•Manages and leads a team of approximately fifty Hotel Cleanliness Experts in maintaining cleanliness standards and achieving department and hotel goals•Ensures all guest inquiries and concerns are prioritized and responded to in a timely manner•Recognizes the contribution of team members by celebrating individual achievements that directly impact department and hotel goals•Monitors monthly expenses and labour costs to ensure expenditures remain within budget without compromising business needs•Champions the Breakthrough Leadership Today program to communicate our hotel goal standings and encouraging the team to set weekly SMART goals•Junior Business Council member representative for Delta Vancouver Downtown Suites

•Managed the performance of guest services agents, night audit, bellpersons, and guest services and night managers to ensure the front office team followed all PGH standards of guest service•Communicated, coordinated, and collaborated with other departments to ensure the guest experience was seamless from check in to check out•Maximized revenue by yielding rates for same-day airline delays and maintaining the upsell program to generate incremental revenue•Created department schedules while following operational needs, budgets, and scheduling guidelines of the collective bargaining agreement•Forecasted expenses and adhered to budgets for the front office department•Performed hiring procedures including selecting candidates for interviews, conducting interviews, and onboarding the successful candidate•Championed the configuration team alongside two other department managers during the implementation of new PMS systems•Developed and implemented fire emergency procedures to ensure guest and employee safety

•Acted as a liaison and supported all departments within the rooms division to maintain high quality standards for guest rooms, amenities, and service•Assisted in managing a team of approximately 70 housekeeping employees and supported the team with an entrepreneurial spirit in reaching both departmental and hotel business goals•Participated in the hiring process by attending career fairs, screening resumes, and conducting telephone and in person interviews•Managed the inventory of all housekeeping supplies and prepared purchase orders to replenish supplies while remaining within budget•Assisted in forecasting expenses for the housekeeping department•Championed large projects within the hotel, including the installation of a new phone system•Supported and troubleshot issues with operational systems imperative to daily operations

•Promoted to Guest Services Manager by excelling and exceeding expectations as a Guest Services Agent and demonstrating the ability to take on more leadership responsibilities•Assisted in managing a team of approximately 30 Guest Services Agents and Bellmen to ensure employees were providing guests with excellent service•Acted as a resource for all employees and various channels in addressing guest complaints and concerns•Assisted in the recruitment and training of front office team members in various positions•Managed the inventory of all front office supplies and prepared purchase orders to replenish supplies while remaining within budget•Accountable for emergency situations and making prompt decisions based on the best interest of both guests and the hotel

•Acted as the Manager on Duty and supported the hotel in diverse guest and operational issues•Analyzed various reports and ensured accuracy in room rates and billing arrangements before the end of the business day •Created reports for the morning team to inform them of important information and prepare them for their shift•Conducted security patrols to guarantee the safety of guests and employees•Audited end of business day reports and maintained accuracy by cross-referencing data and balancing all revenue outlets•Generated accurate figure and reports that were used by the leadership team to forecast occupancy and revenue•Performed quality guest check ins and check outs in a polite, friendly, and welcoming manner•Completed daily checklists that included preparing rates and favours, assigning group blocks, and managing special requests •Answered telephone calls regarding general inquiries and transferred calls to the appropriate department•Provided excellent customer service by actively listening to guest inquiries and responding to concerns in a professional manner•Acted as a department trainer for various positions within the front office team to ensure team members were successful in their respective roles•Assisted in creating checklists and job breakdowns for guest services agent and night audit processes

•Acted as the Manager on Duty and resolved all customer complaints to retain customer loyalty•Provided excellent customer service by proactively interacting with customers and recommending products based on their needs, wants, and style•Increased sales and exceeded KPI’s by planning and executing product placement plans

•Promoted from Store Associate to Key Holder/Assistant Team Leader within eight months by taking initiative on managerial tasks and maintaining accuracy in daily cash summaries•Acted as the manager on duty and ensured daily operations were completed by the team•Responded to and resolved all customer inquiries and concerns, including damaged goods and returns, in a professional and friendly manner•Effectively trained newly promoted Key Holder's by creating a document that outlined all management tasks and processes. Received feedback from promoted employees that the document was "their go-to resource on how to perform tasks when under pressure"•Reinforced communication between employees and management by creating documents for the communication board and ensuring each employee was aware of new postings and information•Recognized by Manager for efficiency and teamwork by removing over 100 feet of seasonal display with a team of five and replacing with Valentine's display within an eight hour time frame•Reduced conflict between three employees by proactively listening and empathizing with the individuals before communicating their position requirements and implementing solutions•Strengthened organizational skills and attention to detail through completing daily inventory counts within three hours, half of the time generally taken by other employees

•Improved a grade nine student's mark in mathematics from a failing grade to 78% and science from a passing grade to 71% by creating notes and lesson plans tailored specifically to the student's learning style•Allocated appropriate time spent on each concept based on the student's understanding by creating, providing, and marking relevant worksheets