Karolane Delisle
Jasper,AB
Summary
Experienced working in remote, high-volume, fast-paced, seasonal environments. Demonstrates strong analytical, communication, financial and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Bring a positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Hotel Manager
Pursuit Collection
04.2024 - Current
- Hired and trained new employees, demonstrating the best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Developed and implemented marketing strategies to promote hotel services.
- Monitored and evaluated the performance of personnel to confirm compliance with standards.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Created and managed accurate occupancy forecasts and budgets.
- Worked closely with PM and restoration companies after the Jasper wildfire event.
- Oversaw day-to-day operations of the 68-room hotel with a staff of 30 employees.
Director of Attractions
Pursuit Collection
01.2019 - 05.2024
- Acting GM when GM is offsite.
- Overseeing our attractions (Glacier Adventure and Skywalk), Guest experience, Hotel, Retail, and Staff housing & experience.
- Worked closely with the Director of Operations and Hospitality on ramp up and down of the seasonal operations.
- Managed contractors and site visits during the off-season.
- Embrace green initiatives and a more sustainable way to operate.
- Trained, developed and created succession plan of Icefield leaders.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget, forecast, capital and utilized operational resources.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed customer feedback and identified areas for improvement to drive business success. NPS score YOY improvement.
- Developed and implemented strategies to increase sales and profitability.
- Handled crisis situations effectively and calmly
Guest Experience Manager
Pursuit Collection
10.2017 - 12.2018
- Train, supervise, support and evaluate 30 employees.
- Coach Icefield employees on Pursuit core values and focus on safety
- In charge of employee housing and experience for 206 staff.
- Prepare the hiring process, hire +100 employees per season, organize communication and onboarding process with our People & Culture team
- Created YOY high employee retention.
- Work closely with the Banff team regarding sales, group and individual traveler bookings, weather updates, attraction closures or delays, etc.
- Oversee the logistics of the day-to-day operation and ensure that issues are resolved promptly.
- Managing daily groups and FIT inventory, forecasting and scheduling to utilize the inventory
- Tracking employee’s hours for payroll, keeping track of budget and monitoring monthly sales target, posting weekly schedule
- Making sure that Trip Advisor reviews are answer daily
- Work on the floor and operate point of sales to ensure quality of guest experience.
Hotel Manager
Pursuit Collection
03.2017 - 10.2017
- Train, manage and evaluate 13 employees.
- Keeping employees engaged
- Ensured high-quality service and cleanliness
- Management of room inventory.
- Logistic planning of outsourcing laundry service.
- Labour forecast and budget planning.
- Get quotes from external vendors and purchase hotel items.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Director of Sales & Lodging
Comfort Inn & Suites
01.2015 - 01.2016
- Hire, train, supervise and evaluate 12 employees.
- Create and negotiate customers’ packages.
- Manage customer’s requests and complaints.
- Maintained financial controls, planned business operations, and controlled expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Management of room inventory and pricing
- Host weekly manager’s meeting
- Create group-based contracts; coordinate global customers’ experience
- Ensure good communication between departments
- Work on different schedule.
- Established pricing strategies to maintain competitive pricing and maximize profits.
Driver Guide
Pursuit Collection
01.2012 - 01.2016
- Drive 56-passenger shuttle bus and specialized Ice Explorer
- Drove safely in various weather and road conditions to avoid accidents.
- Inspected vehicles before and after trips to identify maintenance needs and handle regular upkeep.
- Cleaned and maintained vehicles and assessed vehicles for damage after each shift.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
Financial Services Representative
National Bank
01.2013 - 01.2015
- Assist financial advisors with all their requests, take appointments and manage their agendas, greet customers at the counter, respond to inquiries by phone or email, and follow up on mortgage and personal loans.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Maintained updated records of all financial transactions to support traceability.
- Built and established relationships with clientele to improve future business opportunities.
Group & Events Coordinator
Comfort Inn & Suites
01.2013 - 01.2014
Education
Diploma - Event Management
College Lasalle
Montreal, QC2017
Diploma - Administration
Study Center Professionnelles
Saint-Jérôme, QC2012
Diploma - Hospitality
École Hôtelière Des Laurentides
Sainte-Adele, QC2010
Skills
- Team-Oriented
- Guest Experience focus
- Quality Management
- Operational Efficiency
- Strategic Planning & Execution
- Process Improvements
- Logistics Management
- Operational Excellence
- Financial Management & Capital Spending
- Adaptable
Languages
English
Native or Bilingual
French
Native or Bilingual
Software
RTP
Maestro
Solver
Pacific Wizard
Microsoft suite
Timeline
Hotel Manager
Pursuit Collection
04.2024 - Current
Director of Attractions
Pursuit Collection
01.2019 - 05.2024
Guest Experience Manager
Pursuit Collection
10.2017 - 12.2018
Hotel Manager
Pursuit Collection
03.2017 - 10.2017
Director of Sales & Lodging
Comfort Inn & Suites
01.2015 - 01.2016
Financial Services Representative
National Bank
01.2013 - 01.2015
Group & Events Coordinator
Comfort Inn & Suites
01.2013 - 01.2014
Driver Guide
Pursuit Collection
01.2012 - 01.2016
Diploma - Event Management
College Lasalle
Diploma - Administration
Study Center Professionnelles
Diploma - Hospitality
École Hôtelière Des Laurentides
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