• Identifying key contacts and building relationships within your key accounts• Constantly achieving and exceeding quota• Prospecting by cold calls and emails• Utilizing CRM and digital tools to communicate with customers• Identifying, qualifying and acquiring new customers that fit our strategy• Introducing and selling product innovation and our private label to current customers• Identifying and selling product category gaps to current customers who purchase elsewhere• Replacing competitive products of non-preferred vendors with preferred vendor products• Upselling current customers to new or replacement products available• Introducing and implementing new services and digital tools to make it easy for our customers to find information, make it easy for them to buy and help accelerate our customer's business

• Led a Housekeeping department of 200+ colleagues including supervisors and managers• Ensured the hotel as an entity is properly maintained and clean to the highest standard• Key member of the hotel re-opening team in May 2020• Oversaw rooms renovation project worth $40M+• Created dynamic work environments to provide impeccable customer service and managing feedback• Implemented innovative ideas and driving significant change• Organized new training procedures and safety protocols• Managed monthly and yearly budgeting, forecasting and labour productivity• Liaison with Front Office and Sales leadership teams to implement growth strategies• Ensured cleanliness in 757 guestrooms and 73000 sq. ft. of function spaces are in perfect condition• Maintained impressive guest satisfactory scores that are above 90%• Introduced technologies such as robot vacuums and panic buttons to increase productivity and safety• Achieved an outstanding score of 85% in the Employee Engagement Survey in 2019• Achieved GOP of $62M for the hotel in 2019• Reviewed room completion times to reduce overtime hours by 3%• Managed departmental capital expenditure and monthly expenses which include laundry, dry-cleaning, cleaning supplies, contract services, uniforms and equipment purchases• Effectively managed all departmental administrative tasks including supplies inventories, purchasing, receiving, billing, payroll, hiring, training and performance management• Launched a luxury product consisting of 10 Signature Suite Rooms with a focus on personalized service• Implemented various Planet 21 sustainability initiatives such as removing plastic laundry bags & plastic ice bucket liners from guest rooms and replacing them with sustainable products

• Led the Housekeeping department of 125 colleagues and 24 leaders.• Responsible to clean, maintain and enhance 551 guestrooms and hotel property.• Responsible to recruit, select and develop an effective team.• Managed guest rooms renovation projects worth over 2 million dollars.• Organized deep cleaning cycles and projects related to guest rooms and public areas.• Ensured effective resource allocation including vacation planning, scheduling and productivity.• Maintained best in the industry Health & Safety practices.• Communicated effectively with maintenance regarding guest rooms and public areas.

• Daily operation of cleaning 552 rooms while managing 80-100 colleagues throughout the year. • Supervising and coaching a team of 15 departmental leaders.• In charge of running the departmental meeting, hiring, training, creating Standard Operating Procedures (SOP) and maintaining standards.• Administrating departmental labour management, payroll system & purchasing of supplies.• Scheduling and approval of vacations.• Ensuring high morale through recognition.• Clear communication with Front Office and Maintenance to upkeep the property and ensure guest satisfaction.• Organizing, implementing and tracking all projects such as deep cleaning, renovations for guest rooms.• Track and address all guest comments and concerns.• Ensuring safe work environment.• Monitor and revise departmental health & safety tools including WCB and WHMIS training program, policies and practices.

I take extreme pride working for The Fairmont brand and especially for the Chateau Lake Louise hotel. In this beautiful 552 rooms 4 star diamond hotel where average room rate/night starts at CAD 449, my duties are as follows- • Fairmont Chateau Lake Louise has 552 rooms with Average Daily Rate of around $600 during summer and Revenue per available room (REVPAR) is around $450. • Oversaw a team of 30 colleagues including supervisors, co-ordinators and agents. • Monitored and improved JDP (customer feedback) scores, LQA (Mystery shopper) scores and ONE voice (Colleague engagement survey) scores.• Achieved the highest JDP score for Front Office in the Mountain Region for 2016. • Responsible for scheduling and managing labour productivity for Front Office departments. • Achieved departmental goal for labour management in 2015. • Managed Front Office budget & procurements of supplies. • Monitored upgrade revenue, individual commission and upgrade goals.• Maintained accurate time and attendance procedures and running payroll bi-weekly. • Provided coverage for the Night Manager. • Completed night auditing duties including but not limited to credit limit reports, flash reports, credit card settlements and creating management reports.• Provided superior service to VIPs and high balanced guests by going the extra mile. • As Manager on Duty, monitored all emergency procedures and ensured training is up to date. • Provided direction for various departments during a real fire evacuation at the hotel. • Previously worked as a Rooms Co-ordinator and Front Desk Agent at the Fairmont Chateau Lake Louise. • Attained extensive knowledge about Opera Property Management System and general Front Office procedures.

• My duties included providing and ensuring smooth reception service and thereby created a good first impression for the renowned university which was established on 1966 and ranked 29th in UK in 2012.• Served visitors, academics and students about their queries and issues. • Managed daily diary for visitors, provided helpful information and assisted to run high profile events.• Liaison with maintenance and security to monitor the building. • Assisted customer service manager in any investigations and handled customer complains. • Trained and briefed new staffs, maintaining staff rota and communicating with management. • Achieved objectives laid by the management to improve customer services.

• Worked as a ‘guest service co-ordinator’ and briefly as ‘guest relations executive’ at this iconic five star luxury hotel which has 406 bedrooms including 45 suites, a theatre, 15 conference and banqueting rooms, spa and food & beverage outlets. • The aim of my job was to make the guests feel special while providing great service.• My duties included making reservations, up selling, check in & check out guests, complaints handling, checking and replying e-mails, arranging any special need of guests, file management, foreign exchange, cash handling and taking payments.• In guest relations I was responsible for taking care of VIP guests who were mostly celebrities. It was kind of butler service while ensuring all the amenities are provided as per standards to the very important guests.

• Worked as a resident assistant at LSE High Holborn Halls of residence. • Duties included managing facilities such as guest rooms, public spaces. • Ensuring smooth operation of the hotel business during the summer holidays.

I worked as a footman (butler) for the British monarchy for a year as a part of my work placement. My duties included providing highest possible form of service to Her Majesty The Queen, Royal family & their guests and other dignitary personalities around the world.

Worked in the banquets and conferences. Main duties involed setting up and serving food & beverages to the guests.