Experience

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  Fairmont Jasper Park Lodge

  • Canada
  • Hospitality
  • 200 - 300 Employee

  • Rooms Reservations Manager

    • Feb 2018 - Present

    • Leading the Reservations Department to ensure maximum room revenues are achieved from the Transient, FIT, Groups and Conferences, Tour and Wholesale Markets• Training and development of Reservations Sales Agents on hotel reservations process allowing them to be confident in room sales • Guiding the Reservations Team on ways to prepare reservations correctly in correlation with individual offers and guests requests so the hotel’s Operations Teams are set up for success• Maintaining hotel room inventory to ensure availability accuracy in all room categories which allows for highest revenue capture• Ensuring all markets rooms contracts are accurate in respects to revenues, inventory counts, concessions and policies• Providing assistance and guidance for Fairmont’s Regional Sales Team (sellers from Jasper, Banff, Lake Louise and Whistler) so they are able to provide the best information about Jasper to their clients• Providing assistance and guidance for the hotel’s Conference Services Team so their groups are set up for success with respect to rooms and accounting• Providing assistance and guidance for the hotel’s Special Events Team ensuring our attendees reservations are accurate with respect to special requests and billing• Providing assistance and guidance for the hotel’s Tour Team year round making sure contract specifics are met, rooming information is entered in a timely manner and maintaining positive relations with Tour Directors• Providing assistance and guidance to the hotel’s Sales and Public Relations Teams with respect to media visits, client business development trips and FAM trips• Providing assistance to the hotel’s Marketing Team with respect to the accuracy of hotel information on Fairmont Jasper Park Lodge’s web site• Assisting the hotel’s Engineering Team with planning of capital projects as the hotel undertakes a multi-year rooms and infrastructure refurbishment• Providing assistance to the hotel’s Executive Team when required

  • Royal Service Manager

    • May 2020 - Mar 2023

    • Overseeing the operations of the hotel’s main phone line for external phone calls along with internal guest and colleague phone calls• Leading the hotel’s emergency response procedures ensuring the team is up to date on fire response instances• Looking after the property’s phone, cable and WIFI systems• Scheduling and payroll for up to 13 colleagues• Training and supporting up to 13 colleagues and Supervisor

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  Fairmont Jasper Park Lodge

  • Canada
  • Hospitality
  • 200 - 300 Employee

  • Assistant Front Office Manager

    • May 2017 - Feb 2018

    • Hotel Manager on Duty for morning and evening shifts• Leading and training of Guest Services Agents on the Front Desk and Royal Service with focus on agents understanding of Fairmont’s 4 pillars when assisting guests• Ensuring maximization of revenue to the hotel through upgrades and answering reservation inquiries• Providing administrative assistance to departments such as Accounts Receivable and Reservations when required• Representing the Fairmont brand to the best of abilities when required for guest recovery or inquires• Having knowledge of the hotel’s emergency systems and action plan• Being a point of contact for Managers and Colleagues of all departments when assistance is needed• Attending and contributing to hotel’s daily operations meeting• Assisting in rooms blocking to ensure hotel inventory is balanced with focus on this being completed for one week ahead of current day

  • Guest Services Agent/Relief Night Audit Supervisor

    • Oct 2016 - May 2017

    • Providing quality assistance to guest at the hotel Front Desk ensuring that all aspects of their stay are memorable and accurate to their reservations• Assisting with the coordination and preparation of hotel special events • Acting as overnight hotel Supervisor, ensuring set up for the next day is completed with all departments while preparing the hotel’s previous days Accounting work

  • Tour Supervisor

    • Jul 2016 - Oct 2016

    • Leading a team of Tour Agents in entering tour rooming lists, answering tour related emails plus phone calls to assist in executing the smooth arrival and stay of multiple tours per day throughout the summer of 2016• Liaising with Tour Directors before and during their stay along with tour guests during their stay to ensure their experiences are memorable• Communicating with and establishing positive relationships with all departments of Fairmont Jasper Park Lodge so tour related requirements are met in cohesion with the overall operations of the hotel

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  The Fairmont Jasper Park Lodge

