Shirley Lam Email & Phone Number

North York, Ontario, Canada

o Assisted in restructuring operational model of the Lodge o Reorganized filing system created by previous administration and resulted in faster and easier access of information o Operated internal roomMaster Program to effectively process new reservations and manage changes and cancellations by phone, email, in-person, and faxo Managed phone, email, and in-person inquiries; responding to requests, providing information and tours; mediating if issues or conflicts ariseo Managed all accounts receivable, including set-up and invoicing for third party payee caseso Assumed responsibility for maintaining inventory and purchasing office supplieso Prepared, handled, and processed personal health information and other sensitive data o Created brochures and handouts to provide guests and all staff with accurate and up-to-date informationo Created “Guest Exit” survey and spreadsheet to collect data to provide senior management with monthly snapshots of guest satisfactiono Created PowerPoint presentations with statistics collected over each period for manager to present to Senior Management teamo Set and distributed bi-weekly schedules for all Lodge staff following two different Union and non-Union guidelineso Processed bi-weekly payroll for all Lodge staff, ensuring each employee’s pay is accurate and completeo Improved communication amongst staff by helping to establish monthly staff meetings and implementing “Staff Council” whereby concerns and ideas from frontline staff can be brought forward and addressed

Toronto

o Supervised Reservations and Switchboard staff in day-to-day operations, ensuring that hotel and departmental policies are being followed o Reviewed all reservations made the previous day to ensure accuracy and follow up with each agent to correct continuous erroro Created electronic database of corporate and group contracts which resulted in shorter reservation call times and higher customer service levelso Evaluated agent’s calls to make sure that a high level of customer service is being provided to all guests and individually coach each agent where neededo Processed weekly pay roll for the department, ensuring each employee’s pay is accurate and completeo Co-developer of hotel’s Environmental committee; initiate environmentally-friendly practices which reduce supply cost and improve the hotel’s environmental ratingo Active participant in Leadership Management trainings; evaluate hotel procedures and developing new ones to keep hotel current with competitorso Created and analyzed monthly reports to accurately determine each Owner’s percentage of hotel revenueo Prepared paper work and provide information to new Owners into the hotel programo Conducted inspections on Owner suites to ensure they are adhering to hotel policies

Toronto

o Managed general phone and email inquiries; responding to requests and transferring incoming calls to appropriate departments and guest rooms o Operated internal SMS Host Program to effectively process new reservations and manage changes and cancellations by phone, fax or emailo Collaborated with department team to manage guest relations; liaise with Sales and Catering Departments on booking group reservations and payment tracking for corporate events and weddingso Coordinated with the internal departments such as Front Desk, Room Service, Kitchen, Bell, Maintenance, and Housekeeping to provide exceptional customer service and to meet the expectations and special requests of hotel guestso Supervised and train new team members, ensuring they execute their role with the highest level of professionalism, enthusiasm, and knowledge of company regulations and procedureso Assisted Team Manager in decision making initiatives during staff shortage and time-sensitive situations to maintain smooth operations