Experience

Homewood Suites by Hilton Toronto Airport Corporate Centre

• Canada
• Hospitality
• 1 - 100 Employee

• Sales Manager

  • Apr 2022 - Present

  • Negotiate room rates/packages with corporate clients• Create a pricing strategy for meeting rooms, catering menus & audio visual equipment rental fees• Overlook the success of the meeting and events operations• Develop top-line Budget, Sales and Marketing Plan with General Managers and Regional Director ofSales, and implement these strategies• Knowledgeable about all market segments and sources of business, with a direct focus on selling and booking quality extended stay and corporate transient room nights• Respond to all Requests for Proposals in a professional and timely manner.• Keen understanding of local market dynamics, economic trends, and supply and demand• Maintain electronic sales database (Delphi.fdc)• Produce accurate and timely reports that meet the needs of the Director of Sales and senior management including the reporting of appointments, calls made, and business leads• Prepare company contracts for the hotel in accordance with current business and pricing conditions• Managing all areas of sales in accordance with Hilton Brand reports and the ability to interpret revenue management and other sales-related reports.• Cooperate with other departments in the hotel to create an exceptional Guest experience and buildstrong, comprehensive sales programs• Conduct site visits for potential customers & business partners



The Ian Martin Group

• Canada
• Staffing and Recruiting
• 200 - 300 Employee

• Customer Service - Covid-19 Vaccine Scheduling Support

  • Dec 2021 - Mar 2022

  • Work remotely with technology provided by the client• Adjust well to a fast-changing environment, with frequently updated information and procedures• Listen carefully and understand customer requests and inquiries, in a high-volume call centre• Find the suitable answer to a large range of questions in a time sensitive manner• Schedule appointments when necessary• Verify pertinent personal information through a large database• Follow all designated scripts and comply with policies and procedures regarding confidentiality anddata security for the handling of sensitive information• Leverage a knowledge base and informational materials to offer guidance to callers and provide themwith accurate information• Escalate concerns/questions as needed• Represent our organization professionally to callers• Handle irate callers in a calm and professional matter by following the procedures set in place• Attend regular training and meetings via Teams• Any additional tasks as assigned from time to time



Cambridge Suites Toronto

• Hospitality
• 1 - 100 Employee

• Sales Manager

  • Mar 2020 - Mar 2020

  • Asses and respond to group inquiries, through proposal preparation and contract builds as received through website RFP feeds, internal or external leads, direct calls, or corporate account management.• Prospect for new business opportunities as guided by the Director of Sales & Marketing. • Maintain prompt and solid communication with our customers, sales department, and the hotel's team.• Prepare sales-related documents throughout the sales process (proposals, contracts).• Conduct site inspections for new or repeat business.• Prepare a monthly report on activity and successes.• To represent the hotel at all times in a professional, ethical and responsible manner.• To contribute in a positive manner to the team atmosphere of the hotel.• To be supportive of all departments in compliance with the directives set forth by the Executive Team.• Other duties as required or requested by the Director of Sales & Marketing.

• Administrative Sales Specialist

  • Jan 2020 - Mar 2020

  • Review group inquiries as sent to the sales email address from our website's contact link. Prepares overview and opportunity for discussion with the Corporate Sales Manager or Director of Sales.• Perform general office duties to support Sales & Marketing (filing, sending emails, typing, faxing, copying).• Prepares administrative records and month end reports for Sales and Catering departments.• Prepare sales-related documents throughout the sales process (proposals, contracts, or banquet event orders).• Assist Catering Sales Manager and Catering Coordinator with sites and awareness tours.• Maintain group communication within the property management system.• Manages rooming lists, deposits, credit card vault and communication with clients, prior to arrival and post stay.• Manages communication at weekly groups meeting with hotel department heads and/or departmental representatives.• Ensures al related information about a group is managed in an effective and professional manner.• Assist Corporate Sales Manager and Catering Sales Manager/Catering Coordinator with prospecting or lead generation, as requested.• Works with Accounts Receivable to establish new corporate CL accounts.• Manages group inquires, proposals and contracts in the absence of the DOS & M, Corporate Sales Manager, and Catering Sales Manager/Catering Coordinator. • Manages GDS rate loading, and supplier communication, as well as provide internal information update.• Corporate account productivity reporting with client.• Distribution of annual rate letters to clients, as written by Corporate Sales Manager. Updating the file cards, updating the sales calls per account in the PMS.• Update annual spreadsheet for mandated corporate accounts and non -mandated rate-letter accounts.• Maintain the forecast vs sold out date spreadsheet on a weekly basis, and complete other research tools as they arise throughout the year.

