Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Geven Tjitjai

Edmonto,AB

Summary

Dedicated and customer-focused professional with over 5 years of experience in customer service, including over 7 years as a Front Desk Clerk at international hotels, delivering exceptional client care and fostering positive guest experiences. Possesses a solid academic foundation in Criminology and Justice, complemented by hands-on experience in administration, inventory management, and office operations. Proficient in word processing, spreadsheets, and email platforms, with strong organizational skills and a meticulous approach to detail. Proven ability to handle diverse roles effectively, from front desk duties to office management, with a commitment to efficiency, accuracy, and outstanding service delivery.

Overview

7
7
years of professional experience

Work History

Night Auditor/ Switchboard Operator

Fairmont Jasper Park Lodge
04.2024 - 09.2024
  • Conducted nightly audits of hotel financial transactions, ensuring accurate reconciliation of daily reports and guest accounts
  • Provided exceptional guest service during overnight shifts, addressing inquiries, reservations, and service requests
  • Processed and balanced room charges, restaurant bills, and other revenue sources in preparation for next-day operations
  • Operated hotel switchboard, efficiently managing incoming and outgoing calls, messages, and communication between departments
  • Assisted in the check-in/check-out process for late-arriving or early-departing guests
  • Resolved guest complaints and issues, maintaining a calm and professional demeanor at all times
  • Prepared and delivered financial reports to management and other departments as required
  • Collaborated with security personnel to ensure the safety and security of the hotel during overnight hours

Royal Service Agent / Switchboard Operator

Fairmont Jasper Park Lodge
12.2022 - 04.2024
  • Provided exceptional guest service by managing all incoming calls, messages, and guest requests through the switchboard system
  • Assisted in coordinating guest services, room reservations, and special requests to ensure a seamless guest experience
  • Handled multiple lines of communication, including phone calls, emails, and in-person inquiries with professionalism and efficiency
  • Acted as a liaison between guests and various hotel departments (Housekeeping, Maintenance, Concierge) to address concerns or service needs
  • Provided accurate information about hotel amenities, services, and local attractions
  • Maintained records of guest interactions, requests, and concerns using hotel software
  • Resolved guest issues and complaints in a timely manner, ensuring guest satisfaction and adherence to hotel standards

Customer Service Representative

Diversified Staffing Services
10.2022 - 12.2022
  • Provided professional and friendly customer service by addressing client inquiries and resolving issues in a timely manner
  • Managed high-volume inbound and outbound calls, ensuring accuracy and efficiency in handling customer requests
  • Collaborated with internal departments to ensure seamless operations and successful staffing placements
  • Maintained client databases, ensuring all client and employee records were up to date and accurate
  • Assisted in matching clients with suitable job candidates based on their qualifications and requirements
  • Handled sensitive and confidential information with discretion and followed company policies and procedures

Information Officer

Gatestone & Co. Inc: Federal Government Contact Centre
03.2022 - 08.2022
  • Responded to inquiries from Canadian citizens and residents regarding various federal government services, policies, and programs
  • Provided accurate and timely information on topics such as Employment Insurance, Canada Pension Plan, and other government benefits
  • Assisted clients in navigating federal government websites and resources, offering step-by-step guidance to access online services and applications
  • Resolved escalated issues and complaints with a focus on client satisfaction, following federal regulations and policies
  • Maintained confidentiality and adhered to privacy laws while handling sensitive personal information
  • Documented all interactions and case notes in a centralized database, ensuring accuracy and clarity for future reference
  • Collaborated with team members and supervisors to address complex inquiries and improve overall service delivery

Office Manager

Playwrights Guild of Canada
04.2021 - 04.2022
  • Coordinated day-to-day operations of the office, including scheduling meetings, managing correspondence, and organizing office supplies
  • Oversaw budgeting, invoicing, and expense tracking; assisted with payroll and financial reporting
  • Planned and managed logistics for events such as play readings, workshops, and fundraising campaigns
  • Managed membership renewals and communications maintained a database of playwrights and industry professionals and addressed inquiries
  • Assisted with onboarding new employees, maintained staff schedules, and provided support to executive and creative teams
  • Maintained accurate records of membership data, contracts, and office documentation
  • Acted as a liaison between the Guild and external stakeholders, managing correspondence with members, partners, and media outlets
  • Implemented and enforced office procedures to improve efficiency and workflow

