Service Manager

• Nov 2022 - Present

General Manager

• Mar 2019 - Oct 2021

Assistant General Manager

• Jan 2017 - Mar 2019

Front Desk Manager

• Jan 2016 - Jan 2017

Front Office Supervisor

• Nov 2015 - Jan 2016

Rooms Supervisor

• Dec 2013 - Oct 2015

• Detailed room inspection to ensure room product meets brand standards • Implementation of weekly commitments to max. efficiency and effectiveness • Responsible for upkeep of guest satisfaction score – arrival experience/room cleanliness • Taking ownership of complaints and providing prompt solutions • Preparing purchasing orders • Scheduling and payroll • Coaching associates and conducting performance reviews • Revising guest reception training program; training leads and supervisors • Assisting in establishing upgrade revenue goals and drafting the budget • Task Force assignment

Leadership Development Participant (Rooms and F&B)

• May 2012 - Dec 2013

Assistant Outlets Manager 05/2013 - Current • Responsible for opening and closing the Globe@YVR and Jetside Lounge • Managing up to 200 breakfast covers, 110 afternoon tea covers, and 150 dinner covers • Taking ownership of guest complaints and providing prompt solutions • Assisting in scheduling • Conducting performance reviews Housekeeping Supervisor 01/2013 – 04/2013 • Responsible for opening and closing the housekeeping department • Conducting shift briefings • Managing up to 30 colleagues • Responsible for proper staffing with last minute business pick up • Inspecting VIP rooms and public areas for cleanliness • Taking ownership of guest complaints • Assisting with inventory • Responsible for JDPower tracking by room attendant • Assisting with the upkeep of hotel wide lost and found items Guest Services Supervisor/Night Manager 06/2012 – 12/2012 • Responsible for smooth front office operation and overnight hotel operation • Managing high volume of guest inquiries and group arrivals • Taking ownership of guest complaints and providing prompt solutions • Creating group blocks for last minute airline delay business • Handling emergency situations • Coaching colleagues Fairmont Gold Supervisor: 05/2012 – 06/2012 • Responsible for opening and closing the Fairmont Gold Lounge • Responsible for guest check-in/out • Inspecting VIP rooms • Anticipating guests needs and solving any guest issues in a timely manner • Serving up to 90 covers for breakfast • Forecasting demand and ordering liquor/food • Assisting with liquor inventory