• Sales Support Representative

  • Nov 2018 - Jan 2020

  • Responsible for office administrative duties including organizing purchase orders, ordering supplies, report generation as needed.• Perform general office duties to support Sales & Marketing (filing, sending emails, typing, faxing, copying).• Qualify and respond to general inquiries from both established and prospective customers.• Prepare sales-related documents throughout the sales process (proposals, contracts, or banquet event orders).• Gather materials and assemble information packages (e.g., brochures, promotional materials).• Communicate and discuss all RFP leads with Director of Sales.• Assist with creating and booking group room blocks.• Daily maintenance of group blocks including adjustments for space requests and releases as required.• Prepare and disseminate all monthly, quarterly and annual reports and attend all sales meetings.• In the absence of sales manager, continuously check and address all incoming emails to create a flawless workflow to our clients.• In the absence of the sales managers, serve as a contact for clients and provide effective problem solving for ongoing customer satisfaction and revenue growth.• Assist in market research, identify and communicate new business leads.• Assist in prospecting initiatives and sales calls.



The St. Regis Toronto

• Canada
• Hospitality
• 1 - 100 Employee

• Guest Services & VIP Specialist

  • Jun 2018 - Sep 2018

  • In charge of coordinating all guest request by communicating effectively with multiple departments.• Work alongside the sales and catering team by tending to requests for special events and group arrivals.• Organize and coordinate check-in/pre-registration procedures for arriving groups and VIPs.• Review/Track/Accommodate requests for rooms when possible.• Be the first point of contact with guest through pre-arrival emails.• Coordinate and execute room decorations, amenities and surprises for guests.• Be the main point of communication between departments.• Run daily reports and file guest paperwork or documentation.• Review out-of-order rooms, block rooms and follow up with housekeeping regarding status updates.• Conduct room VIP inspections.



One King West Hotel & Residence

• Canada
• Hospitality
• 1 - 100 Employee

• Guest Service Agent

  • Jun 2017 - Jun 2018

  • Ensure an efficient reception experience for the guests, including check-in/out, and complete audit procedures as required. • Achieve positive outcomes from guest queries in a timely and efficient manner while demonstrating a high level of customer service. • Ensure that the MOD is kept fully aware of any relevant feedback from guests and other departments. • Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties. • Maximize room occupancy and use up-selling techniques to promote hotel services and facilities. • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy. • Comply with hotel security, fire regulations and all health and safety legislation. • Follow company brand standards.



G Adventures

• Canada
• Travel Arrangements
• 700 & Above Employee

• Inside Sales GCO

  • Oct 2015 - Jun 2017

  •Engage our clients through relationship building •Discover and sell the best adventure for our clients based on their needs in a timely, efficient & correct manner. •Handle incoming phone calls, online bookings and emails from travel agents and direct customers •Work with direct customers in person •Book tours, international airfare and insurance •Maintain superior product knowledge by attending training sessions in office or online •Ensure documentation is correctly distributed including invoices, initial & final documents & taking payment for all reservations/bookings •Participate in local festivals, consumer events and trade shows as required



