Isha Joshi
Cambridge,ON
Summary
Dynamic and service-driven Hospitality Manager, experienced in both senior living communities and upscale hotel environments. Combines the high standards of hotel hospitality with a compassionate, resident-first approach tailored to retirement and assisted living settings. Proven ability to lead and inspire diverse service teams, manage complex front-of-house operations, and create warm, welcoming environments that enhance guest satisfaction. Skilled in staff training, event coordination, guest relations, and operational oversight, with a strong commitment to dignity, empathy, and excellence. Adept at blending efficiency with personal connection to deliver memorable experiences for guests.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hospitality Services Manager
Brightwater Senior Living
06.2024 - Current
- Oversee all aspects of hospitality services including dining, housekeeping, reception, and concierge.
- Create and maintain a warm, welcoming environment that promotes dignity and respect for residents.
- Lead, train, and mentor hospitality staff to ensure exceptional service delivery.
- Coordinate with nursing, wellness, and activities teams to enhance overall resident satisfaction.
- Develop and monitor service quality standards, conducting regular audits and resident satisfaction surveys.
- Manage budgets, vendor contracts, and supply inventory related to hospitality services.
- Address resident concerns and resolve service issues in a timely and empathetic manner.
- Support events and celebrations that foster community and engagement.
Banquet and Event Supervisor
Crowne Plaza Hotel
11.2023 - Current
- Directed and managed banquet functions for 100 to 300 person event.
- Assisted Executive chef in development and updating of the food and beverage menu.
- Aided in crafting diverse menus tailored to the specific requirements of each event.
- Conducted post-event evaluations to assess performance and identify areas for improvement.
- Developed comprehensive training programs for staff to improve service quality and efficiency.
- Conducts inventory checks of alcohol consumption to ensure optimal stock levels are maintained.
- Supervised and mentored kitchen and serving staff.
Restaurant Supervisor
Crowne Plaza Hotel
11.2022 - 11.2023
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Aided in ensuring compliance with health, safety standards, and liquor regulations.
- Provided ongoing coaching for employees, nurturing professional growth opportunities within the organization.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Developed and implemented standard operating procedures to maintain smooth operations.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
Kitchen Shift Leader
Cowne Plaza
02.2022 - 11.2022
- Reduced food waste through effective inventory management and proper storage techniques.
- Performed routine equipment maintenance checks to minimize downtime due to malfunctions or repairs.
- Enhanced customer satisfaction by ensuring timely delivery of high-quality meals.
- Conducted regular staff meetings to address concerns, share updates, and provide ongoing training opportunities.
- Managed food costs successfully by monitoring portion sizes consistently and minimizing spoilage through careful rotation practices.
Customer Service Executive
Amazon
03.2021 - 12.2021
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Front Office Supervisor
The Oberoi Group Of Hotels
02.2020 - 01.2021
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
Front Office Associate
The Oberoi Rajvilas
05.2019 - 12.2020
- Handled Front desk operation for a 65 key room inventory of a luxury hotel.
- Assisted guests in Check-in , check out formalities and ensuring guest satisfaction at all parameters of the hotel.
- Ensuring fulfillment of the set standards for the hotel.
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
Education
Ontario College Graduate Certificate (Post - Grad) - Global Business Management
Conestoga College
Waterloo04-2023
Ontario College Graduate Certificate (Post - Grad) - Global Hospitality Management
Conestoga College
Waterloo, ON12-2022
Bachelor of Arts - Bachelor of Tourism Studies
IGNOU
03.2019
Skills
- Events Planning And Coordination
- Guest/Resident Experience Management
- Skilled in managing shift operations
- Administrative work and Front-of-House Operations
- Staff Training & Development
- Excellent communication and Conflict/Complaint Handling
- Cross-Functional Collaboration
- Performance Evaluation
- Scheduling & Labor Management
Certification
Food Handler Certification
Smart Serve
Timeline
Hospitality Services Manager
Brightwater Senior Living
06.2024 - Current
Banquet and Event Supervisor
Crowne Plaza Hotel
11.2023 - Current
Restaurant Supervisor
Crowne Plaza Hotel
11.2022 - 11.2023
Kitchen Shift Leader
Cowne Plaza
02.2022 - 11.2022
Customer Service Executive
Amazon
03.2021 - 12.2021
Front Office Supervisor
The Oberoi Group Of Hotels
02.2020 - 01.2021
Front Office Associate
The Oberoi Rajvilas
05.2019 - 12.2020
Bachelor of Arts - Bachelor of Tourism Studies
IGNOU
Ontario College Graduate Certificate (Post - Grad) - Global Business Management
Conestoga College
Ontario College Graduate Certificate (Post - Grad) - Global Hospitality Management
Conestoga College
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