Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Hi, I’m

Emilie Besnard

Courtice,ON
Emilie Besnard

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
years of professional experience
1
Certification

Work History

Keypath Education

Bilingual Admission Advisor
10.2020 - 04.2023

Job overview

  • Communication with prospective students through phone calls, emails or text messages regarding the University of Ottawa and program
  • Followed the departmental and management guidelines for lead management and moved leads through the different statuses in the CRM system
  • Advised students using a consultative process to ensure the student has all the information to make an informed decision about the University and the program
  • Supported students through the admission and registration process
  • Used the database to track student progress and any communication with students
  • Achieved daily metrics surrounding number of calls per day, speed to lead metrics, talk time per day, number of applications per day as set by the manager
  • Communicated industry trends, program nuances and factors, student feedback in internal cross functional meeting and to the marketing team
  • Audited the database regularly to make sure that the student status align with their situation and progress, ensured all leads are being followed up and are tracked accordingly
  • Supported in the forecasting of application and student enrolment forecasts for future terms
  • Worked with the Marketing team to build internal cultivation plans to reengage students
  • Created and hosted program information sessions on a quarterly basis
  • Exceeded goals through effective task prioritization and great work ethic.

Omni King Edward Hotel

Guest Services Manager
01.2015 - 10.2020

Job overview

  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Monitored staff training, scheduling and shift changes.
  • Reviewed upcoming events and planned for expected challenges.
  • Conducted payroll and scheduled for associates in the department.
  • Prepared the housekeeping room assignment occasionally
  • Inspected rooms for VIP and special members on a daily basis
  • Ensured that all arriving and departing guests were treated with maximum courtesy and were served expeditiously.
  • Answered letters of inquiry regarding rates and availability.
  • Know all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
  • Resolved customer's complaint and took proactive action to avoid them in the future.
  • Maintained Front Office supplies inventory using Birchstreet

Omni King Edward Hotel

Guest Experience Supervisor
09.2014 - 01.2015

Job overview

  • Trained and supervised Guest Service Agents to ensure that all standard operating procedures are being met per the Select Guest Program
  • Welcomed Select Guests upon arrival and ensure all their requests and needs are met throughout their stay.
  • Resolved any concerns or issues with Select Guest, communicating any needs or special requests to fellow hotel departments.
  • Maintained Select Guest product inventories.
  • Conducted guestroom inspections prior to Select Guest or VIP arrival.
  • Member of the Hotel Issue Prevention Team, acting as the voice of our Select Guests.
  • Motivated and rewarded employees to improve engagement.

Omni King Edward Hotel

Guest Service Agent
11.2012 - 08.2014

Job overview

  • Checked guest in & out of the hotel.
  • Reviewed front desk logbook for any other information or incidents in order to anticipate the course of the day.
  • Reviewed all arrivals noting any special requests or challenges.
  • Balanced all transactions
  • Handled guest complaints, problems in a polite and helpful manner by using the power of one empowerment.
  • Fully trained for Night Audit, Royal Club Lounge Hostess (VIP lounge) and Ideal Services Agent (Switchboard Operator)
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Participated to the coaching and development of new employee, co-op or trainee at the Front Desk.

Education

Université De Cergy Pontoise
FRANCE

Bachelor of Arts from International Tourism And Hospitality
2011

Skills

  • Bilingual – English and French
  • Very organized and multitask
  • Good knowledge of Spanish
  • Advanced Microsoft office user
  • Experience with CRM/Sharepoint
  • Quick to learn new software
  • Work well under pressure
  • Refined written and oral communication skills
  • Knowledge of Opera, Birchstreet and Synergy
  • Pre-Admission Screening
  • Operations Management
  • Conflict Management

Accomplishments

  • Took the lead in the launch of first online Engineering program from the University of Ottawa
  • Reviewed and revamped Admission SOP for program covered
  • Created new SOP to reengage older business
  • Started 48 students with a goal of 10
  • Weekly top performer of the team in all categories ( average 8h Talk time, 300 number of dials, Interview completed)
  • Participate in the transition to Omni Hotels and Resorts in which Omni ranked us as the flawless transition.
  • Acquired leader of the Quarter in 2016 and 2019
  • Received 95% guest satisfaction and mentioned on Medallia surveys.
  • Member of a Front Office team ranked 3 of all the Omni hotels.
  • Maintained and monitored an upsells program that played integral part in increasing the monthly room revenue

Certification

  • CPR and First Aid Certified
  • Smart Serve Certified

Timeline

Bilingual Admission Advisor

Keypath Education
10.2020 - 04.2023

Guest Services Manager

Omni King Edward Hotel
01.2015 - 10.2020

Guest Experience Supervisor

Omni King Edward Hotel
09.2014 - 01.2015

Guest Service Agent

Omni King Edward Hotel
11.2012 - 08.2014

Université De Cergy Pontoise

Bachelor of Arts from International Tourism And Hospitality

Similar Profiles

CREATE PROFILE
Emilie Besnard