Austin Cloutier

Highly experienced manager in customer service and hotel hospitality. Able to handle high volumes of customers and customer calls along with completing tasks in a timely manner, yet flexible to multitask when necessary, while maintaining emphasis on the highest quality of customer service. Excellent listening skills, oral and written communications.

Comfortable interacting with all levels of organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal risk. Trained in hotel systems MSI, MSICloud, FOLS, Opera and OnQ.

Willing to relocate: Anywhere

Guest Services Manager - Sandman Hotel Group Division of Northland Properties - Edmonton, AB

(2024-10 - 2026-06)

• Support the General Manager in property initiatives
• Oversee cleanliness of hotel's public areas
• Daily staff attendance, training and communication
• Recruitment for front office and housekeeping divisions
• Ensure property meets brand standards
• Ensure security of facility
• Oversee housekeeping supervisors
• Oversee inventory and ordering
• Reviewing guest reviews for improvements
• Oversee front office operations

Property Manager - Northland Properties - Calgary, AB

(2020-06 - 2024-10)

• Inquires about late payments and assists in handling any eviction issues
• Interviews new prospective tenants and gives tours of property
• Processes applications, conducts credit checks and calls references
• Distributes and collects leases and ensures that all required legal documents are signed
• Addresses and promptly resolves questions, requests, and complaints from tenants
• Inspects property on a regular basis to assess condition of buildings and grounds, and to ensure that empty units are ready for new tenants
• Attends to necessary repairs and maintenance
• Assists in hiring a grounds crew and other staff necessary for the upkeep of the property
• Manages budgets and accounts
• Manages records and files of current tenants
• Responds to emergency maintenance or safety calls

Assistant General Manager - Boston Pizza - Grande Prairie, AB

(2015-03 - 2020-06)

• Calculate future needs in kitchenware and equipment and place orders, as needed
• Manage and store vendors' contracts and invoices
• Coordinate communication between front of the house and back of the house staff
• Prepare shift schedules
• Process payroll for all restaurant staff
• Supervise kitchen and wait staff and provide assistance, as needed
• Keep detailed records of daily, weekly and monthly costs and revenues
• Arrange for new employees' proper onboarding (scheduling trainings and ordering uniforms)
• Monitor compliance with safety and hygiene regulations

Front Desk Manager - Holiday Inn Express and Suites - Grande Prairie, AB

(2014-06 - 2017-02)

• Trains, cross-trains, and retrains all front office personnel
• Participates in the selection of front office personnel
• Schedules the front office staff
• Evaluates the job performance of each front office employee
• Maintains working relationships and communicates with all departments
• Verifies that accurate room status information is maintained and properly communicated
• Resolves guest problems quickly, efficiently, and courteously
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel
• Review and complete credit limit report
• Works within the allocated budget for the front office
• Checks cashiers in and out and verifies banks and deposits at the end of each shift
• Enforces all cash-handling, check-cashing, and credit policies
• Conducts regularly scheduled meetings of front office personnel
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times
• Upholds the hotel's commitment to hospitality
• Prepare performance reports related to front office
• Maximize room revenue and occupancy by reviewing status daily
• Ensure implementation of all hotel policies and house rules
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
• Prepare revenue and occupancy forecasting
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
• Maintain required pars of all front office and stationary supplies
• Review daily front office work and activity reports generated by Night Audit
• Review Front office log book and Guest feedback forms on a daily basis
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Perform other duties as requested by management

Bachelor's - Hospitality Management - North Western Polytechnic (2014-01 - 2016-01)