Leading a dynamic and adaptable team, as they delivered an unmatched Guest Experience, and achieved an 8 point increase in closing ratio; with effective change management and the strategic development of our growth opportunities, we achieved greater employee engagement, retention and fulfillment.As Supervisor/Manager:-Strategic planning and Team Development: Set/Sell-ebrate/Support-Setting our goals as team, celebrate/sell-ebrate our successes (revenue & guest experience) as a team, always supporting each other and our guests-Set our priority #1 goal: the WIG (Wildly Important Goal) ensured a measurable contribution directly linked to the corporate vision/goal-Sales training in the, Everything DiSC personality profiles, agents naturally flexed to each guest in a strategic but consistently personalized interaction. Closing ratio +8 points-5 Behaviours of a Cohesive Team, Culminated in a team charter, based on trust, consensus was achieved due to investment in each other. Potential new leaders were emerging and identifiedAs Team Lead: -Results driven and People focused: coaching & training by design, guided by individual personality styles and fulfillment of goals-Increased employee retention, engagement and fulfillment through: -Intentionally finding opportunities to provide & receive growth focused feedback -Prioritized new candidate compatibility & alignment to Team and Corporate Culture goals -Increased Peer to Peer training and job shadowing opportunities -Defined and standardized live chat and call review, evaluation and training processesAs Agent:-Consistently performed in top 3 for Revenue & Closing Ratio-Identified growth & development opportunity, successfully proposed creation of the Team Lead role

A piece of Alberta’s history, with its heritage themed cabins, I was responsible for the guest’s experience from confirmation to check-out at the Bluebird Motel. - Building and maintaining relationships with Superior Guest service, assisting and resolving all requests or concerns.- Reservations and room inventory, included Online inventory (booking.com)- Group and Events coordination and reservations. - Recruitment & training for both front desk and housekeeper roles. - Developed new standards and training guidelines & training material for both front and back of house.- HR duties: coaching, scheduling and payroll.- Phones & emails, cash/POS reconciliation and Folio management & Night Audit Reports.- Provided 24hour after hours & emergency on-call support to guests. - Coordination of Groundskeepers, Contractors and other service providers. - Performed room quality inspections, during stay and check-out service.

SSA October 2009- August 2010-Leveraging empowerment to achieve a business and guest positive outcome in every situation possible.-Guest focused, maintaining a jovial, but professional, demeanour while providing the very best in effective, timely support to guests .-Strong time management skills in a high volume and fast paced inbound call centre. -Critical problem solving skills and attention to detail, I can quickly evaluate logistical concerns and provide a plan.-Resourceful and positive, I am an intentional and supportive team member. Flight Attendant October 2006-October 2009- Extensive aircraft specific safety and emergency training. - First Aid, CPR, AED trained & re-certified annually - Ensured the safety and comfort of guests, while adhering to all government regulations and company policies.- Responsible for maintaining required galley inventory levels based on anticipated flight loads.