Summary
Overview
Skills
Personal Skills
Areas of Expertise
Work History
Education
Certification
Timeline
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Cassandra Saija

Cassandra Saija

Resort Manager
Hamilton,ON

Summary

Hardworking and detail-oriented administration manager with 15+ years experience in various customer service, administration, financial services, hospitality industries eager to secure a long-term Administration role (open to remote work, full-time, contract) that offers professional challenges utilizing existing interpersonal, organizational, time management and problem-solving skills sets.

Overview

12
12
years of professional experience
1
1
Certification

Skills

65 WPM typing speed, 98% accuracy

  • P&L Tracking & Budgeting
  • Invoicing & Accounts Payable
  • Billing and Payment Processing
  • Account and Ledger Reconciliations
  • Petty Cash Management
  • Electronic & Paper Filing Systems
  • Retail POS & Inventory Management
  • Team Hiring, Onboarding, Training
  • OSHA & PPE Compliance
  • Data Entry & Auditing
  • [Yardi] Software Proficiency

Personal Skills

  • Democratic Team Leadership
  • Verbal & Written Communication
  • Critical Thinking & Problem-Solving
  • Organized and Detail-Oriented
  • Strong, Dedicated Work Ethic
  • Multitasking Abilities
  • Flexible and Adaptable

Areas of Expertise

  • Advanced MS Office Suite
  • Front & Back Office Operations
  • Business Administration
  • Office Management
  • Accounting & Cash Handling
  • Customer Service
  • Vendor & Client Relations
  • Travel Coordination
  • Events Planning
  • Advertising & Marketing
  • Maintenance and Repair
  • CapEx Project Management

Work History

RV Resort Manager

Sun Retreats Hay Bay
Napanee, ON
06.2020 - Current
  • Sun Retreats Hay Bay is one of 170+ RV resorts owned by Sun Communities (NYSE: SUI) in US and Ontario. Relocated from Guest Services Coordinator in Hamilton, ON and accepted promotion to RV Resort Manager at their most neglected, disorganized property in Ontario portfolio with highest annual turnover rate (15%).
  • Ensure compliance with federal, provincial and local fair housing laws; replacing disorderly, delinquent guests with courteous, reliable guests to achieve 97.5% (2022) seasonal RV site rental occupancy.
  • Demonstrate strong organizational and time management skills in day-to-day property operations while managing multiple ongoing projects, guest concerns, maintenance repairs, event and activity coordination, team development, financial performance and administration procedures.
  • Diplomatically implement property rules, regulations and deadlines to discourage disrespectful behaviour and promote all guest enjoyment.
  • Salary pay, but coordinate work schedule to accommodate guest demand and also available after-hours on nights, weekends and holidays.
  • Use analytical thinking to continuously identify neglected resort areas and amenities (outdoor pool, beach swim area, bathroom cleanliness, limited retail selection, boat docks, etc.), evaluate solutions and develop improvement measures.
  • Hire, onboard, motivate and develop 6 seasonal team members annually (guest services coordinators and maintenance technicians).
  • Provide excellent guest service and resolve issues promptly to nurture positive guest experience and obtain average NPS Score of 40 points (Transactional currently at 51).
  • Develop and implement various checklists and documents to mainstream effective guest services and maintenance procedures.
  • Audit guest ledger accounts and charges for accuracy (>$700K) and reduced delinquency from $41K within first two months.
  • Develop network of reliable vendors and trades persons and negotiate to obtain favorable rates for goods and services while maintaining reputable relationships.
  • Use various computer programs and MS Office to complete paperwork, accounts payable, petty cash, brokered sales, lot modifications, capital expenditures projects; recognizing discrepancies and promptly addressing for resolution.
  • Regularly monitor monthly operating budgets and financial performance (~$800K annually) and prepares monthly P&L variance reports; adjust strategies or processes as needed to maximize net-operating income (CNOI).
  • Utilized strong analytical and problem-solving skills to develop cost-effective, long-term solutions for various challenging situations daily.
  • Liaise with marketing team to increase reservations, occupancy and promote brand.

Executive Assistant

DCI Properties Inc.
London, ON
11.2020 - 04.2021
  • Worked closely with CEO to develop and coordinate energy-efficient schedule calendar (daily, weekly, monthly, quarterly), scheduling 95% of appointments and promptly rescheduled when energy-draining conflicts arose.
  • Collected, analyzed, assessed, and summarized information relevant to decision-making process and develop recommendations for final approval and implementation.
  • Prepared variety of documents: memos, summaries, reports, meeting minutes, and agendas.
  • Liaison between CEO and key stakeholders, partners, investors, vendors, acquaintances, colleagues, etc. and maintained effective lines of communication to minimize CEO distraction.
  • Monitored and responded to CEO phone and email correspondence, when designated.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Integrated task project management software Monday.com to establish administrative work procedures and daily tasks for 17 team members.
  • Developed and maintained paper and electronic filing systems, entered data and completed other clerical tasks.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Handled confidential and sensitive information with discretion and tact.

Server

East Side Mario's Restaurant
Hamilton, ON
01.2020 - 11.2020
  • Management-appointed evening closing server because of high cleanliness standards and team player mentality.
  • Arranged and sanitized section of 4-6 tables for customers to offer memorable experiences to guests and uphold restaurant hygiene standards.
  • Served food and beverages promptly and assisted customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate personal cash float of $100.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Used slow periods to clean and restock supplies, ice, trays, and delivery bags.

