Genelda Hillier
VIP Services Manager
Toronto
Summary
Professional with strong background in delivering exceptional service in high-demand environments. Possesses excellent interpersonal and problem-solving skills, ensuring seamless experiences for top-tier clients. Highly adaptable team player, known for effectively navigating changing priorities and achieving results. Skilled in customer service, conflict resolution, and relationship management.
Experienced with managing VIP client interactions and crafting personalized service experiences. Utilizes effective communication and problem-solving to ensure client satisfaction and resolve issues promptly. Track record of providing exceptional service and maintaining strong client relationships.
Overview
21
21
years of professional experience
2015
2015
years of post-secondary education
2
2
Languages
Work History
Catering Associate
Culinary Search Group
12.2019 - Current
- Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
- Provided friendly, courteous service to create memorable moments for guests.
- Arranged linens and table settings according to seating plan and event theme.
- Built rapport with guests by engaging in friendly conversation while efficiently preparing their orders.
- Collaborated with colleagues to maintain a clean, organized bar environment for optimal service delivery.
- Efficiently resolved customer complaints or concerns with tact and professionalism, preserving a positive atmosphere.
- Acted as an effective communicator between kitchen staff and front-of-house team members for seamless service.
- Participated in staff training sessions to enhance product knowledge and improve overall team performance.
- Managed inventory effectively, reducing waste and ensuring availability of essential ingredients.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Created attractive bar displays by strategically arranging bottles and glasses.
Private Nanny
Private Family Home
02.2020 - Current
- Adapted caregiving approaches based on individual needs of each child to provide personalized support.
- Prepared healthy, age-appropriate snacks and meals.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Facilitated creative expression through art projects, imaginative play, storytelling sessions, and more.
- Enhanced children''s emotional well-being by providing consistent and nurturing care.
- Oversaw household duties such as light housekeeping tasks or running errands when required.
- Maintained detailed logs of daily activities, milestones achieved, and any behavioral or health concerns that arose during care hours.
- Supported emotional growth by helping children navigate conflicts with empathy and understanding while teaching problem-solving skills.
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Encouraged social interactions through playdates, group outings, and community events.
Event Manager
Independant
03.2017 - Current
- Established and updated work schedules to account
for changing staff levels and expected workloads. - Created strong relationships with clientele through
exceptional event development/ management and
delivery of hospitality services and staff. - Developed new leads for future event staffing and
booking. - Coordinated individual duties after careful
evaluation of each employee's skill level and
knowledge. - Interacted with customers professionally by phone,
email or in-person to provide information and
directed to desired staff members. - Hired, managed, developed and trained staff,
established and monitored goals, conducted
performance reviews and administered salaries for
staff.
Teacher
Satit Bilingual School
01.2017 - 01.2018
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Led daily lessons focusing on development of
student's reading, writing, listening and speaking skills
in the English language. - Successfully met unit outcomes and expectations
with students via strong time management skills and
a student- centered approach to learning. - Demonstrated strong communication skills with
students of various ethnic, racial, and cultural
backgrounds, even where English skills were limited. - Assisted and mentored students after school in
groups of up to eight by reviewing lesson teachings
and applying knowledge to practice. - Created and distributed learning materials such as
worksheets and supplemental activities.
Bartender
Ink Entertainment
01.2005 - 01.2017
- Interacted with clients constantly in a fast passed and demanding environment
- Responded to the needs of clients and effectively generated a repertoire of repeat customers
- Monitored the alcohol intake of clients so as to ensure their well-being and the well-being of other patrons and staff
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Flight Attendant
Zoom Airlines Inc.
01.2006 - 01.2008
- Demonstrated strong communication skills with passengers of various ethnic, racial, and cultural backgrounds, regardless of lack of common language
- Handled uncomfortable and emergency types of situations with confidence and a non-judgemental attitude
- Acted as a guardian to youth under 12 years old to travel destination safely when youth were flying unaccompanied
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Ensured safety and comfort of customers onboard aircraft.
Editor/ Project Advisor
Independent/ Volunteer
01.2011 - 01.2015
- Instructed other students on the process of writing a strong research paper and on the practice of developing a research project. Helped to facilitate their success by regularly editing their work and advising on areas needing improvement
- Re-framed course material in a way that could be more easily understood by peers expressing difficulties with grasping key concepts
Kids Club Associate/Guest Services desk
Gala Resort
01.2004 - 01.2005
- Looked after children aged 2 to 15 and involved them in a variety of learning and play-time activities
- Provided youth with a safe and comfortable environment while their parents engaged in other recreational programs
- Took care of children overnight in the privacy of their parents hotel rooms while parents went out for the evening. This included feeding them, entertaining them, and putting them to bed.
- Greeted guests upon arrival as well as regularly managed special requests of all natures and bookings with tour operators
- Entered guest survey responses into an internal database daily and kept records of all interactions with clients in a log book for future reference
Education
Honours Bachelor of Arts Degree - Cultural Anthropology, Health Policy
York University
Toronto, ONSkills
- Strong communication skills
- Schedule management
- Brand representation
- Experience management
- Table setting
- Beverage preparation
- Hospitality service expertise
- Detail-oriented
- Event planning
- Teaching and leading
- G licensed driver
Timeline
Private Nanny
Private Family Home
02.2020 - Current
Catering Associate
Culinary Search Group
12.2019 - Current
Event Manager
Independant
03.2017 - Current
Teacher
Satit Bilingual School
01.2017 - 01.2018
Editor/ Project Advisor
Independent/ Volunteer
01.2011 - 01.2015
Flight Attendant
Zoom Airlines Inc.
01.2006 - 01.2008
Bartender
Ink Entertainment
01.2005 - 01.2017
Kids Club Associate/Guest Services desk
Gala Resort
01.2004 - 01.2005
Honours Bachelor of Arts Degree - Cultural Anthropology, Health Policy
York University
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