ANTONETTE ABECE
Banff
Summary
Business Administration (Finance) graduate with strong administrative and client service experience. Skilled in documentation review, eligibility-related file support, phone-based client communication, and handling confidential information. Proven ability to work in fast-paced environments, apply guidelines accurately, and support individuals from diverse backgrounds. Education and professional experience combined meet equivalency requirements for this role.
Business professional with keen eye for administrative excellence and customer service. Proven track record in managing reception duties with high accuracy, ensuring smooth daily operations and client satisfaction. Thrives in team settings and adapts to dynamic demands, showcasing proficiency in multitasking and problem-solving.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Receptionist/Front Desk
Banff Park Lodge
Banff, AB
10.2025 - Current
- Manage guest records, billing, and reservations accurately
- Handle high call volumes while maintaining attention to detail
- Resolve concerns calmly and professionally
- Coordinate with internal departments to ensure smooth operations
- Coordinated communication between departments to enhance guest experience and resolve inquiries promptly.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email and telephone.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
Team Lead and Administrative Assistant
Rocky Mountaineer
Banff, AB
01.2023 - 01.2025
- Review and maintain accurate documentation, reports, and operational files
- Respond to high-volume phone and email inquiries with professionalism and clarity
- Manage staff scheduling and maintain organized records
- Support budgeting and expense tracking processes
- Conduct interviews and assist with onboarding and training
- Maintain confidentiality of employee and operational information
- Use multiple computer systems daily to track and update records
- Seasonal
- Implemented process improvements that enhanced staff efficiency and streamlined workflows.
- Led team in delivering exceptional customer service experiences during peak operational periods.
Customer Service Representative
Various Employers
Banff, AB
01.2018 - 01.2023
- Delivered consistent front-line service in busy environments
- Maintained accurate transaction and documentation records
- Applied problem-solving skills to resolve customer concerns
- Worked effectively within team-based settings
- Resolved complex customer issues through effective problem-solving and escalation procedures.
- Managed customer inquiries across multiple channels, ensuring timely and accurate responses.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Diploma - Hospitality Business Management
East West College
Calgary, AB03-2026
Diploma - Business Administration Major in Finance
Southern Alberta Institute of Technology
Calgary, AB06-2024
High School Diploma -
Banff Community High School
Banff, AB06-2022
Skills
- Administrative coordination
- Microsoft Office (Word, Excel, Outlook)
- Opera PMS (Property Management System)
- Data entry and system navigation
- Conflict resolution and active listening
- Strong organization and time management
- Ability to interpret and follow policies
- Organization skills
- Customer/Client relations
- Office administration
- Administrative support
- Phone etiquette
- Positive and professional
- Multitasking and prioritization
- Attention to detail
- Payment processing
Accomplishments
- Assisted management with the training of 2 new staff members.
- Telephone Service - Professionally processed 20+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Professional Working
Certification
- WHMIS (Workplace Hazardous Materials Information System)
- First Aid & CPR
Interests
Culinary arts, music and movies, Playing UNO, volleyball, and badminton, any board games
Timeline
Receptionist/Front Desk
Banff Park Lodge
10.2025 - Current
Team Lead and Administrative Assistant
Rocky Mountaineer
01.2023 - 01.2025
Customer Service Representative
Various Employers
01.2018 - 01.2023
Diploma - Hospitality Business Management
East West College
Diploma - Business Administration Major in Finance
Southern Alberta Institute of Technology
High School Diploma -
Banff Community High School