required.• Establishes and maintains appropriate filing systems on accounts identified with potential.• Attends Operations meetings and Catering meetings.• Provides daily administrative support including, but not limited to, the following: compiling trace reports, preparing welcome cards, drafting contracts and proposals, and creating group blocks in PMS.• Fields sales inquiries and distributes them to the Director of Sales.• Assists the Director with familiarization trips and site inspections. Assists clients with any catering and banquet requirements once on-site.• Ensures accuracy with sales and administrative processes; submits month-end and other reports.• Resolves guest and employee complaints; keeps the Director of Sales informed of any risk or opportunity in relation to any experience or interaction.• Any additional duties or special projects as assigned by the Director of Sales and the Director of Operations Show less

• • Nov 2020 - Nov 2021

  • Manager on Duty when scheduled at either the Mountainside or Village Centre property.• Support the Rooms Division in the maximization of room revenue and profit through ensuring application and implementation of established strategies• Ensure a consistently higher standard of customer service within the division• Supervise front desk associates within the Hotel and liaise with all other departments to ensure all guest expectations are exceeded; train associates as required• Participate in supervisory training and cross-assignments in Housekeeping, F&B, Maintenance and Night Audit as required• Maintain smooth operation of the Rooms and other according to the standards of Pan Pacific Hotels Group Show less

• • Nov 2019 - Nov 2020

  • Manager on Duty when scheduled at either the Mountainside or Village Centre property.• Support the Rooms Division in the maximization of room revenue and profit through ensuring application and implementation of established strategies• Ensure a consistently higher standard of customer service within the division• Supervise front desk associates within the Hotel and liaise with all other departments to ensure all guest expectations are exceeded; train associates as required• Participate in supervisory training and cross-assignments in Housekeeping, F&B, Maintenance and Night Audit as required• Maintain smooth operation of the Rooms and other according to the standards of Pan Pacific Hotels Group Show less

• • Sep 2019 - Nov 2019

  • Supervise Guest Service Associates. During the respective assigned shift, assign and review their work.• Perform the duties of a Guest Services Agent as required.• Maintain and ensure the check in times and quality of the welcome experience for our guests and advise senior management of changes as they may be required, to meet the minimum standards for “Welcome”.• Develop and maintain a high level of communication relating to business opportunity between Guest Services and other operational departments. Coordinate activities with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.• Resolve guest and employee complaints.• Keep the Director of Operations informed of any risk or opportunity in relation to any experience or interaction, including both hotel guests and non-guests.• Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.• Facilitate communication of internal and external events to Guest Service Agents. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity.• Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to required standard.• Ensure all Floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue. Adhere to company credit policies to ensure all revenue expected will be received.• Ensure & maintain the cleanliness and presentation of the Lobby at all times• Work with other departments to ensure safe comportment of staff and guests in emergency situations.• Ensure a safe work area.• Complete other duties as assigned by the Guest Experience Managers or Front Office Manager. Show less

• • Jul 2019 - Sep 2019

  • Provide pre-arrival services including communications, reservations and Guest Servicebookings and Information• Provide arrival experience services, including greeting, luggage and ski storage, check-in,portering, shuttle service, car valet and concierge duties.• Provide in-house services, including cashiering and foreign exchange, bell and conciergeservices.• Provide departure services including luggage pick-up and storage, check-out services andoffering assistance as needed.• Provide accurate and timely information about events and services available to guests.• Promote food and beverage and retail partners,• Provide directions to locations within and outside of the hotel• Maintain an organized system of current written information about all local events andservices offered by approved suppliers and service providers.• To assist in training new Guest Service Associates.• Maintain open and constant communication with other departments, on a day-to-day basisregarding changes in the forward occupancy of the hotel and subsequent services levelsrequired.• Resolve guest and employee complaints. Keep Front Office Manager informed of any risk oropportunity in relation to any experience or inter-action.• Maintain and ensure the “Delivery of the Promise” with regards to PPHR Loyalty programsand create the “Wow” effect in exceeding guests’ expectations.• Ensure & maintain the cleanliness and presentation of the Lobby and common areas at alltimes and in accordance with the PPHR standards.• Performing other duties as assigned by the Front Office or Duty Managers.• Put into action, “Personalized care because we genuinely care”• Practice Pan Pacific Hotel and Resort’s s Vision, Values and Guiding Principles Show less

• • Jun 2016 - Jul 2019

  • Perform the Duties of Front Desk Associate, Switchboard Operator, Concierge, Reservations.• Provide pre-arrival services including communications, reservations, and Guest Service bookings and Information.• Provide arrival and departure experience services, including greeting, luggage/ski/bike storage, check-in / check-out, portering, shuttle service, car valet and concierge duties.• Provide accurate and timely information about events and services available to guests.• Promote food and beverage and retail partners.• Provide directions to locations within and outside of the hotel. Show less



