Elena Flay
Whistler,Canada
Summary
Dedicated and results-driven professional with a strong commitment to excellence. I bring a proactive and positive attitude to my work, excelling in both individual and collaborative team environments. My passion for delivering exceptional customer service is evident in my experience, particularly in all of my Service Express roles at The Westin Whistler. I am continuously focused on personal and professional development, driven by a desire to learn and contribute to the success of any endeavor.
Overview
8
8
years of professional experience
Work History
Concierge Agent
The Westin Resort & Spa, Whistler
06.2024 - Current
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Collaborated with other hotel departments to ensure smooth operations and consistent communication regarding guest requests.
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Assisted guests with reservations, ensuring a seamless booking experience.
- Provided exceptional customer service by anticipating and addressing guest needs proactively.
- Continuously updated knowledge of local attractions, events, and businesses to provide accurate information to guests.
Guest Services Supervisor
The Westin Resort & Spa Whistler
06.2023 - 06.2024
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction and leading to significant reduction in negative feedback.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Monitored team performance to confirm customer service standards were consistently met.
Guest Services Agent
The Westin Resort & Spa Whistler
11.2021 - 06.2023
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Upheld hotel policies and procedures by providing high level of customer service.
- Created welcoming and comfortable environment for guests.
- Managed check-in and check-out procedures for guests.
- Greeted guests upon arrival by providing warm welcome.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Sales Administrations Assistant
Watt To Wear LTD
10.2018 - 08.2020
- Developed strong relationships with clients by providing timely support and information on products or services.
- Contributed to achieving sales targets through proactive administrative assistance, allowing representatives to focus on closing deals.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Facilities Services Assistant
Clarke Willmott
04.2018 - 10.2018
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
Supermarket Assistant
John Lewis Partnership (Waitrose)
07.2016 - 04.2018
- Supported store operations by assisting with opening or closing procedures as needed.
- Assisted in the training of new employees, sharing best practices and helping them acclimate to their roles quickly.
- Handled cash transactions accurately while adhering to all security protocols for cash handling in place within the store.
- Cross training with multiple departments: Cafe, Cash and Grocery
- Maintaining food hygiene standards to an excellent level
Education
BTEC Extended Diploma - Business Studies - Business Studies
Richard Huish College
Taunton, Somerset06.2017
GCSE - 9 GCSE's Grade A-C
Bishop Fox's Secondary School
Taunton, Somerset06.2015
Skills
- Communication: Exceptional verbal and written communication skills
- Customer Focus: Adept at empathizing with customers, listening to their needs, and resolving issues effectively
- Time Management: Organized with strong time management skills and the ability to prioritize effectively
- Adaptability: Flexible and adaptable to changing environments
- Self-Motivation: Proven self-starter with a strong work ethic
- Team Collaboration: Excellent team player, contributing positively to team dynamics
- Customer service expertise
- Team Supervision
References
Grant Aitchison - Front Office Manager
Email: grant.aitchison@westinwhistler.com
Ph: +1 604 907 1635
Daniel Watt - Director at Watt To Wear
Email: daniel@watttowear.com
Ph: +44 7710 461350
Interests
- Health and Wellbeing
Timeline
Concierge Agent
The Westin Resort & Spa, Whistler
06.2024 - Current
Guest Services Supervisor
The Westin Resort & Spa Whistler
06.2023 - 06.2024
Guest Services Agent
The Westin Resort & Spa Whistler
11.2021 - 06.2023
Sales Administrations Assistant
Watt To Wear LTD
10.2018 - 08.2020
Facilities Services Assistant
Clarke Willmott
04.2018 - 10.2018
Supermarket Assistant
John Lewis Partnership (Waitrose)
07.2016 - 04.2018
BTEC Extended Diploma - Business Studies - Business Studies
Richard Huish College
GCSE - 9 GCSE's Grade A-C
Bishop Fox's Secondary School
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