Jacob Gomes
Toronto
Summary
Accomplished Front Office Supervisor skilled in optimizing guest experiences and operational efficiency. Successfully led teams to resolve over 50 guest escalations monthly while managing a 585-room luxury property. Expertise in staff training, conflict resolution, and cross-department collaboration to consistently elevate service quality.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tenant & Guest Host Supervisor
QuadReal Property Group | Arch Amenities
Toronto
11.2025 - Current
- Trained new hosts on standards, expectations, and procedures; coached for improved performance and service delivery.
- Led daily stand-ups to align team goals and share updates, reinforcing commitment to service excellence.
- Managed schedule changes and coordinated absence coverage to ensure adequate staffing coverage.
- Assigned and oversaw service stations based on building traffic and activity levels.
- Conducted evaluations and implemented corrective actions while providing constructive and positive feedback to enhance team effectiveness.
- Performed secret shopping checks, implementing improvement plans in collaboration with management.
- Enforced uniform grooming and conduct standards; managed uniform inventory and addressed non-compliance issues.
- Supported concierge functions, including check-ins and front-of-house activities, while promoting building amenities.
Front Office Supervisor
InterContinental Toronto Centre
Toronto
08.2022 - 11.2025
- Oversaw front desk operations for 585-room luxury property, managing 100+ check-ins/check-outs daily.
- Maximized guest loyalty scores from 80% to 98% in 1.5 months through strategic initiatives.
- Spearheaded guest loyalty programs, driving monthly acquisition of 40% IHG One Rewards memberships.
- Executed group bookings and room assignments, ensuring alignment with group specifications and maximizing guest satisfaction.
- Streamlined pre-arrival room assignments for special requests, achieving a 100% accommodation rate.
- Maintained industry-leading 90% problem resolution score while handling over 50 guest escalations monthly.
- Managed room allocations for airline crew, ensuring efficient inventory use per contract requirements.
- Collaborated with housekeeping and sales teams to enhance guest experiences through streamlined communication and coordination.
Front Desk Associate
The Oberoi Grand
Kolkata
07.2018 - 01.2019
- Greeted guests to create positive first impressions and deliver exemplary service throughout stays.
- Managed check-in and check-out processes, room assignments, and guest inquiries for seamless experiences.
- Exhibited courteous demeanor, fostering positive guest interactions and overall comfort.
- Maintained professional demeanor, contributing to a welcoming atmosphere that enhanced guest experience.
- Achieved 75% problem resolution score, surpassing department average by 15%, enhancing guest satisfaction.
- Processed payments and handled cash transactions with accuracy and efficiency.
Education
Post Graduate - Hotel & Resort Management
Lambton College
Mississauga, CA05-2023
Bachelor of Arts (Hons) - Hospitality Management
University of West London
London, UK07-2020
Bachelor of Arts - Tourism Studies
Indira Gandhi National Open University
Delhi, IN07-2020
Skills
- Amadeus HOTSOS
- Oracle Opera PMS
- CloudGate Smart Reception VMS
- Front Office Support
- Guest relations
- Scheduling management
- Operational Excellence
- Staff training
- Microsoft Office
- Collaboration
- Communication
- Conflict Resolution
- Guest relations
- Scheduling management
Certification
- Smart Serve Ontario
- Worker Health and Safety Awareness (OHSA)
- WHMIS 2015 (GHS)
- Accessibility of Ontarians with Disabilities (AODA)
- Food Handler Certification (BASICS.fst)
Languages
English
Native/ Bilingual
Hindi
Full Professional
Bengali
Elementary
Timeline
Tenant & Guest Host Supervisor
QuadReal Property Group | Arch Amenities
11.2025 - Current
Front Office Supervisor
InterContinental Toronto Centre
08.2022 - 11.2025
Front Desk Associate
The Oberoi Grand
07.2018 - 01.2019
Post Graduate - Hotel & Resort Management
Lambton College
Bachelor of Arts (Hons) - Hospitality Management
University of West London
Bachelor of Arts - Tourism Studies
Indira Gandhi National Open University