Jaspreet Kaur
Summary
Customer service professional with over 5 years of experience delivering exceptional guest experiences in fast-paced hospitality environments. Adept at managing emotionally sensitive situations with empathy, resolving concerns efficiently, and supporting clients with professionalism and care. Known for maintaining composure under pressure, strong multitasking, and fostering customer loyalty. Eager to apply my communication and problem-solving skills in a customer-focused remote role with ICBC.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Experience Expert
JW Marriott Parq Vancouver
07.2024 - Current
- Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Organized special events for guests, promoting memorable experiences during their stays.
- First point of contact for resolving guest issues, including urgent and emotionally sensitive situations.
- Streamlined service processes during peak hours, improving response time and customer satisfaction.
- Communicated with guests via phone, email, and in person with professionalism and empathy.
- Collaborated with departments to resolve complex guest needs and maintain service excellence.
Lead Hostess
The Victor Steak House
09.2023 - 06.2024
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
- Adapted quickly to changing restaurant needs, maintaining composure under pressure and exhibiting excellent problem-solving skills.
- Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
- Managed high call and foot traffic, balancing walk-ins and reservations effectively.
- Handled customer complaints calmly and efficiently, de-escalating tense situations.
- Trained new front-of-house staff on guest communication and service standards.
- Supported management in staffing and shift handovers for operational continuity.
Head Concierge
Securiguard Services
10.2018 - 09.2023
- Enhanced guest experience by promptly addressing inquiries and providing personalized recommendations.
- Created customized itineraries for guests based on individual preferences and needs, enhancing their stay experience.
- Trained and mentored new concierge staff, resulting in a knowledgeable and cohesive team.
- Managed VIP guest requests with discretion, maintaining confidentiality and exceeding expectations.
- Delivered tailored support to VIP guests, managing confidential requests with discretion.
- Answered high volumes of inquiries via phone and email; documented guest preferences.
- Trained and led a team of concierge professionals, maintaining high service standards.
- Created detailed itineraries and responded to guest needs quickly and thoroughly.
Education
Bachelor of Hospitality Management - Hospitality
Acsenda School of Management
03-2023
Skills
- Flexible and Adaptable
- Strong communication skills
- Organizational and Managerial skills
- Exceptional communication
- Typing: 31 WPM (Goal: 35 WPM with 90% accuracy)
- CRM systems, Microsoft Office, POS systems
- Conflict resolution & de-escalation
- Data entry accuracy
- Time management & multitasking
- Adaptable and team-oriented
Accomplishments
Have received various badges of appreciation while working at JW Marriott.
Certification
OFA (Occupational First Aid)
Basics of Computer Applications
Serving it Right
Food safe
Hobbies and Interests
I am highly eager to expand my knowledge and enhance my skills to ensure continuous improvement and superior performance each day. My goal is to stay ahead by acquiring new insights and competencies that contribute to both personal and professional growth.
Timeline
Guest Experience Expert
JW Marriott Parq Vancouver
07.2024 - Current
Lead Hostess
The Victor Steak House
09.2023 - 06.2024
Head Concierge
Securiguard Services
10.2018 - 09.2023
Bachelor of Hospitality Management - Hospitality
Acsenda School of Management
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