Anthony Deonarain
Toronto,ON
Summary
Experienced with managing and supervising guest services operations and ensuring high levels of customer satisfaction. Utilizes effective problem-solving strategies and team leadership to streamline operations. Track record of fostering positive guest experiences and maintaining service standards.
Overview
11
11
years of professional experience
Work History
Guest Services Supervisor
Great Canadian Casino Resort Toronto
08.2024 - Current
- Oversight of inventory management for front desk supplies, preventing shortages.
- Support team members by offering constructive feedback and coaching as needed.
- Supports execution of guest services strategies, including promotional events and bus tours.
- Maintain up-to-date knowledge of products and services offered.
- Review upcoming events and plan for expected challenges.
- Train new staff in customer service excellence, ensuring consistent guest experiences.
- Address customer concerns and foster strong relationships with ownership, and team members at all levels, using tact, discretion, and diplomacy.
- Cross-train existing employees to maximize team agility and performance.
- Set clear targets and objectives, and communicated them to team members through daily pre-shift meetings and one-on-one coaching as needed.
- Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Resolve staff conflicts and complex customer complaints by actively listening to concerns and finding appropriate solutions.
- Liaison and communicate closely with other departments to meet guest needs and provide best possible experience.
- Manage bus tour operations, including coupons and casino tours.
- Monitor and adjusted staffing levels according to guest flow and breaks, optimizing delivery of service.
- Manage front desk operations, including, public announcements, lost and found and surveys, ensuring smooth communication between departments and seamless guest experiences.
- Complete point of sale opening and closing procedures.
- Conduct compressive daily audits to ensure accuracy and compliance.
- Compile and presented weekly reports on gaming floor activates to managers.
- Adhere to policies, procedures and regulations of corporation and government, following health and safety guidelines and other statutory regulations to ensure that all patrons and team members are treated with respect and dignity.
Guest Service Representative
Great Canadian Casino Resort Toronto
09.2017 - 08.2024
- First Person contact, with patron's, dealing with concerns, complaint and enquiries, across all channels, including e-mails, phone calls and in-person contacts.
- Assisting patron's with accessibility and communication issues.
- Ensured various information boards, signs and maps are updated providing relevant information.
- Assisted and completed front end and back end office tasks as per business needs and supervisors requests.
- Actively listened to patrons' concerns and directed to appropriate personnel when needed.
- Prepared, processed, edited and maintained all relevant documentation.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Identifying and taking action by using various information resources both internal and external when dealing with patron's in crisis.
- Proactively collected various information and data from multiply departments to ensure accurate decision making.
- Analyzed Patron's needs, taking appropriate action to resolve their inquires and needs.
Office Manager
Redline Custom Workx
01.2014 - 01.2015
- Provided input on staff performance and evaluations. Oversaw Various insurance reports.
- Optimized organizational systems for payment accounts payable / receivable, deposits, and recordkeeping by 15%. Maintained invoices, payroll, production requisitions and insurance claims system.
- Liaised for company personnel, customers, and insurance.
- Completed employee scheduling and event itineraries.
- Oversaw office and production inventory.
- Performed inventory stocking and shipment receiving.
- Book customer meetings.
Education
Business Administration Diploma -
Everest College
North York, ON01.2014
General Arts and Science Diploma -
Humber College
Toronto, ON01.2012
Skills
- Time and Task Management
- Information Management
- Operations management
- Team management
- Strong Problem Solving Skills
- Project and Team Leadership Skills
- Excellent Communication: Oral and Written
- Microsoft Office 365
Timeline
Guest Services Supervisor
Great Canadian Casino Resort Toronto
08.2024 - Current
Guest Service Representative
Great Canadian Casino Resort Toronto
09.2017 - 08.2024
Office Manager
Redline Custom Workx
01.2014 - 01.2015
General Arts and Science Diploma -
Humber College
Business Administration Diploma -
Everest College
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