Travel Coordinator

Holland America Group (Princess Cruises)
Remote, CA
02.2018 - 03.2020
  • *When a cruise ship requires major maintenance, the company coordinates a "dry dock project" to move the ship out-of-service temporarily to a designated service yard for a short period (7-21 days), where 500-2000 contractors attend from 40-100 different vendor companies (with 30-50 different nationalities), and $30-60 Million is spent in refurbishments, and all meals, flights and accommodations are provided by the cruise line during this period.
  • Attended check-in calls with superintendents, directors and project managers to collect approx. head counts and develop cost-effective travel plan for vendor contractors.
  • Liaised with destination authorities (USA, Bahamas, Singapore, Canada) to obtain accurate information on necessary travel documents and visa requirements to successfully reach planned destinations.
  • Collaborate with shipboard team to create Dry Dock Vendor Guide: 4-page document on shipboard procedures, meal times, cabin assignments, leisure time, safety, travel, etc.
  • Managed all data inputted in company-created Data Collection System program: collected and audited Personal Identifiable Information (PII) for ~2000 persons for accuracy, followed-up on missing or expired data in timely fashion.
  • Approved ~2000 domestic and international flights requests for vendors in system to auto-book best available flights, and cancelled and re-booked travel conflicts swiftly with company travel team support.
  • Liaised with destination hotels to reserve hotel blocks and created all hotel rooming lists manually in excel.
  • Arranged all bus transport based on flight arrival/departure timings from airport to hotel to ship to airport; approved transport invoice.
  • Participate in project closure call to identify lessons learned and improve procedures to reduce cost and time in future dry docks.

Assistant Restaurant Manager

Montanas Cookhouse BBQ & Bar
Hamilton, ON
02.2017 - 07.2017
  • Motivated and managed team of up to 14 restaurant staff to perform at peak efficiency and quality, maintaining exceptional customer service and health standards.
  • Worked closely with restaurant owner and general manager to develop and implement marketing initiatives and target markets, schedule adequate shift coverage and identify areas to improve.
  • Kept restaurant within compliance of all federal, state, and local hygiene and food safety regulations by encouraging cleanliness and regular maintenance on all surfaces and equipment.
  • Promptly identified escalated customer concerns with active listening and resolved issues swiftly to achieve optimal satisfaction and maintain long-term loyalty.
  • Pitched in to help hosts, servers, expo, dishwasher during exceptionally busy times such as dinner hour.
  • Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.

Administration Officer

Princess Cruises
Shipboard, Worldwide
03.2011 - 12.2016
  • Reported directly to shipboard Guest Services Director; worked independently or with assistant depending on demand of number of itinerary destinations and email volume; received commendations on all performance reviews (~4.0-4.6 out of 5) and often requested for dynamic, exotic, challenging itineraries.
  • Liaised with government and local port authorities and agents (~50 different countries) to obtain accurate information and deadlines on necessary travel documents, visa requirements and paperwork required; adapted quickly to changes in itinerary for safety or emergency reasons.
  • Created, prepared, and delivered various immigration documents, reports, spreadsheets, forms, health declarations and electronic arrival programs as requested by port authorities and submitted prior to strict deadlines to successfully obtain swift clearance to visit planned destinations.
  • Coordinated embarkation and disembarkation procedures with port agents and ~50 terminal check-in staff to collect Personal Identifiable Information (PII) for ~3600 guests and arrange luggage collection; promptly solving all guest concerns that arose with related shipboard departments; followed-up directly with guests on missing or expired data in timely fashion.
  • Kept guest and crew Personal Identifiable Information (PII), passports, visa information and other paperwork current, organized and secured for easy access and use.
  • Collaborate with guest services team to create and distribute various guest collateral (letters, notifications, announcements, disembarkation packages, etc.).
  • Leveraged shipboard software, team members and advanced excel formulas to create automated administration processes and reduce errors.
  • Trained in emergency situations (Crisis Management, Crowd Control, Basic Firefighting, Lifeboat Operation, Medical Disembarkation) and responsible for accounting for ~500 guests and crew in muster station and implementing crowd control procedures to maintain order.

Education

Associate of Science - Project Management, Fundamentals of

Sheridan College
Toronto, ON
04.2023

Associate of Arts - Canadian Securities Course (CSC)

Canadian Securities Institute
Toronto, ON
09.2017

Associate of Applied Science - Hospitality And Tourism Management

Hospitality And Tourism Administration
Toronto, ON
05.2011

Certification

  • Certified Pool Operator, Pool & Hot Tub Alliance - 06/2022-06/2027
  • Advanced for Small Drinking Water Systems (O.Reg 319/08), Walkerton Clean Water Centre (WCWC) - 09/2021-09/2024
  • Standard First Aid–CPR C–AED, St. John Ambulance Saint-Jean - 09/2021-09/2024

Timeline

Executive Assistant

DCI Properties Inc.
11.2020 - 04.2021

RV Resort Manager

Sun Retreats Hay Bay
06.2020 - Current

Server

East Side Mario's Restaurant
01.2020 - 11.2020

Travel Coordinator

Holland America Group (Princess Cruises)
02.2018 - 03.2020

Assistant Restaurant Manager

Montanas Cookhouse BBQ & Bar
02.2017 - 07.2017

Administration Officer

Princess Cruises
03.2011 - 12.2016

Associate of Science - Project Management, Fundamentals of

Sheridan College

Associate of Arts - Canadian Securities Course (CSC)

Canadian Securities Institute

Associate of Applied Science - Hospitality And Tourism Management

Hospitality And Tourism Administration

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Cassandra SaijaResort Manager