  • Canada
  • Hospitality
  • 200 - 300 Employee

  • Senior Reservations Agent - Groups and Conference Coordinator

    • Jul 2015 - Jul 2016

    • Ensuring reservations and rooming lists for groups and conferences are accurate and detailed as per their respective contracts• Preparation of weekly Group Block Report and conducting a weekly meeting with Conference Service Managers with the focus of making sure groups are within their contract parameters• Providing support and assistance for Fairmont Jasper Park Lodge to the Conference Services, Sales, Executive and Front Office teams from all Fairmont Mountain properties

  • Reservations Agent

    • Feb 2014 - Jul 2015

    • Processed reservation requests in the Central Reservations System over the phone, in person and via email while trying to maximize revenue for the hotel• Reviewed reservations in Property Manager to confirm details are accurate for all departments• Provided detailed information of the hotel and the Jasper area in effort to ensure guests received their ideal experience

  • Royal Service Agent

    • Jul 2013 - Feb 2014

    • Maintained the hotel switchboard at all times of the day taking calls from outside the hotel along with those from guests in the hotel• Ensured requests were entered in Royal Service Manager and Property Manager with proper follow up upon completion• Understood the hotel’s Emergency Systems and Action Plans

• 

  BCIT

  • Burnaby

  • Student

    • Sep 2011 - Jun 2013
    • Burnaby

    Graduation with a diploma in Marketing Management - Tourism Management. BCIT focuses on giving students hands on experiences with all of their courses so we are fully prepared for all opportunities presented in industry. BCIT has immensly talented and experienced instructors who lend their expertise and advice on a constant basis to ensure that each student is ready for the future.

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  Rocky Mountaineer

  • Rocky Mountaineer Head Office, Vancouver B.C.

  • Group Sales Intern

    • Mar 2013 - May 2013
    • Rocky Mountaineer Head Office, Vancouver B.C.

    Over 250 sales calls with the objective of gaining group travel business of travel agencies from countries such as Canada, the United States, Great Britain, Australia and India.Preparing a survey that is designed to measure the performance of the Group Sales Specialists throughout the entire sales cycle.

• 

  Tourism Vancouver

  • Vancouver

  • Business Consultant

    • Jan 2013 - May 2013
    • Vancouver

    Analysis of various Destination Marketing Organization (DMO) organizational models that culminated with a presentation and research report given to Tourism Vancouver executives. Preparation and analysis of a survey regarding four different types of organizational models that was distributed to DMOs and tourism professionals from all over the world.

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  Servisair YVR

  • Aircraft Operations Lead Hand

    • Oct 1998 - Aug 2011

    Supervising the ground support teams for over 30 different airlines. Experience on many types of passenger and cargo aircraft.

  • Training Senior Lead

    • Oct 1998 - Aug 2011

    Trained new employees in all procedures and equipment involved in becoming ramp attendantsEncouraged new employees in achieving success while learning their responsibilitiesEvaluated new employees and reported progress to the Training ManagerSenior Lead Hand Provided assistance to the ramp supervisors and lead hands Assisted supervisors and customers with out of scope job requirementsDaily schedule planning for up to and more than 100 unionized employees a dayLead Hand Oversaw the arrival, unloading, loading and departure of aircraftProvided assistance to airline representatives when neededEnsured that personnel and equipment are used properly to maximize productivity and safety

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  Servisair North America

  • Ramp Attendant

    • Oct 1998 - Aug 2011

    Loading and unloading of baggage and cargo from a wide variety of passenger and cargo aircraftOperate safely and efficiently the types of equipment and vehicles needed to perform these tasks Yearly training of dangerous goods and first aid procedures

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  Versacold Group, Cliveden Center

  • Customer Service Representative

    • Nov 1996 - Jan 1997

    Data entry of orders for Costco and their customers

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  Rogers Video

  • Customer Service Representative

    • Aug 1994 - Jun 1996

    Served Cable & Video customersWeekly inventory and revenue preparationCollections Agent (Head Office)Data entry, filing, communications with video stores across Canada

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  Rogers Cable & Video

  • Store Supervisor

    • Aug 1994 - Jun 1996

    Opening & closing store, daily store and individual cash outs Interviewing and hiring of staffReceiving and processing products and store merchandising