DIANA BUNESCU
Calgary,Alberta
Summary
Dedicated customer success professional with a solid foundation in hotel management, a proven track record in delivering exceptional customer service, and expertise in account management. Skilled in mentoring teams for success and committed to elevating guest experiences. Seeking a dynamic role in to leverage my combined strengths, foster operational excellence, and cultivate enduring client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Coordinator
Minto Communities
01.2022 - Current
- Orchestrating seamless homeowner experiences from sale to closing, ensuring a dedicated coordinator is available to address any queries or situations that may arise, providing peace of mind
- Overseeing all communications and administrative responsibilities for homeowner closings in developments such as Era 220 condos, East Hills Crossing 95 townhomes, and Wildflower 59 homes
- Serving as the primary point of contact for homeowners from firm sale to closing, covering Era 220 condos, East Hills Crossing 245 townhomes, East Hills Crossing 352 Condos, and Wildflower 68+ homes
- Specializing in proactive and personalized communication strategies on a daily, weekly, and monthly basis to cultivate exceptional homeowner experiences
- Coordinating with various departments to track construction progress and project statuses
- Educating out-of-province investors on Alberta's regulatory framework
- Pioneering the development and implementation of new departmental processes, along with establishing actionable plans
- Conducting administrative duties to support the smooth progression of operations
- Providing critical support through negotiations, addressing legal risks, settlements, or complex homeowner situations
- Overseeing formal homeowner feedback mechanisms, including surveys, and delivering insightful trend analysis to Minto Communities Headquarters for continuous brand enhancement and elevated customer satisfaction.
Front Office Manager
Lake Louise Inn
10.2019 - 12.2021
- Spearheaded and coordinated various hotel departments, ensuring seamless daily operations for 247 guest rooms and suites
- Prioritized employee and guest satisfaction, resulting in a notable increase in positive social media reviews
- Maintained consistent and effective communication channels with all hotel departments on a daily basis
- Produced, organized, and presented reports to relevant departments, contributing to informed decision-making
- Implemented quality control measures and streamlined work processes to drive revenue growth
- Demonstrated professionalism and efficiency in resolving guest complaints, upholding a high standard of customer service excellence
- Conducted interviews and provided comprehensive training for new team members, facilitating their seamless integration into the hotel's operations
- Managed various administrative tasks, including payroll processing, forecasting, and scheduling
- Proficient in utilizing technology platforms such as Opera, Travelclick, Guest Folio, and OTA channels for efficient hotel management
- Orchestrated site tours for potential group clients in collaboration with the Sales Department, actively participating in B2B sales efforts
- Monitored group rooming lists and coordinated arrival packages for large-scale events, such as the World Cup downhill skiing event, which projected revenue of 300k.
Assistant Fairmont Gold Manager
Fairmont Chateau Lake Louise
04.2018 - 10.2019
- Orchestrated a distinctive luxury customer experience for an exclusive offering at Fairmont Hotels, overseeing 59 premium rooms within a resort boasting over 500 rooms
- Upheld a commitment to surpassing guest expectations, ensuring both room and food and beverage offerings consistently exceeded the highest standards of luxury
- Implemented continuous training programs for front-line staff, resulting in the prestigious ranking of #1 Fairmont Gold in service for the Western Region of Canada
- Expertly forecasted weekly occupancy figures for Fairmont Gold, managing peak season occupancy levels ranging between an impressive 85-100% on a daily basis
- Skillfully crafted weekly colleague schedules, aligning staffing levels with occupancy rates and closely monitoring productivity metrics, including key performance indicators (KPIs)
- Addressed guest concerns with the utmost professionalism, seamlessly transforming moments of concern into cherished memories in alignment with the brand's exacting standards.
Fairmont Gold Supervisor
Fairmont Chateau Lake Louise
05.2015 - 04.2018
- Delivered personalized guest interactions, offering exceptional customer service throughout check-in, check-out, and concierge-related tasks, culminating in the prestigious ranking as the #1 Fairmont Gold in service for the Western Region of Canada
- Maintained the exclusive Fairmont Gold lounge, guaranteeing a level of cleanliness that consistently exceeded established standards
- Oversaw the quality of Food and Beverage offerings during breakfast and canapé service, ensuring they consistently met the exacting standards expected of a luxury product
Education
Bachelor of Hospitality -
Vancouver Island University
Nanaimo, BC2015
Diploma - Hotel And Restaurant Management
Conestoga College
Waterloo, ON2013
Skills
Proven track record of prioritizing customer satisfaction through attentive rapport-building and swift, effective response to their requirements
Adept at prompt problem-solving, consistently delivering solutions to ensure an optimal customer experience
Demonstrated proficiency in multitasking and task prioritization, enhancing operational efficiency
Strong analytical skills, applying innovative thinking to formulate action plans and implement processes for operational enhancement
Exceptionally detail-oriented with a keen sense of urgency to meet organizational objectives
Proficient in IT applications including MS Office Suite (Word, Excel, Outlook, PowerPoint), Opera PMS, and NewStar
Certification
Hospitality Management (10+ years)
Customer Service (10+ years)
Mentoring and Leadership (5+ years)
Real Estate Professional (1.5 years)
Timeline
Customer Experience Coordinator
Minto Communities
01.2022 - Current
Front Office Manager
Lake Louise Inn
10.2019 - 12.2021
Assistant Fairmont Gold Manager
Fairmont Chateau Lake Louise
04.2018 - 10.2019
Fairmont Gold Supervisor
Fairmont Chateau Lake Louise
05.2015 - 04.2018
Bachelor of Hospitality -
Vancouver Island University
Diploma - Hotel And Restaurant Management
Conestoga College
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