Group Reservations Specialist - Eldorado & Manteo Resort - Kelowna, BC
(2022-08)
- Responding to inquiries from group organizers regarding availability, rates, amenities, etc.
- Tracking pick-up rates and adjusting room blocks as needed. Inputting rooming lists and special requests
- Managing attrition clauses and cut-off dates
- Confirm bookings and provide guests with information on rates, amenities, and policies
- Collaborate with other departments (Housekeeping, Front Desk) to ensure room availability aligns with guest arrivals
- Generate reports on occupancy rates, booking trends, and revenue to maintain accuracy
- Proactively identified potential challenges within the reservation process and developed creative solutions to address them promptly.
Front Office Supervisor - Holiday Inn and Suites - Osoyoos, BC
(2019-07 - 2021-12)
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
Duty Manager - Spirit Ridge - The Unbound Collection by Hyatt - Osoyoos, BC
(2016-05 - 2019-07)
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
Housekeeping Supervisor - Front Desk Agent/Supervisor - Watermark Beach Resort Hotel - Osoyoos, BC
(2011-06 - 2017-09)
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to the maintenance staff
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
