Emma Berger
Trenton,ON
Summary
Detail-oriented professional with experience providing cleaning services. Skilled in using variety of cleaning products and equipment. Possesses excellent organizational and multi-tasking skills and provides excellent customer service.
Overview
3
3
years of professional experience
Work History
Assistant Hotel Manager
Ramada By Wyndham
03.2023 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Hotel Supervisor
Ramada By Wyndham
10.2022 - 03.2023
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 25 front desk agents housekeeping staff and helped to resolve issues arising during shifts.
- Increased customer service ratings through personable service.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Planned and executed marketing activities to improve property brand and increase revenue.
Front Desk Agent
Ramada By Wyndham
11.2021 - 10.2022
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Housekeeper/Laundry Attendant
Ramada By Wyndham
07.2021 - 11.2021
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Sorted, laundered and put away various laundry items.
Cashier
Tim Hortons
07.2020 - 10.2021
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
High School Diploma -
Quinte Adult Education
Trenton, ON06.2023
Skills
- Accounting Management
- Complaint Resolution
- Inventory Management
- Customer Service
- Time Management
- Interpersonal skills
- Exceptional communication
- Strong multitasking
- Organizational expertise
- Team collaboration
- Attention to detail
- Empathy and understanding
- Reliability
Accomplishments
- Contacted previous guests through email messages with information on events and happenings at the resort, which led to a 35% upswing in business over a six-month period.
- Implemented a new process which cut wait times for checking in by 50%.
- Supervised team of 30 staff members.
- Cleaned and replenished supplies for up to 18 rooms per shift.
Languages
English
Native or Bilingual
Timeline
Assistant Hotel Manager
Ramada By Wyndham
03.2023 - Current
Hotel Supervisor
Ramada By Wyndham
10.2022 - 03.2023
Front Desk Agent
Ramada By Wyndham
11.2021 - 10.2022
Housekeeper/Laundry Attendant
Ramada By Wyndham
07.2021 - 11.2021
Cashier
Tim Hortons
07.2020 - 10.2021
High School Diploma -
Quinte Adult Education
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