Grazia Cassano
Toronto,ON
Summary
As an organized and dependable candidate, I excel in managing multiple priorities with a positive attitude. I am eager to take on additional responsibilities to ensure the achievement of team goals.
Overview
16
16
years of professional experience
Work History
Donor Services Coordinator
SickKids Foundation
08.2005 - 04.2011
- Partnered with program coordinators to ensure alignment between program goals and available funding sources.
- Provided exceptional customer service to donors by addressing inquiries in a timely manner.
- Implemented targeted outreach strategies for effective communication with potential donors.
- Enhanced donor relations by efficiently managing and updating the donor database.
- Streamlined donation processes for improved donor retention and increased contributions.
- Conducted regular audits of donor information, maintaining accuracy and integrity of data within the system.
Special Occasions Cordinator
SickKids Foundation
08.2005 - 04.2011
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Used job-related software to draft and finalize written correspondence and documentation.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
Group Reservation Coordinator
Toronto Marriott Eaton Centre Hotel
07.2002 - 08.2005
- Implemented a detailed tracking system to monitor room blocks and financial commitments accurately.
- Maximized room utilization by strategically assigning groups based on size, preferences, and special requirements.
- Maintained excellent relationships with clients, providing regular updates on reservation statuses and changes.
- Reduced cancellations and no-shows by developing an effective reminder system for clients.
- Resolved guest concerns promptly and professionally, resulting in positive feedback and repeat business.
- Collaborated with sales teams to upsell event packages and maximize revenue potential.
- Streamlined group reservation processes by implementing an efficient booking system.
- Managed high-volume reservation requests for multiple events, ensuring seamless execution.
- Analyzed historical data to forecast demand patterns and optimize group reservation strategies.
- Increased return visits from corporate customers through exceptional service during their initial stay.
- Improved customer satisfaction with timely and accurate coordination of group reservations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Worked closely with front desk to achieve full occupancy of property.
Front Desk Guest Service Agent
Toronto Marriott Eaton Centre Hotel
06.1995 - 07.2002
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Participated in regular staff meetings, offering valuable input on improving hotel operations and guest services practices.
- Conducted regular inventory checks of front desk supplies, ordering new items as needed to maintain adequate stock levels and ensure seamless daily operations.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
- Consistently received positive feedback from guests on service quality, contributing to an overall boost in hotel reputation.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained new staff members in customer service techniques and hotel operations.
Education
Advanced Diploma - Criminology
Humber College
Toronto, ON05.1995
High School Diploma -
Brother Edmund Rice Secondary School
Toronto, ON06.1992
Skills
- Teamwork capabilities
- Leadership Qualities
- Nonprofit experience
- Donor Relations
- Fundraising expertise
- Training and mentoring
Languages
Italian
Full Professional
Timeline
Donor Services Coordinator
SickKids Foundation
08.2005 - 04.2011
Special Occasions Cordinator
SickKids Foundation
08.2005 - 04.2011
Group Reservation Coordinator
Toronto Marriott Eaton Centre Hotel
07.2002 - 08.2005
Front Desk Guest Service Agent
Toronto Marriott Eaton Centre Hotel
06.1995 - 07.2002
Advanced Diploma - Criminology
Humber College
High School Diploma -
Brother Edmund Rice Secondary School
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