Gabriel Gu
Mississauga,ON
Summary
Hospitality enthusiast with years of front and management experience on hand with front office and restaurant. Always looking for opportunities to grow in the hotel industry. Successfully lead the front desk team to increase guest satisfaction score from 56 to 63.7 in 2022. Achieved employee satisfaction score at 91 for 2022 comparing to 62 in 2021. Worked with various PMS such as Lightspeed, FSPMS & Micros.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Toronto Airport Marriott
07.2022 - Current
- Developed strategies and goals to lead front desk operations to success.
- Maintained positive customer relations by addressing problems head-on and implementing corrective actions.
- Ensure high level of internal communication and maintain open door policy to all questions.
- Ensure guest receive warm and prompt service from arrival to their departure.
- Developed and trained staffs to complete daily tasks correctly & efficiently.
- Monitor cash, debit and credit card transaction on daily basis.
- Completed payrolls and internal performance review.
- Increased Guest Satisfaction by 8% & Staff Satisfaction by 65%.
Front Desk Agent
Toronto Airport Marriott
09.2021 - 06.2022
- Process guest check-in & check-out accurately.
- Collected room deposits, fees, and handle any other related payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Provide information about the property and surrounding areas to guests.
Front Desk Manager
Blue Mountains Resort
09.2019 - 09.2020
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handle guest issues including complaints, disputes and emergency.
- Assist hotel manager to follow up any projects or guest relation cases.
- Conducts staff schedule according to the forecast.
Service Express Agent
Westin Trillium House Blue Mountain
06.2018 - 08.2019
- Greeted guest and process Check-in & Check out according to the hotel standard.
- Answer guest calls and record details for follow-ups.
- Take payments and post accurately to guest accounts.
Restaurant Server
Holiday Inn Guelph
02.2017 - 05.2018
In Room Dining Server (Intern)
The Peninsula Shanghai
05.2016 - 08.2016
Page Boy (Intern)
The Peninsula Shanghai
05.2015 - 08.2015
Education
Post Graduate Diploma - Business Administration
York University
Toronto, ON08.2021
Bachelor of Commerce - Hotel & Food Administration
University of Guelph
Guelph, ON02.2018
Skills
- Problem Solving
- Customer Service
- Staff Management
- Professional Communication
- Property Management System
- Cash & Payroll
- First Aid & CPR
- Workplace Safety Committee
Certification
- Certification in Hotel Industry Analytics
- Certificate in Interview and Hiring
- First Aid and CPR Certificate
- Snart Serve Ontario
Timeline
Front Desk Manager
Toronto Airport Marriott
07.2022 - Current
Front Desk Agent
Toronto Airport Marriott
09.2021 - 06.2022
Front Desk Manager
Blue Mountains Resort
09.2019 - 09.2020
Service Express Agent
Westin Trillium House Blue Mountain
06.2018 - 08.2019
Restaurant Server
Holiday Inn Guelph
02.2017 - 05.2018
In Room Dining Server (Intern)
The Peninsula Shanghai
05.2016 - 08.2016
Page Boy (Intern)
The Peninsula Shanghai
05.2015 - 08.2015
Post Graduate Diploma - Business Administration
York University
Bachelor of Commerce - Hotel & Food Administration
University of Guelph
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