Thistle Hotels

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Reception Team Leader

  • Aug 2013 - Jun 2015

  • Lead the Teams through their duties to ensure the smooth operations of the department.• Ensure that a high quality of work is delivered by the team.• Contribute to the overall guest satisfaction by dealing with guests feedback, requests and complaints.• Ensuring hotel security procedures are followed effectively through all guest interaction points including checking guest in & out.• Ensure that the team is motivated and adhering to the policies and procedures of the hotel.• Assisting the Manager with the training and development of the team.• In charge of creating new and innovative ways to engage with customers.• Control and manage all credit accounts, sales ledger management and payment administration.• Provide reports, as required, for hotel management.• Maintain effective communication at all times among the team, hotel managers and night managers.• Create, modify and cancel reservations for guest over the phone and by email.• Managing of deposits on advance reservations.• Determines room rates based on the selling tactics of the hotel and other hotel rates.• Configuring rates on the hotel’s property management system.• Check availability for function and meeting rooms and quote rates & packages accordingly.• Responsible for managing all cash and credit card transactions and reporting it at the end of the shift.



Trump International Hotel & Tower Toronto®

• Canada
• Hospitality
• 1 - 100 Employee

• IRD Server

  • Nov 2012 - Apr 2013

  • Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability.• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.• Serve food courses and alcoholic beverages to guest.• Answer questions on menu selections.• Check in with guests to ensure satisfaction with each food course and/or beverages.• Maintain cleanliness of work areas, china, glass, etc., throughout the day.• Present physical and accurate check to guest and process payment.



Four Seasons Hotel Toronto

• Hostess

  • Jun 2011 - Mar 2012

  • Maintain full customer satisfaction by applying the company's core standards effectively.• Acknowledge guests upon arrival to the restaurant.• Assist guests with a suitable table for their dinning needs.• Offer guests additional items that can make their experience more enjoyable such as newspaper, reading glasses, etc.• Maintain a balanced and effective flow in the restaurant for both guests and servers.• Thank guests upon departure and inquire about their dining. • Maintain full customer satisfaction by applying the company's core standards effectively.• Acknowledge guests upon arrival to the restaurant.• Assist guests with a suitable table for their dinning needs.• Offer guests additional items that can make their experience more enjoyable such as newspaper, reading glasses, etc.• Maintain a balanced and effective flow in the restaurant for both guests and servers.• Thank guests upon departure and inquire about their dining.



The National Golf Club of Canada

• Canada
• Hospitality
• 1 - 100 Employee

• Server

  • Sep 2009 - Dec 2011

  • Responsible for setting up events for large groups.• Communicate effectively with co-workers to coordinate service.• Able to serve under a specific time limit. • Attend to all guests requests promptly. • Look after many tables and food counter arrangements as per specifications. • Responsible for serving large groups of costumers. • Responsible for setting up events for large groups.• Communicate effectively with co-workers to coordinate service.• Able to serve under a specific time limit. • Attend to all guests requests promptly. • Look after many tables and food counter arrangements as per specifications. • Responsible for serving large groups of costumers.



Holiday Inn Toronto Airport East

• Canada
• Hospitality
• 1 - 100 Employee

• Guest Service Agent

  • Dec 2008 - Aug 2011

  • Greeted guests in a warm and friendly manner through personalized service.• Registered guests into the hotel by coordinating with co-workers and other departments to ensure guest's satisfaction.• Assisted guests with in-room requests, and provide information about amenities, services, and local attractions.• Processed different types of payment transactions according to company standards.• Created, modified, and cancelled room reservations. • Completed reports such as housekeeping discrepancies, VIP arrivals and other daily reports.



Thomas Cook Canada

• Customer Service Coordinator

  • Mar 2009 - May 2009

  • Completed callbacks to travel agents regarding changes to bookings.• Recorded changes to files through TTS system.• Received and filed the reports of customer problems at destination.• Assisted in processing claims for the various companies’ brands. • Registered claims into Oracle System. • Completed callbacks to travel agents regarding changes to bookings.• Recorded changes to files through TTS system.• Received and filed the reports of customer problems at destination.• Assisted in processing claims for the various companies’ brands. • Registered claims into Oracle System.



Woodbine Entertainment

• Entertainment Providers
• 500 - 600 Employee

• Server

  • Jun 2008 - Nov 2008