Experience

PARC Retirement Living
• Canada
• Hospitality
• 1 - 100 Employee
• Resident Services Manager

  • Jul 2023 - Present


Fairmont Pacific Rim

• Canada
• Hospitality
• 100 - 200 Employee

• Assistant Front Office Manager

  • Apr 2023 - Present

  ● Tracked and addressed customer issues throughout their entire journey, from pre-arrival to departure, with a focus on providing timely and effective solutions tailored to their needs.● Steered and managed a highly qualified team of 40 individuals, ensuring smooth day-to-day operations and maintaining high levels of productivity and motivation.● Attained high level of customer satisfaction by effectively resolving guest complaints and providing optimal solutions.● Created and executed various robust structured training plans to foster the growth of teams, enhancing their operational knowledge and skills and ensuring the hotel maintains its Forbes 5* level. Show less

• Front Desk Supervisor

  • Nov 2022 - Apr 2023

  ● Supervised, trained, and managed performance of front desk agents.● Ensured each guest is provided with the best possible experience, utilized tools and techniques provided by the Guest Service Manager.● Fielded guests’ complaints and inquiries while developed and negotiated the most effective solutions.● Assisted the FOM AND AFOM in verifying and confirming all incoming OTA and third- party reservations for accuracy, rate, payment structures and deposits as required.

• Housekeeping Manager (Inspire Leadership by Accor)

  • Mar 2022 - Nov 2022

  Supervised day-to-day activities of departmental personnel, including top-notch 112 employees to drive company performance. Provided exceptional managerial services to oversee all processes related to staff scheduling, payroll, and training programs. Provided daily and weekly reports to the Director of Housekeeping and operational team. Tracked and resolved various complex issues in a timely manner to maximize customer satisfaction levels.● Achieved and maintained high standards for 5* Forbes rating, persistently ensuring departmental scores ranked highest in hotel.● Developed and executed various robust SOPs and Job Task lists for guest attendants and office coordinators to enhance operational efficiency.● Orchestrated project to outfit 49 suites with upscale amenities and new furniture during summer of 2022.● Incorporated personalized amenities and bedding/bath products for all guests, a first for Vancouver.● Spearheaded removal of non-essential single-use plastics from guest experience, including public areas, guest rooms, culinary outlets, and spas. Show less



Fairmont Empress

• Canada
• Hospitality
• 100 - 200 Employee

• Front Office Supervisor

  • Mar 2021 - Apr 2022

  Adhering to the Fairmont values and concept to deliver an “Elegant, unique and limitless experience” for all guests. • Providing comprehensive support to the Assistant Front Desk Manager regarding overall front desk operations, ensuring adherence to service standards, and preparing reports for operation leaders’ meetings. Followed up on guest complaints in a prompt and professional manner to ensure the highest level of satisfaction. ● Ensured all guests experience the Fairmont values of providing an “Elegant, unique, and limitless experience". Show less


Brentwood Bay Resort
• Canada
• Hospitality
• 1 - 100 Employee
• Reservations Agent

  • Feb 2021 - Aug 2021

Capilano Suspension Bridge Park - Capilano Group
• Canada
• Travel Arrangements
• 1 - 100 Employee
• Guest Service Agent

  • Nov 2020 - Feb 2021


Manigasht

• United States

• Tour Manager

  • Dec 2017 - Mar 2020

  Supervised division to ensure timely and efficient delivery of customer trip inclusions. Guided team members with leadership, mentorship, and direction. Monitored daily performance, addressed staff concerns, and maintained team satisfaction. Planned and facilitated team development activities oriented towards improving skills, managing time, managing conflicts, personal growth, and strengthening team cohesiveness. ● Developed a cohesive approach to growing our organization through establishing and fostering relationships with key stakeholders. ● Utilized connections with the community to identify and engage potential suppliers to amplify our operations. ● Established contractual agreements with partners and suppliers, and represent the company at various co-working spaces, community events, and industry gatherings. ● Promoted a high performance culture and the pursuit of continuous improvement with a focus on outstanding customer service Show less

• Sales Specialist

  • Feb 2013 - May 2015

• Sales Assistant

  • May 2012 - Jan 2013

• Internship Trainee

  • Sep 2011 - Apr 2012