Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Cienna Roasting

Airdrie

Summary

Experienced Hotel Manager with a decade of expertise in the hospitality sector. Specializes in creating impactful training initiatives that elevate staff capabilities and guest experiences. Proven track record in assessing training needs and promoting a culture of ongoing learning in dynamic hotel settings.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Front Office Manager

Sandman Signature Hotel
08.2022 - Current
  • Oversaw daily operations of dual-property hotel with 330 rooms and 20 employees.
  • Implemented cross-training, improving team flexibility and service efficiency.
  • Fostered culture of excellence within front office, promoting continuous learning and leadership by example.
  • Enforced front office policies to ensure consistent, high-quality guest experiences aligned with brand standards.
  • Enhanced team communication to facilitate decision-making and problem-solving processes.
  • Conducted regular staff evaluations, delivering constructive feedback and identifying growth opportunities.
  • Resolved guest complaints promptly, applying conflict resolution skills to improve experiences.
  • Monitored financial transactions at front desk, ensuring accurate billing and minimizing discrepancies.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Led front office team during major hotel renovation, maintaining high service standards amidst changes.
  • Provided training and mentoring to other employees within the chain.

Front Office Manager

The Inn on Officers’ Garden
11.2021 - 08.2022
  • Oversaw all operations of boutique hotel to ensure efficiency and guest satisfaction.
  • Implemented revenue management strategies, achieving 65% revenue growth within four months.
  • Established third-party extranets and integrated channel management software with PMS system.
  • Advanced proficiency in Smart Hotels system and Site Minder for enhanced operational performance.
  • Developed standard operating procedures for Front Desk and Housekeeping; trained staff on new protocols.
  • Produced budgets and forecasts, supporting comprehensive financial reporting responsibilities.
  • Conducted multiple daily inspections of property to maintain safety, cleanliness, and guest satisfaction.

Assistant Front Office Manager

Grey Eagle Resort and Casino
06.2020 - 09.2021
  • Led Front Office Team of 30+ agents, ensuring seamless operations across various positions- Guest Service Agents, Reservation Agents, Front Desk Agents, Night Auditors, and Security Rovers.
  • Sought opportunities to grow my experience and develop my skills, happily accepting challenging projects and working hard to exceed company goals.
  • Developed comprehensive Front Office Training Manual featuring slide shows, quizzes, and tailored training plans- Implementing effective policies and procedures that enhanced revenue and workplace safety.
  • Spearheaded cross-department training program that fostered collaboration across hotel property
  • Managed on-duty security, addressing incidents and emergencies with professionalism and composure.
  • Completed detailed incident and police reports while overseeing CCTV and alarm system operations.
  • Executed administrative tasks including payroll processing and inventory management.
  • Facilitated improvement in communication and morale within the department, acting as liaison between teams.

Front Office Supervisor - Senior Front Desk Agent

Best Western
01.2018 - 01.2020
  • Appointed acting MOD during shifts, providing support for coworkers off shift.
  • Promoted responsibilities and positions throughout employment at the property,
  • Spearheaded training programs for new colleagues, creating comprehensive training packages enhancing overall team performance..
  • Implemented procedures to streamline operations and ensure consistency, including discrepancy reports and shift checklists.
  • Orchestrated tracking of rate inquiries and elite member rewards for improved guest recognition.
  • Performed general Front Desk responsibilities while utilizing Visual Matrix software.
  • Oversaw guest satisfaction by resolving in-house complaints and addressing online reviews.

Supervisor/Bartender/Server

Various Establishments
01.2009 - 01.2019
  • Delivered excellent service across fine dining, VLT lounges, nightclubs, and golf courses.
  • Oversaw staff as supervisor at Bo’s Bar and Grill in Red Deer.
  • Facilitated bar operations as bar supervisor at Egan’s in Grande Prairie.
  • Provided leadership as lead server at Toad and Turtle in Red Deer.
  • Directed waitstaff at Blue Ox in Ponoka to uphold service excellence.
  • Fostered teamwork with an enthusiastic attitude among team members.
  • Addressed customer concerns effectively to ensure satisfaction.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.