Intake

Alexandra Hotel: Shelter Program
08.2017 - 11.2021
  • Greet clients, assess their needs, and verify eligibility for shelter services
  • Conduct interviews and fill out necessary intake forms
  • Enter client information into the database, maintaining accurate and up-to-date records of all clients in accordance with confidentiality and privacy policies
  • Assist clients in distress by providing a calm environment, connecting them with appropriate resources, or contacting emergency services if required
  • Collaborate with social workers, healthcare providers, and other support services to ensure clients receive comprehensive care
  • Serve as a liaison between clients and shelter management, addressing client concerns or questions
  • Prepare daily logs and reports on client status, occupancy, and incidents
  • Ensured safety and security measures were met by performing building rounds
  • Responded to emergency situations involving clients by assessing the situation, presenting, and implementing solutions such as referrals to other agencies e.g., Central Intake, Children’s Aid, Police, EMS, hospitals, hostels, food, clothing, and furniture banks

Night Auditor

Alexandra Hotel
08.2017 - 10.2021
  • Managed late-night hotel operations, including guest check-ins, check-outs, and handling reservations
  • Processed daily financial transactions, reconciled accounts, and prepared end-of-day reports for management
  • Provided exceptional customer service by addressing guest inquiries, complaints, and special requests
  • Maintained security protocols, monitored hotel premises, and ensured guest safety
  • Collaborated with housekeeping and maintenance teams to handle any overnight guest concerns or urgent needs
  • Balanced revenue reports, credit card reconciliations, and cash deposits to ensure accurate bookkeeping
  • Used property management systems (PMS) to track guest reservations and generate nightly audit reports
  • Conducted nightly walk-throughs to ensure the hotel’s overall cleanliness and readiness for the morning shift

Night Auditor

Templar Hotel
10.2018 - 10.2019
  • Conduct nightly audits of financial transactions, ensuring accuracy and compliance with hotel policies
  • Generate and distribute daily financial reports, including revenue, occupancy rates, and accounts receivable
  • Process check-ins and check-outs, providing exceptional customer service to guests during nighttime hours
  • Handle cash management, including balancing the cash drawer and processing payments
  • Resolve guest inquiries and concerns efficiently, maintaining a high level of guest satisfaction
  • Monitor security systems and ensure the safety of the hotel and its guests overnight
  • Collaborate with other departments to address and resolve any operational issues
  • Maintain accurate records of room availability and reservations for the following day

Education

Bachelor’s Degree - Criminology and Justice

University of Ontario Institute of Technology
Oshawa, Ontario
12.2021

Diploma - Community & Justice Service Program

Centennial College
Toronto, Ontario
04.2016

Skills

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • FileMaker
  • SharePoint
  • Administrative Experience
  • Personal Assistant Experience
  • QuickBooks
  • Strong interpersonal skills
  • Highly organized
  • Discretion and Confidentiality
  • Stress Tolerance
  • Transportation information
  • Credit and cash payments
  • Information Protection
  • Time Management
  • Transaction Processing
  • Problem-solving skills
  • File Management
  • Cash Handling
  • Mail and packages
  • Oral and written communications
  • Training and mentoring
  • Reservations
  • Customer Service
  • Opera clouds hotel property management

Languages

English
Full Professional

Timeline

Night Auditor/ Switchboard Operator

Fairmont Jasper Park Lodge
04.2024 - 09.2024

Royal Service Agent / Switchboard Operator

Fairmont Jasper Park Lodge
12.2022 - 04.2024

Customer Service Representative

Diversified Staffing Services
10.2022 - 12.2022

Information Officer

Gatestone & Co. Inc: Federal Government Contact Centre
03.2022 - 08.2022

Office Manager

Playwrights Guild of Canada
04.2021 - 04.2022

Night Auditor

Templar Hotel
10.2018 - 10.2019

Intake

Alexandra Hotel: Shelter Program
08.2017 - 11.2021

Night Auditor

Alexandra Hotel
08.2017 - 10.2021

Diploma - Community & Justice Service Program

Centennial College

Bachelor’s Degree - Criminology and Justice

University of Ontario Institute of Technology

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Geven Tjitjai