Branson David Durham Jr.
North York,Canada
Summary
Hospitality and customer service leader with over 20 years in high-volume settings. Successfully managed front office operations and cross-functional teams, enhancing guest satisfaction through tailored service strategies and effective conflict resolution.
Overview
24
24
years of professional experience
Work History
Front Desk Supervisor
Sheraton Gateway Hotel in Toronto International Airport
Toronto, Canada
03.2025 - Current
- Front desk operations
Customer Service & Baggage Lead
WestJet Airlines
Toronto, Canada
12.2021 - 02.2025
- Directs delayed baggage operations, enhancing resolution processes through effective management
Front Office Duty Manager (Part-Time)
Residence Inn by Marriott
Toronto, Canada
02.2017 - 01.2023
- Oversaw all front office operations including Bell Desk, Switchboard, and Retail
- Trained and coached front office team, improving guest satisfaction scores
- Managed guest arrivals, departures, and conflict resolution
Night Operations Manager
Bisha Hotel Toronto
Toronto, Canada
08.2018 - 01.2020
- Performed night audits, financial reconciliations, and reporting
- Maintained security of cash and sensitive information
- Handled overnight guest inquiries and VIP arrivals
Reservations Representative / Guest Services Supervisor
Novotel Toronto
Toronto, Canada
06.2012 - 03.2017
- Managed guest check-ins, reservations, and service inquiries
- Supervised front desk team and enforced SOPs and cash handling standards
- Assisted in staff training and guest issue resolution
Night Auditor / Guest Experience Ambassador
Holiday Inn Express
North York, Canada
04.2009 - 01.2017
- Managed front desk and night audit responsibilities
- Supported accounting functions during non-business hours
- Enhanced guest experience through personalized service
Front Desk Lead / Training Officer / Reservation Agent
Marriott Hotels International / Courtyard Marriott
Toronto, Canada
02.2002 - 12.2005
- Directed front desk operations and trained staff to deliver exceptional service.
- Managed high-volume guest calls and resolved billing inquiries and concierge requests.
- Coordinated reservation systems to improve efficiency and elevate customer satisfaction.
Education
Certificate - Business Management, Tourism & Hospitality Courses
Dade County Community College
Miami, FLHigh School Diploma - CXC - Caribbean Examinations Council
Mucurapo Secondary School
Trinidad and TobagoSkills
- Front Desk Management
- Hotel Operations
- Customer Service
- Guest Recovery
- Billing Coordination
- Travel Coordination
- Opera PMS
- Sabre GDS
- POS Systems
- Microsoft Office
- Team Leadership
- Staff Development
- Team Coordination
- Service Excellence
- Conflict Resolution
- Problem Solving
- Safety Compliance
Languages
English
Timeline
Front Desk Supervisor
Sheraton Gateway Hotel in Toronto International Airport
03.2025 - Current
Customer Service & Baggage Lead
WestJet Airlines
12.2021 - 02.2025
Night Operations Manager
Bisha Hotel Toronto
08.2018 - 01.2020
Front Office Duty Manager (Part-Time)
Residence Inn by Marriott
02.2017 - 01.2023
Reservations Representative / Guest Services Supervisor
Novotel Toronto
06.2012 - 03.2017
Night Auditor / Guest Experience Ambassador
Holiday Inn Express
04.2009 - 01.2017
Front Desk Lead / Training Officer / Reservation Agent
Marriott Hotels International / Courtyard Marriott
02.2002 - 12.2005
Certificate - Business Management, Tourism & Hospitality Courses
Dade County Community College
High School Diploma - CXC - Caribbean Examinations Council
Mucurapo Secondary School