Summary
Overview
Work History
Education
Skills
Languages
Timeline
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APARANPREET KAUR

Calgary

Summary

Motivated customer service specialist with 6 years of strong guest relationship building experience in a fast-paced and team-based hospitality environments. Driven to leave an impact with every interaction with customers by going above and beyond. I am extremely tech-savvy and have hands-on working experience with multiple computer programs. I lead by one core value of serving guests the right way to make their experience memorable each time.

Overview

6
6
years of professional experience

Work History

Front Desk Agent/Night Auditor

Delta Bessborough
- 05.2025
  • Welcome guests with an appropriate greeting and consistently provide friendly, professional and attentive service. Utilize guest name at all available opportunities.
  • Demonstrate professionalism at all times and comply with company standards of appearance.
  • Check-in guests following proper identification and credit card authorization policies.
  • Ensure all departing guests have been checked out; accurately post charges and process final payment; offer guest manual or e-mailed receipt.
  • Coordinate with Housekeeping to track and update room status in computer system.
  • Assign rooms taking special guest requests in consideration, process credit card authorization, and setup routing for third party reservations.
  • Obtain vehicle license information and accurately record in guest's reservation and register in Parking enforcement system.
  • Understand night audit procedures and being able to comprehend and utilize reports as necessary.
  • Promptly answer incoming calls, respond to incoming faxes and e-mail inquiries.
  • Communicate with other departments to ensure guest requests are resolved without delay.
  • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and loyalty.
  • Promote Hotel rewards program and provide details regarding membership and benefits.
  • Print end of shift report(s), reconcile float, complete required paperwork and deposit pouch.
  • Check figures, postings, and documents for accuracy. Audit and reconcile all revenue postings.
  • Perform Nightly Bucket Checks to ensure that all information and rates are accurate.
  • Monitor CCTV cameras to uphold the security of the property at all times at night.

Team Lead-Customer Experience-Call Centre

Blue Mountain Resort Ltd.
10.2021 - 10.2024
  • Made necessary intraday changes in staffing based on daily business needs and other anticipated events.
  • Supported and coached agents in handling guest complaints and other matters that require discretion & problem-solving.
  • Supported the team by handling 100+ inbound phone calls and email contacts during periods of high volume.
  • Served as the escalation point for customer service issues, handled customer concerns and reacting quickly and professionally.
  • Performed customer follow-up call backs after inquiry investigations, or as requested.
  • Helped admin team in smooth operations of third party lodging reservations.
  • Assisted in the review of comment cards and guest satisfaction results with the team.
  • Utilized data entry tools to maintain accurate customer records and update information in a computer database.
  • Supervised the functions of the Recreation, AYS, Contact centre and Concierge/Guest Services operations.
  • Assisted with training new staff and developed training materials.
  • Participated in department meetings and continually communicating a clear and consistent message regarding the Operational goals to achieve monthly goals.
  • Observed and tracked service behaviors of employees and providing them feedback in one on one sessions.
  • Provided employees with empowerment guide to provide excellent customer service.
  • Participated in the employee performance appraisal process, giving feedback to Contact Centre Supervisor and Manager on individual employee performance issues.
  • Acted as first point of contact for group clients and provided them with group lodging rates and promotional packages, information about all hotel amenities, restaurants, weekly village events, and attractions pricing.

Concierge

Pillar Security Services Inc.
02.2019 - 09.2021
  • Welcomed residents, visitors and contractors into the building and built friendly atmosphere for the residential property.
  • Acted as first point of contact for residents and handled all general inquiries.
  • De-escalated any unsatisfied residents or visitors, and escalated their concerns to the Property Management team.
  • Operated switchboard and handled multiple calls and email requests a day.
  • Checked-in all the visitors and contractors to the building and issued them parking passes. Provided them with all the information resources about the property.
  • Collected, processed, answered all inquiries regarding lost property items and distributed them to their rightful owners.
  • Monitored building CCTV Cameras to uphold the security of the premises.
  • Provided exceptional customer care by educating new and old residents about building amenities and tenant policies.
  • Ordered office supplies and handled all the invoices for Property Managers.

Front Desk Supervisor (Internship)

Holiday Inn Express & Suites
09.2019 - 04.2020
  • Directed daily front desk operations to deliver seamless check-in/out, accurate billing, and prompt guest assistance in alignment with Hilton service standards.
  • Resolved guest concerns with professionalism and proactive service recovery, consistently supporting high satisfaction and loyalty scores.
  • Organized team schedules, monitored attendance, and managed payroll to maintain optimal coverage and efficiency.
  • Recruited, trained, and mentored front desk associates, fostering a culture of hospitality, teamwork, and brand excellence.
  • Served as Manager on Duty, overseeing property operations and responding to emergencies in the absence of senior leadership.
  • Maintained strict compliance with Hilton policies, safety protocols, and privacy regulations for guest and financial data.
  • Performed daily financial audits and supported night audit procedures to ensure accurate reporting and smooth end-of-day processes.
  • Partnered with housekeeping and maintenance teams to coordinate room readiness and deliver a seamless guest experience.
  • Managed front office supplies and resources to ensure uninterrupted operations and cost efficiency.

Education

Certificate - Cybersecurity

University of Toronto
Mississauga
01.2024

Diploma - Hotel Operations Management

Centennial College of Applied Arts
Scarborough
04.2020

Skills

  • Telephone Skills
  • Hands-On experience with Point of Sales system
  • Administrative Operations
  • Hand-On Experience of working with surveillance and access control software such as Visionline,Xprotect, Detexi, Omnicast, etc
  • Advanced knowledge of MS Office Suite, MS Word, Excel, Google Docs, etc
  • Hands-on experience with Property Management and Customer Request Systems
  • Advanced knowledge of various Hospitality systems such as Cenium, OPERA PMS, OPERA Cloud, Intopia, Micros and Toast POS
  • Good at working with other scheduling and timekeeping softwares such as Incontact, Workforce Management, Atlas, UKG Kronos and Workday

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual

Timeline

Team Lead-Customer Experience-Call Centre

Blue Mountain Resort Ltd.
10.2021 - 10.2024

Front Desk Supervisor (Internship)

Holiday Inn Express & Suites
09.2019 - 04.2020

Concierge

Pillar Security Services Inc.
02.2019 - 09.2021

Front Desk Agent/Night Auditor

Delta Bessborough
- 05.2025

Certificate - Cybersecurity

University of Toronto

Diploma - Hotel Operations Management

Centennial College of Applied Arts

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