FARNAZ RABIEI
Thornhill,Canada
Summary
Dedicated, results-oriented hospitality professional with over five years of experience in Front Office Management and Operations. Recognized for driving guest satisfaction, exceeding enrollment targets, and successfully leading pre-opening hotel initiatives. Passionate about mentoring teams and delivering exceptional service experiences.
Overview
5
5
years of professional experience
Work History
Front Office Manager
Sheraton Parkway Hotel
08.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Lead front office operations, ensuring exceptional guest service and brand standards compliance. - Manage team performance, scheduling, and training for operational excellence.
- Drove measurable improvements in guest satisfaction metrics across Staff Service, Cleanliness, and Elite Appreciation.
- Increased Staff Service scores from 64.5 (Jan) to 84.9 (Nov), averaging 75.6 for the year. - Improved Elite Appreciation to an average of 72.4, peaking at 80.6 (July) and 79.5 (Dec).
- Achieved all-green status in the annual GXP Audit. Championed GXP initiatives including mobile key performance, elite guest recognition, and pre-arrival personalization
Front Office Manager
Aloft Vaughan Mills
07.2023 - 08.2024
- Oversaw front desk operations and Food and Beverage
- Winner (1/15 in North America) of the Marriott Bonvoy Enrollment Competition, achieving 1,342% of the goal.
- Secured 2nd place in Canada's Summer Leisure GSS Competition for 'Intent to Recommend' growth.+
- Achieved Top 5 Mobile Chat Time (4.25 min) across 158 Canadian Marriott Select Service Properties.
- Passed the Brand Standard Audit with a 97.7% score.
Task Force Leader
Aloft Montreal Airport
04.2023 - 05.2023
- Played a key role in the successful reopening of the hotel after a two-year COVID-19 closure.
- Assisted with the recruitment, onboarding, and training of staff across all departments.
- Conducted brand standards training for department heads and leaders to ensure consistency and high-quality service delivery.
- Fostered a culture of learning and professional development within the task force, promoting continuous growth and advancement for all team members.
Hotel Operations Supervisor
Aloft Vaughan Mills
07.2022 - 07.2023
- Supervised daily hotel operations, ensuring high guest satisfaction and efficient processes.
- Supported the Front Office Manager with team hiring, onboarding and training
- Enhanced team productivity by creating schedules, delegating tasks, and monitoring performance.
- Implemented staff training programs to improve service quality
- Streamlined communication between departments by implementing effective LSOP that resulted in smoother daily operations.
Rooms Controller
Ritz Carlton Toronto
07.2021 - 07.2022
- Processed all guest check-ins, activated room keys and secured valid payments.
- Established strong relationships with guests from the pre arrival phase to post departure
- Managed room inventory effectively to minimize overbooking situations.
- Adhered to established service standards and guidelines, ensuring a consistent and positive guest experience across all interactions with the hotel.
- Streamlined room assignment processes for improved operational efficiency and guest experience.
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
Guest Experience Expert
Ritz-Carlton Toronto
08.2020 - 07.2021
- Managed check-in and check-out procedures for guests.
- Maintained accurate and up-to-date records of guest information.
- Responded to guest inquiries to maximize guest satisfaction.
- Worked closely with guests, VIPs, or celebrity, with high degree of respect for privacy.
Guest Service Agent
Aloft Vaughan Mills
03.2020 - 08.2020
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Handled customer complaints to satisfy and retain guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Education
Bachelor of Arts - Hospitality Administration And Management
Ryerson University
Toronto, None05-2023
Timeline
Front Office Manager
Sheraton Parkway Hotel
08.2024 - Current
Front Office Manager
Aloft Vaughan Mills
07.2023 - 08.2024
Task Force Leader
Aloft Montreal Airport
04.2023 - 05.2023
Hotel Operations Supervisor
Aloft Vaughan Mills
07.2022 - 07.2023
Rooms Controller
Ritz Carlton Toronto
07.2021 - 07.2022
Guest Experience Expert
Ritz-Carlton Toronto
08.2020 - 07.2021
Guest Service Agent
Aloft Vaughan Mills
03.2020 - 08.2020
Bachelor of Arts - Hospitality Administration And Management
Ryerson University
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