Front Desk Supervisor / Night Auditor

Ramada
01.2017 - 01.2018
  • Executed managerial tasks including scheduling, payroll, and policy updates.
  • Led weekly guest appreciation night to enhance customer experience.
  • Served as primary contact for managing company and group accounts.
  • Trained new staff across various positions, ensuring operational readiness.
  • Resolved guest complaints and addressed online reviews and emails promptly.
  • Performed general front desk duties and auditing functions using Opera software.
  • Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.

Night Auditor/ Front Desk Agent

Best Western
01.2015 - 01.2017
  • Demonstrated dedication to acquiring expertise in hospitality industry.
  • Executed all Front Desk responsibilities using Opera and Visual Matrix software.
  • Conducted audit reports, balanced revenue, and settled accounts accurately.
  • Established trust as senior agent by accepting additional responsibilities and opportunities.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Established rapport with regular clientele by providing personalized service tailored to individual preferences.

Office Administrator

Cameron Construction
01.2015 - 01.2016
  • Managed reception and office administration for 20 employees, ensuring seamless operations.
  • Improved operational efficiency through exceptional organizational skills.
  • Executed administrative tasks including payroll processing, invoicing, scheduling, and data entry.
  • Utilized Microsoft PowerPoint, Excel, and Outlook for various office functions.
  • Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.

Home Care Worker

Privately Employed
01.2013 - 01.2016
  • Provided 24-hour care for a child with CHARGE syndrome and a senior stroke victim.
  • Monitored clients constantly to ensure safety and well-being throughout each day.
  • Assisted clients with daily needs, including personal hygiene and mobility support.
  • Performed G-tube feedings, tracheostomy care, and medication administration efficiently.
  • Facilitated learning assistance and rehabilitation support for both clients.
  • Maintained structured schedules and routines to promote stability in daily activities.
  • Provided companionship and emotional support to enhance client quality of life.
  • Managed challenging behaviors effectively using appropriate de-escalation techniques for dementia or cognitively impaired patients.

Education

Medical Office Assistant/Health Unit Clerk Diploma -

Academy of Learning
10.2017

Bachelor of Arts - Psychology

Red Deer College
05.2012

High School Diploma -

Ponoka Composite High School
05.2010

Skills

  • Teaching and training expertise
  • Leadership and management
  • Effective communication skills
  • Team collaboration
  • Initiative and time management
  • Emergency response training
  • Coaching and development
  • Workflow optimization
  • Conflict resolution strategies
  • Attention to detail
  • Problem-solving abilities
  • Receptiveness to feedback
  • Industry knowledge in hospitality
  • Typing proficiency (120 wpm)
  • Organizational skills
  • Emergency response training
  • Coaching and development
  • Workflow optimization

Languages

English
Full Professional

Certification

  • First Aid & CPR/ AED - Canadian Red Cross Level C - Valid until December, 2025
  • AGLC Pro-Tect - Security Staff Training - Valid until February, 2026
  • AGLC Pro-Serve - Responsible Liquor Serving Training - Valid until September, 2026
  • Safely Home - Security Awareness, Personal Defence & Self-Reliance Training Course

Timeline

Front Office Manager

Sandman Signature Hotel
08.2022 - Current

Front Office Manager

The Inn on Officers’ Garden
11.2021 - 08.2022

Assistant Front Office Manager

Grey Eagle Resort and Casino
06.2020 - 09.2021

Front Office Supervisor - Senior Front Desk Agent

Best Western
01.2018 - 01.2020

Front Desk Supervisor / Night Auditor

Ramada
01.2017 - 01.2018

Night Auditor/ Front Desk Agent

Best Western
01.2015 - 01.2017

Office Administrator

Cameron Construction
01.2015 - 01.2016

Home Care Worker

Privately Employed
01.2013 - 01.2016

Supervisor/Bartender/Server

Various Establishments
01.2009 - 01.2019

Medical Office Assistant/Health Unit Clerk Diploma -

Academy of Learning

Bachelor of Arts - Psychology

Red Deer College

High School Diploma -

Ponoka Composite High School

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