Kiersten Saunders Email & Phone Number

Oakville, ON, CA

Burlington, Ontario, Canada

• Completed ~5-10 prescreen interviews per week and managed TWD’s Application Tracking System
• Prepared and updated HR documents including ~100 full-time personnel records, ~150 contract employee renewals and ~100 vacation records
• Created a new onboarding process for HR through collaboration with the HR department and stakeholders
• Created ~5-7 internal job postings as needed per month for urgent requirements
• Organized action list on urgent 2-month project with key client receiving exceptional feedback from internal and external stakeholders
• Coordinated with multiple vendors and contractors for two buildings including security, electricians, landscapers, plumbers

Fort Mcmurray, Alberta

• Promoted to Manager of Guest Experience after 9 months to Sawridge’s new hotel property
• Managed front desk team of 15 direct reports at 151-room hotel while reporting to the General Manager (GM)
• Responsible for scheduling, performance reviews, onboarding (30/60/90-day reviews), monthly departmental meetings, weekly manager meetings, payroll and budgeting
• Improved TripAdvisor scores to reach #1 hotel for service in Alberta from November 2016 to date
• Championed the “WOW” program at the front desk which encouraged staff to go above & beyond with guests every shift – instrumental in achieving #1 on TripAdvisor for service
• Provided coverage as needed across all front desk positions including AM/PM/Night Audit and MOD

Fort Mcmurray, Alberta

• Managed team of 7-10 direct reports at a ~200 room hotel while reporting to the Assistant General Manager (AGM)
• Recognized for excellent performance by the GM as dayshift Manager on Duty (MOD) during 100% capacity, 24-day period following Fort McMurray wildfire recovery
• Maintained correct procedures for accounting, credit control, handling of financial transactions including the security of cash transactions, guest security and hotel emergency procedures
• Assisted human resources with recruiting and staffing front office department using the Sawridge hiring standards including behavioral questioning, reference checks, evaluations and team interviews
• Member of the Marketing Committee, Health and Safety Committee and Social Committee

Banff, Alberta

• Promoted to Rooms Division Supervisor after 4 months
• Supervised 2 guest service agents and 3 concierge staff during AM/PM shifts, and 1 night auditor
• Managed 211-room inventory including room assignments, group blocks and room upselling
• Recognized during the summer season for the highest number of guest room upsells
• Achieved proficiency in reservations, laundry, housekeeping and housekeeping supervisor role
• Trained guest service agents and liaised between all other hotel departments

Banff, Alberta

• Prioritized guest satisfaction while checking-in up to 180 guests per shift by collaborating with concierge
• Recognized specifically for excellent service on TripAdvisor at least once per month
• Ensured compliance to all key control policies and managed safety deposit boxes for guests
• Assigned guest rooms, and received & balanced cash transactions

Alliston, Ontario

• Trained all new employees to service the front desk across all shifts (AM/PM/Night Audit)
• Managed the recreation center within the hotel which was open to hotel guests and the public
• Assisted the front office manager with creating promotions and incentives for new and existing members
• Updated health forms and conducted 20-50 weekly cold calls for expired members