Claude Reid
Toronto,ON
Summary
Personable and dedicated Member Services Manager with extensive experience in hospitality industry and private member clubs. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with members. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results- oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Front Desk / Member Services Manager
The University Club of Toronto
08.2022 - Current
- Cost effective and operating within a budget whilst delivery high quality services
- Recruiting and training new Front Desk staff on correct procedures, compliance requirements, and performance strategies.
- Operating Jonas Club Management System, Tock Reservation System, Converge Pay and Square Payment Processors and, Triple Seat Event Management System
- Exceeding Member and Guest Service Expectations
- Maintaining reciprocities and adding more reciprocities whilst building and maintaining close relationships with other City Club Managers and Hotels to elevate member services
- A good network of maintenance companies, staffing agencies, laundry and dry-cleaning services, event organizers, wedding planners, event hire companies and wine sommeliers
- Maintaining members and boosting membership sales using various communication funnels
- Creating and updating RSVP lists for club functions
- Updating bedroom rates and maintaining standards
- Catering to member and guest needs
- Adhering and following club rules and policies.
Customer Engagement Associate
American Water Resources
10.2021 - 05.2022
- Drove customer escalations to resolution by engaging directly with clients
- Built loyal base by interacting effectively with multi-cultural customer group and by providing quality service and value
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Cashier/Customer Service Supervisor
Shoppers Drug Mart
08.2019 - 05.2021
- Collected payments and provided accurate change
- Helped customers find specific products, answered questions and offered product advice
- Trained new team members in cash register operation, stock procedures and customer services
- Helped with purchases and signed customers up for rewards program
- Scanned merchandise using point-of-sale system for accurate purchase totals
- Operated cash register or POS system to receive payment by cash, check and credit card.
Front Cash Supervisor
Aldi
03.2017 - 10.2019
- Created and executed daily bank deposits
- Maintained daily cash flow log and compared daily cash logs to monthly bank statements and reports
- Executed variety of transactions throughout day, including cash, credit and debit card transactions
- Tallied up cash transactions and submitted reports to management
- Demonstrated consistent operational excellence to maintain stellar office reputation
- Managed work requests, new orders and pricing changes while coordinating logistics to verify delivery dates
- Prepared and disseminated public information.
Business Development Manager
ECD Global
01.2016 - 01.2018
- Networked with potential customers at national conferences to identify business development techniques and new revenue streams
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success
- Optimized profitability by developing pipeline of prospects using various research, referral and sales strategies.
Restaurant All Rounder, Clever Cate Cooking GmbH
11.2012 - 10.2015
- Delivered exceptional guest service with friendly and helpful attitude
- Checked customer identification for age prior to selling alcoholic beverages
- Addressed guest concerns and complaints quickly and thoroughly to promote satisfaction
- Served food and beverages to approximately 50 customers per shift
- Replied to telephone, email and in-person inquiries regarding reservations, restaurant information and guest concerns.
Education
Advanced Diploma - Commerce
Edith Cowan University
Perth, Western Australia10.2017
High School Diploma -
University of Cambridge
Cambridge05.2013
Skills
- Team Player
- Well maintained relationships with City Clubs
- Budgeting and cost-effective planning methods whilst maintaining topnotch services to members
- Website Management
- Training staff
- Managing front of house operations
- Brand and Logo awareness
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- De-escalation Techniques
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Building Member Trust and Loyalty
- Order and Refund Processing
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Customer Service
- Understanding Member Needs
- Microsoft Office Suite
- Appointment Scheduling
- Call Answering and Routing
- Attention to Detail
- Records Management
- Calendar Management
- Guest Check-In and Check-Out
- Guest Amenities
- Hospitality Services
- Report Preparation and Analysis
Languages
English
Native or Bilingual
German
Full Professional
Sinhalese
Full Professional
Timeline
Front Desk / Member Services Manager
The University Club of Toronto
08.2022 - Current
Customer Engagement Associate
American Water Resources
10.2021 - 05.2022
Cashier/Customer Service Supervisor
Shoppers Drug Mart
08.2019 - 05.2021
Front Cash Supervisor
Aldi
03.2017 - 10.2019
Business Development Manager
ECD Global
01.2016 - 01.2018
Restaurant All Rounder, Clever Cate Cooking GmbH
11.2012 - 10.2015
Advanced Diploma - Commerce
Edith Cowan University
High School Diploma -
University of Cambridge
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