EVA POLLET-VILLARD
Montreal,QC
Summary
Dynamic guest services professional with extensive experience in creating exceptional and memorable guest experiences. Recognized for a proven ability to anticipate needs and deliver customized solutions that enhance satisfaction and loyalty. A dependable team player equipped with strong communication skills and a high degree of adaptability to thrive in fast-paced environments. Committed to fostering positive interactions that contribute to the overall success of the organization.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Guest Experience Ambassador
Four Seasons
05.2025 - 11.2025
- Managed front desk operations, ensuring warm greetings and efficient guest check-ins.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained accurate records of guest information while adhering to confidentiality protocols.
- Collaborated with housekeeping and maintenance teams to streamline room readiness for guests.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Front Desk Receptionist /Group Reservations Coordinator
ITHQ Hotel
09.2023 - 09.2025
- Greeted and assisted guests, ensuring welcoming atmosphere and prompt service.
- Managed phone inquiries, providing accurate information and directing calls efficiently.
- Assisted in check-in and check-out processes, enhancing guest experience through efficient service.
- Handled guest complaints with professionalism, striving for resolution and satisfaction.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
Valet / Lobby Ambassador
Wickaninnish Inn
05.2024 - 09.2024
- Parked and retrieved vehicles efficiently, ensuring customer satisfaction.
- Assisted guests with luggage and directions, enhancing overall customer experience.
- Maintained cleanliness and organization of parking areas, promoting safety and accessibility.
- Communicated effectively with team members to streamline valet operations and reduce wait times.
- Developed strong relationships with repeat customers, fostering loyalty and positive brand perception.
- Built positive customer rapport for courteous, friendly and professional service.
- Answered guest's questions about property amenities and services.
- Managed high-volume situations during peak hours by prioritizing tasks and working closely with colleagues to maintain efficiency.
Server
Mountains Coffee
10.2022 - 06.2023
- Coordinated food and beverage orders with kitchen staff to ensure timely delivery.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Assisted in training new servers on menu items and service protocols.
- Monitored inventory levels of supplies, communicating needs to management for restocking.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Housekeeper
Chalets Xel-Ha
2019 - 2023
- Cleaning of the bathrooms and the bedrooms.
- Guest site visit at the time of arrival.
- Conducted thorough inspections of rooms post-cleaning to guarantee quality assurance and guest satisfaction.
Education
International Hospitality Management Degree -
Institute of Tourism And Hospitality of Quebec
Montreal, QC05-2026
French High School Diploma -
Saint-Joseph Private High School
Thônes, France07-2023
Skills
- Skilled in Microsoft Office tools
- Use of Opera Cloud, Maestro et Opera
- Front desk operations
- Effective communication skills
- Positive brand representation
- Strong empathy
- Complaint handling
- Flexible schedule
Language
Français
Native or Bilingual
English
Full Professional
Certification
- MAPAQ
- Kéroul Training
- Cybersecurity Training
- “100% Welcoming” Training
Timeline
Guest Experience Ambassador
Four Seasons
05.2025 - 11.2025
Valet / Lobby Ambassador
Wickaninnish Inn
05.2024 - 09.2024
Front Desk Receptionist /Group Reservations Coordinator
ITHQ Hotel
09.2023 - 09.2025
Server
Mountains Coffee
10.2022 - 06.2023
Housekeeper
Chalets Xel-Ha
2019 - 2023
International Hospitality Management Degree -
Institute of Tourism And Hospitality of Quebec
French High School Diploma -
Saint-Joseph Private High School