Hilton Whistler Resort & Spa

• Canada
• Hospitality
• 1 - 100 Employee

• Banquet Server

  • Dec 2016 - Jun 2018

  • Set up for events by putting out tablecloths and place settings, arranging table placement and setting up a buffet with food presentation standards and practices in mind, ensuring safe food handling performance. • Serve plated dinners to guests and respond to requests for beverages, appetizers and other needs. • Communicate with banquet supervisor as well as other servers and event organizers. • Serve alcoholic and non-alcoholic beverages. • Clean up venue after event ends and assist with inventory, food storage and other closeout tasks. Show less



Whistler Conference Centre

• Whistler

• Banquet Server

  • Oct 2016 - Jun 2018

  • Set up for events by putting out tablecloths and place settings, arranging table placement and setting up a buffet with food presentation standards and practices in mind, ensuring safe food handling performance. • Serve plated dinners to guests and respond to requests for beverages, appetizers and other needs. • Communicate with banquet supervisor as well as other servers and event organizers • Serve alcoholic and non-alcoholic beverages. • Clean up venue after event ends and assist with inventory, food storage and other closeout tasks. Show less



Nesters Market

• Canada
• Retail Groceries
• 1 - 100 Employee

• Customer Service Representative

  • Oct 2014 - Jun 2016

  • Served customers by providing information; responding to requests; resolving problems, making recommendations. • Filled and rotated produce cases and dry tables. • Ensured displays are neat and cleaned. • Unloaded product from trucks. • Dynamically sold product by providing customers with information needed to make product-related decisions. • Processed and/or wrapped produce items prior to filling cases and dry tables. • Operated pallet jack, scissor lift, baler, compactor and scrub machine. Show less



Whistler Blackcomb

• Canada
• Recreational Facilities
• 400 - 500 Employee

• Guest Service Agent

  • Oct 2015 - Apr 2016

  • Gave personalized service that promotes and sells mountain products and services that create an exceptional experience, inspiring our guests and staff to return again and again. • Handled all walk-in guest inquiries and complaints in a professional and competent manner, employing a win-win attitude. • Pro-actively promoted and sold all programs available on Whistler-Blackcomb Mountains offering guidance in the selection of programs appropriate to the needs of our guests. • Be knowledgeable and up-to-date on all ticket options, discounts and promotional programs offered by Whistler Blackcomb. Show less



The Adventure Group, Whistler

• Canada
• Recreational Facilities
• 1 - 100 Employee

• Guest Services Agent

  • May 2015 - Sep 2015

  • Greeted guests/groups promptly and enthusiastically in a pleasant, professional manner. • Checked-in guests efficiently including completing paperwork, took payments and made sure that tours departed on time. • Handled guest complaints and concerns in an efficient and timely manner. • Handled a cash float along with debit, credit and voucher transactions. • Coordinated pick-ups and tour departures, liaising between Operations and other offices (including shuttle drivers when necessary), and kept everyone informed of last minute changes, including Radio Communication. • Effectively communicated with all areas of Whistler Village, including hotels and outside Tour Operators. • Updated monthly retail inventory. Show less



Whistler Blackcomb

• Canada
• Recreational Facilities
• 400 - 500 Employee

• Ticket Sales Representative

  • Dec 2014 - Apr 2015

  • Ensured that all guests and staff accessing Whistler Blackcomb lifts were in possession of a valid ticket or pass. • Assisted guests with ticket/pass problems, general inquiries or concerns. • Required to be knowledgeable and up to date on access options, mountain events and special programs. • Provided information regarding lift status, weather conditions and location of mountain facilities and trails. • Ensured that all guests and staff accessing Whistler Blackcomb lifts were in possession of a valid ticket or pass. • Assisted guests with ticket/pass problems, general inquiries or concerns. • Required to be knowledgeable and up to date on access options, mountain events and special programs. • Provided information regarding lift status, weather conditions and location of mountain facilities and trails.



The Adventure Group, Whistler

• Canada
• Recreational Facilities
• 1 - 100 Employee

• Guest Service Agent

  • May 2014 - Sep 2014

  • Greeted guests/groups promptly and enthusiastically in a pleasant, professional manner. • Checked-in guests efficiently including completing paperwork, took payments and made sure that tours departed on time. • Handled guest complaints and concerns in an efficient and timely manner. • Handled a cash float along with debit, credit and voucher transactions. • Coordinated pick-ups and tour departures, liaising between Operations and other offices (including shuttle drivers when necessary), and kept everyone informed of last minute changes, including Radio Communication. • Effectively communicated with all areas of Whistler Village, including hotels and outside Tour Operators. • Updated monthly retail inventory. Show less



Farm Boy Inc.

