Karandeep Kaur

15 years of experience providing quality customer service in the hospitality industry. Exceptional interpersonal and judgment skills to deal effectively with guests and co-workers. Skilled in budget management, forecasting, revenue management, learning and development of teams and menu innovation.

Dedicated team worker with strong supervisory skills including time management, organizational and work delegation skills, and ability to motivate and influence employees. Handled complex inquiries independently, utilized strong listening and problem-solving skills and worked well under stressful conditions, while maintaining flexibility and positive attitude. Strong written and verbal communication skills with fluency in English, Punjabi, and Hindi.

Over 10 years of experience in the Food & Beverage department, specializing in handling special guest requests and ensuring all dietary restrictions are met with care and precision.

ASSISTANT DIRECTOR, FAIRMONT GOLD - Fairmont Empress - Victoria

(2024-04)

• Supported senior leadership with schedule coordination, meeting preparation, communications, and daily operational priorities in a fast-paced, high-touch environment.
• Managed highly confidential guest, employee, and operational information, exercising discretion and sound judgment in all interactions.
• Served as the primary point of contact between leadership, internal departments, and external vendors, ensuring clear, timely, and professional communication.
• Oversaw department operations and team leadership for 25+ colleagues, including scheduling, performance management, onboarding, and HR coordination.
• Managed budgets, invoices, vendor agreements, and cost-control initiatives, maintaining financial targets while upholding premium service standards.
• Led process improvements, KPI tracking, and audit readiness, consistently maintaining EHC scores above 89% and driving operational excellence.
• Owned the Voice of the Guest (VOG) program, monitoring and managing Google Reviews and TripAdvisor, partnering closely with the General Manager and Hotel Manager to consistently achieve guest satisfaction goals.
• Proactively followed up with guests regarding feedback and reviews, resolving concerns and identifying improvement opportunities to enhance overall guest experience.

FAIRMONT IN ROOM DINING MANAGER - Fairmont Palliser - Calgary

(2023-04)

As the Head of the Department, oversaw the strategic development, fostering a solid team and warm engaging work culture within the department; creating the tools and processes necessary for my staff to conduct daily tasks efficiently, including but not limited to overseeing scheduling to meet forecast needs, generating SOP's for staff to refer and adhere to departmental policies.

• Provided the tools and necessary equipment for the team to work seamlessly and effectively, simultaneously elevating the guest experience with new items such as Champagne Buckets, new Coffee Machine, acquiring new uniforms within the first 6 months in my new role.
• Led by example by consistently maintaining brand and departmental standards, upholding the luxury guest experience, maintaining an exceptional results in employee engagement survey, TrustYou Rating, Leading Quality Assurance scores and reviewing results extensively, pivoting to new workflows as needed, reaching departmental goals and guest satisfaction.
• Responsible of doing all the Food and Liquor order for my In Room Dining Department as well as for our Hawthorn Restaurant also taking care of all the inventory count by the end of the month for both the departments.
• Resolved all guest concerns, acknowledged and actioned colleague suggestions within the department to a successful conclusion to exceed the guests' experience and maintain a collaborative work culture for all.

FAIRMONT GOLD SUPERVISOR - Fairmont Palliser - Calgary

(2022-04 - 2023-04)

• Oversee all aspects of guest services in the daily operation of Fairmont Gold and responsible to do Fairmont Gold Inventory.
• Responsible to handle all the telephone inquiries to arrange all the dining reservations, tour and transportation on guest's request.
• Replied to all the emails in a timely manner; fufilling any inquiries as per guest.
• Maintained compliance & accountability for printing all the confidential documents sent by guest and delivering in the room.
• Review, block and set up guest room reservations to exceed expectations.
• Collaborated with Front Office team to generate highest possible revenues for Fairmont Gold, with daily upsells.
• Utilized my empowerment to handle guest concerns and requests in a efficient manner; logging and notifying the proper departments to a successful conclusion.
• Supervise Gold guest rooms' maintenance and upkeep, along with completion of housekeeping audits, turndown and occupied room cleaning.
• Was in charge of signing up our new customers to our loyalty program and educate them on how to access their membership account on their Mobile app which resulted our hotel name in top 10 in North America.
• Responsible to train new employees and provide them with different suggestions for ways of improving workflows and process.
• Elevated the F&B luxury ambience by offering bartending and wine service.
• Presented seamless buffet presentations throughout F&B services.
• Actioned additional Food & Beverage side duties and preparation
• Curated unique amenities to recognize guests as unique individuals
• Oversaw par stocks of all Food & Beverage inventories and items
• Worked effortlessly in high pressure situations, juggling the many hats the Fairmont Gold experience offers.
• Complied with Fairmont standards and procedures by delivering exceptional service to ensure that guest expectations were consistently exceeded.
• Maintained and cultivated the luxury experience on all aspects of the Gold experience.

HOME SUPPORT SCHEDULER - Fraser Health - Vancouver

(2021-09 - 2022-04)

• Coordinate and schedule health care workers according to care plan needs.
• Responsible to do schedule for almost 20-25 home care workers for my zone.
• Responding to emails, phone calls in pleasant telephone manner and in person inquiries from clients and health care workers.
• Entering health care worker sick leaves and leave of absence.
• Prioritizing tasks based on daily situations.
• Handles complex inquiries independently, utilizing strong listening and problem solving skills.

FAIRMONT GOLD SUPERVISOR - Fairmont Waterfront - Vancouver

(2018-07 - 2022-04)

FAIRMONT GOLD SUPERVISOR - Fairmont Winnipeg - Winnipeg

(2017-01 - 2018-06)

INBOUND CUSTOMER SERVICE REPRESENTATIVE - Fineline Solutions (Call Centre) - Winnipeg

(2012-07 - 2013-02)

BANQUET SERVER - Fairmont Winnipeg - Winnipeg

(2012-10 - 2015-05)

FRONT DESK AGENT - Fairmont Winnipeg - Winnipeg

(2016-02 - 2017-01)

ROYAL SERVICE AGENT - Fairmont Winnipeg - Winnipeg

(2015-05 - 2016-02)

HOUSEKEEPING (INTERNSHIP) - Park Hyatt - Toronto

(2012-01 - 2012-04)

HOUSEKEEPING (INTERNSHIP) - Fairmont Royal York - Toronto

(2011-10 - 2012-01)

GUEST SERVICES SUPERVISOR - The Gateway Hotel-Taj Hotels - Agra, India

(2009-07 - 2010-08)

FLIGHT ATTENDANT (INDIA 2009) - Jet Airways - India

(2009)

Diploma - Hotel Management – Hotels & Resorts - Centennial College (2010 - 2010)

Certificate - Aviation, Hospitality & Travel Management - Frankfinn Institute of Air Hostess Training (2009 - 2009)

In-Flight Training Certificate - In-Flight Services - Jet Airways (2009 - 2009)