Gurpreet Kaur
Vancouver,BC
Summary
Dynamic leader with a proven track record at JW Marriott, enhancing guest experiences and streamlining operations. Excelled in staff training and operations management, boosting efficiency and guest satisfaction. Skilled in Opera PMS and adept at fostering team growth, I consistently delivered exceptional service, driving notable improvements in operational standards. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
6
6
years of professional experience
Work History
Rooms Operations Supervisor (Night Audit)
JW Marriott Parq/ the DOUGLAS, Autograph Collection
Vancouver, British Columbia
05.2024 - 12.2024
- Monitored hotel occupancy levels and prepared daily revenue reports for management review.
- Alerted professionals of unsafe conditions, suspicious activity, or incidents.
- Audited third party vendors' invoices against actual usage records prior to approval for payment processing.
- Assessed machine tape and report data to determine accurate cash figure.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Evaluated existing processes for night audit operations to identify areas for improvement and make recommendations accordingly.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Resolved any discrepancies or issues related to night audit operations in a timely manner.
- Assisted with training new staff members on proper night audit procedures and protocols.
- Supervised hotel employees during night shift.
- Prepared end-of-month reconciliations between general ledger accounts and point-of-sale.
- Greeted and interacted with guests to assist with check-ins and provide facility and area information.
- Collaborated with other departments such as housekeeping and front desk teams to ensure smooth flow of operations throughout the evening hours.
Rooms Operations Supervisor
JW Marriott Parq/ the DOUGLAS,Autograph Collection
Vancouver, BC
03.2023 - 04.2024
- Assisted with front desk operations during busy seasons including check-ins, check-outs, reservations and payment collections.
- Oversaw day-to-day operations of front desk, housekeeping and concierge services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
- Managed front desk operations including cash handling procedures and credit card processing systems.
- Ensured the safety and security of guests and staff in all areas of the hotel.
- Explained goals and expectations required of trainees.
- Assessed daily workloads, scheduled, and planned daily assignments and oversaw numerous projects.
- Prepared work schedules for associates to promote proper staffing levels.
Guest Experience Expert
JW Marriott. Parq/ the DOUGLAS, Autograph Collection
Vancouver, BC
05.2022 - 11.2022
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Guest Experience Expert
Delta Hotels Grand Okanagan Resort
Kelowna, BC
03.2021 - 03.2022
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
- Excited guests by presenting high-energy and enthusiastic product and service promotions, by quickly meeting customer needs and by following up to confirm outstanding experiences.
- Greeted guests at front desk, by name when possible, warmly offered assistance and went extra mile to answer questions or resolve issues beyond guest expectations.
- Reviewed hotel reservations at beginning of shift, coordinated fulfillment of special guest requests, prepared room keys and collaborated with other departments to fully satisfy customers.
- Made and changed room assignments according to guest requirements.
- Analyzed customer feedback to provide strategic direction to continuously improve overall rating.
Customer Service Agent
Air Canada Express
Kelowna, BC
05.2019 - 12.2021
- check-in processing for outbound fights, issue tickets And luggage claim handling for all travels.
- making boarding announcements, generating flight plans and keeping records of all Flight details.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Investigated and solved routine and complex customer issues to earn repeat business.
Education
PG Advance Diploma in Global Tourism And Hospitality Management - Hospitality Management
North Island College
Courtenay, BC07.2018
Bachelor of Science - Airlines Tourism And Hospitality Management
Punjab Technical University
Punjab India 06.2015
Skills
- Staff training and development
- Workflow optimization
- Proficient in Opera PMS
- Effective multitasking
- Strong leadership
- Operations management
- Complaint handling
- Emergency preparedness
- Housekeeping supervision
- Strategic planning and analysis
- Telephone etiquette
- VIP services
- Property maintenance
- Analytical thinking
- Conflict resolution
- Performance management
- Expectation setting
- Priority management
- Attention to detail
- Documentation and reporting
Languages
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
Timeline
Rooms Operations Supervisor (Night Audit)
JW Marriott Parq/ the DOUGLAS, Autograph Collection
05.2024 - 12.2024
Rooms Operations Supervisor
JW Marriott Parq/ the DOUGLAS,Autograph Collection
03.2023 - 04.2024
Guest Experience Expert
JW Marriott. Parq/ the DOUGLAS, Autograph Collection
05.2022 - 11.2022
Guest Experience Expert
Delta Hotels Grand Okanagan Resort
03.2021 - 03.2022
Customer Service Agent
Air Canada Express
05.2019 - 12.2021
PG Advance Diploma in Global Tourism And Hospitality Management - Hospitality Management
North Island College
Bachelor of Science - Airlines Tourism And Hospitality Management
Punjab Technical University
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