• Canada
• Retail
• 700 & Above Employee

• Customer Service Team Leader

  • Apr 2013 - May 2014

  • Served customers by providing information; responding to requests; resolving problems, making recommendations. • Filled and rotated produce cases and dry tables. • Ensured displays are neat and cleaned. • Unloaded product from trucks. • Dynamically sold product by providing customers with information needed to make product-related decisions. • Processed and/or wrapped produce items prior to filling cases and dry tables. • Operated pallet jack, scissor lift, baler, compactor and scrub machine. Show less



W.E. Travel

• Ottawa. ON

• Travel Agent

  • Jan 2014 - Feb 2014

  • Identified clients’ needs and wants and gave them appropriate advice. • Promoted and marketed the business. • Selling holidays and insurance. • Met profit and sales targets. • Prepared promotional materials and displays. • Identified clients’ needs and wants and gave them appropriate advice. • Promoted and marketed the business. • Selling holidays and insurance. • Met profit and sales targets. • Prepared promotional materials and displays.



Sheraton Ottawa Hotel

• Canada
• Hospitality
• 1 - 100 Employee

• Bellman

  • Nov 2013 - Dec 2013

  • Greeted guests as they arrive and guide them appropriately. • Assisted guests with luggage when checking in/out. • Hailed taxicabs and assisted with inquiries. • Informed guests of the hotel’s procedures and policies and provide emergency information. • Assisted in cleaning up lobby and lounge. • Greeted guests as they arrive and guide them appropriately. • Assisted guests with luggage when checking in/out. • Hailed taxicabs and assisted with inquiries. • Informed guests of the hotel’s procedures and policies and provide emergency information. • Assisted in cleaning up lobby and lounge.



Club Aventure Voyages – Travel Agency

• Ottawa, ON

• Travel Agent Assistant

  • Feb 2013 - Mar 2013

  • Assisted my co-workers at booking trips • Made some researches for clients’ trips • Made phone calls to the clients, carrier • Organized clients’ files • Helped and gave advices to clients • Stamped and Organized brochures • Assisted my co-workers at booking trips • Made some researches for clients’ trips • Made phone calls to the clients, carrier • Organized clients’ files • Helped and gave advices to clients • Stamped and Organized brochures



Charles Pery & Cie – Turning Company

• Scionzier, France

• Laborer

  • Jun 2011 - Sep 2011

  • Machined metal according to the requests of medical doctors, to implant in patients. • Sterilized and packaged metal rods and shipped them to the various hospitals and medical clinics. • Machined metal according to the requests of medical doctors, to implant in patients. • Sterilized and packaged metal rods and shipped them to the various hospitals and medical clinics.



Public Works of Scionzier – City Organization

• Scionzier, France

• Laborer

  • Jul 2009 - Jul 2009

  • Cleaned the city by sweeping the streets, and emptying and replenishing the garbage facilities. • Assisted in the beautification of the city by planting flowers and others plants. • Assisted in organizing special city events by setting up chairs and tables ensuring patrons were comfortable. • Maintaining landscape design features. • Removing weeds/dead plant material and overseeing repairs as needed. • Cleaned the city by sweeping the streets, and emptying and replenishing the garbage facilities. • Assisted in the beautification of the city by planting flowers and others plants. • Assisted in organizing special city events by setting up chairs and tables ensuring patrons were comfortable. • Maintaining landscape design features. • Removing weeds/dead plant material and overseeing repairs as needed.



Clinique Vétérinaire – Veterinary Clinic

• Marnaz, France

• Veterinary Assistant

  • Dec 2007 - Dec 2007

  • Assisted veterinarians with surgical procedures of animals. • Cared for the animals by providing them with food, water and attention. • Assisted veterinarians with surgical procedures of animals. • Cared for the animals by providing them with food, water and attention.



Boulangerie Mossière & Fils – Bakery / French pastry

• Cluses, France

• Baker and Confectioner Assistant

  • Oct 2006 - Oct 2006

  • Assisted the Bakers with preparing and making bread, pastries and cakes. • Sorted and cleaned dishes and others supplies utilized for baking. • Provided frontline customer service ensuring customers' inquiries and requests were effectively responded to. • Conducted inventory of all the food required to bake the bread, pastries and cakes ensuring there was sufficient supply. • Assisted the Bakers with preparing and making bread, pastries and cakes. • Sorted and cleaned dishes and others supplies utilized for baking. • Provided frontline customer service ensuring customers' inquiries and requests were effectively responded to. • Conducted inventory of all the food required to bake the bread, pastries and cakes ensuring there was sufficient supply.