Gwen Leslie
Uxbridge,Canada
Summary
Enthusiastic and service-driven professional with over 5 years of experience in customer-facing roles across hospitality and tourism. Known for creating positive, welcoming environments where guest satisfaction is the top priority. Skilled in handling high-pressure situations with professionalism and care, always focused on resolving issues and ensuring each customer feels valued. Passionate about connecting with people, delivering personalized service, and going above and beyond to create memorable experiences. Committed to upholding the highest standards of customer care, teamwork, and reliability in every role I take on.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Cafe Barista and Menu Developer
Trail Hub
Uxbridge
04.2025 - Current
- Opening and closing duties
- Cash Handling
- Food and drink preparation
- Crafted and created a unique menu of food and beverages for the company to implement into their new cafe
- Ensured customers are satisfied and happy with their experience
Server and Barista
Oakham Café
Toronto
09.2024 - 04.2025
- Serve handcrafted beverages and food to guests.
- Opening and closing duties, including managing and counting tills, performing cash outs, and tipping out to staff.
- Stock and organize products in the establishment.
- Multitask duties to ensure all tasks are completed effectively while ensuring that guests leave happy with their experience.
Guest Experience Lead
Toronto Metropolitan University
Toronto
05.2024 - 08.2024
- Managed and supported junior positions across three residence buildings at the University.
- De-escalated high-stress situations with customers.
- Cash handling/credit card payments.
- Customer service (checking guests in and out of the residence hotel).
- Administrative and clerical work included creating daily break schedules, responding to emails and answering phone inquiries.
- Mail and package handling included logging, sorting, and organizing incoming and outgoing mail, and ensuring accurate tracking.
Residence Student Desk Facilitator
Summer Residence Hotel
Toronto
09.2023 - 04.2024
- Oversaw residence service desk at Toronto Metropolitan University.
- Access control.
- Worked alongside maintenance and security to resolve building issues.
- Mail and letter sorting, tracking and labeling.
- Responsible for making keys and handling lock-out situations.
- Cash Handling
- Signing in and out mail/packages.
- Learned to work independently and prioritize issues and tasks.
Guest Experience Lead
Toronto Metropolitan University
Toronto
05.2023 - 08.2023
- Managed and supported junior positions across three residence buildings at the University.
- De-escalated high-stress situations with customers.
- Cash handling/credit card payments.
- Customer service (checking guests in and out of the residence hotel).
- Administrative and clerical work included creating daily break schedules, responding to emails and answering phone inquiries.
- Mail and package handling included logging, sorting, and organizing incoming and outgoing mail, and ensuring accurate tracking.
Serving Assistant
Chotto Matte
Toronto
03.2022 - 04.2023
- Assisted serving food and beverages to customers.
- Open and closing duties.
- Communicated well in a team environment to ensure a seamless restaurant experience for customers.
- Became a solutions-oriented individual to overcome challenges in the workplace.
- Supported staff during dinner service, and helped to deal with customer complaints and issues when they arose.
Barista and Server
Main Street Bake House
Stouffville, Ontario
05.2022 - 08.2022
- Learned how to work independently as I was held accountable for the opening and closing of the store.
- Cash handling.
- Enhanced administrative skills by tracking reservations and bookings.
- Made and served handcrafted drinks and food.
- Helped to set up and break down evening events.
- Engaged with customers, creating a pleasant service experience.
- Learned new accounting skills by organizing tip out and till at end of shift.
Hostess
Fishbone by the Lake
Stouffville, Ontario
05.2021 - 08.2021
- Provided customers with excellent customer service in a fast-paced environment where multitasking, attention to detail, and follow-through were key to the success of this position.
- Resolved customer service issues.
- Learned to use OpenTable reservation systems to book guests.
- At the first point of contact for guests at the restaurant, I quickly developed my communication and interpersonal skills and learned to work effectively under pressure.
- Helped to maintain COVID protocols (cleanliness, table rotations, etc.) to ensure the comfort and safety of guests during the pandemic.
- Used my strong, independent judgement to solve problems creatively and proactively.
Customer Service Meal Advisor
M&M Food Market
Uxbridge
04.2020 - 08.2021
- Provided customers with a friendly shopping experience while actively listening to any questions about products and inventory and making suggestions regarding meal ideas. This led to a positive customer experience and additional sales.
- Enhanced selling skills by learning about the products, as well as how to market the food and product inventory.
- POS system, cash handling duties.
- Developed reasoning skills by suggesting products that customers may like to try and enhance their meals.
Education
Bachelor of Commerce - Hospitality And Tourism Management
Toronto Metropolitan University
Toronto, None05-2025
Skills
- Exceptional customer service skills – over 5 years of experience in high-pressure hospitality settings, delivering personalized service to diverse clientele with professionalism and poise
- Strong communication and interpersonal skills – adept at resolving customer concerns, de-escalating conflict, and ensuring guest satisfaction through empathy and quick thinking
- Adaptable and team oriented – thrives in collaborative, fast-paced environments, flexible and calm under pressure, always ready to my teammates and customers
- Safety and compliance awareness – experience working in regulated environments (eg, handling alcohol, COVID protocols, cash handling) with a focus on cleanliness, safety, and accuracy
- Efficient multitasking and problem solving skills- comfortable managing multiple responsibilities during peak hours, while maintaining high standards of service and attention to detail
- CPR and First Aid Certified – trained to respond calmly and effectively in emergency situations, prioritizing safety and care
Accomplishments
University Deans List
Certification
- Smart Serve
- Food Handling
- CPR and First Aid Training
References
References available upon request.
Timeline
Cafe Barista and Menu Developer
Trail Hub
04.2025 - Current
Server and Barista
Oakham Café
09.2024 - 04.2025
Guest Experience Lead
Toronto Metropolitan University
05.2024 - 08.2024
Residence Student Desk Facilitator
Summer Residence Hotel
09.2023 - 04.2024
Guest Experience Lead
Toronto Metropolitan University
05.2023 - 08.2023
Barista and Server
Main Street Bake House
05.2022 - 08.2022
Serving Assistant
Chotto Matte
03.2022 - 04.2023
Hostess
Fishbone by the Lake
05.2021 - 08.2021
Customer Service Meal Advisor
M&M Food Market
04.2020 - 08.2021
Bachelor of Commerce - Hospitality And Tourism Management
Toronto Metropolitan University
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