Kevin Lapid
Toronto,Ontario
Summary
Helpful professional with drive to provide a 14-year experience of remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
8
8
years of professional experience
Work History
Elite Lounge Concierge
Delta Hotels by Marriott Toronto
05.2022 - Current
- Displays enthusiasm and promoted excellent service to guests, successfully increasing referrals, and recommendations.
- Excelled at multitasking; simultaneously managed multiple responsibilities such as greeting guests, answering inquiries, monitoring inventory levels, and overseeing general lounge upkeep as needed.
- Managed inventory effectively, reducing waste while ensuring availability of all necessary items for guest enjoyment.
- Exceeded guest satisfaction standards by anticipating guest’s expectations.
- Assisted in training new Club Lounge Attendants for seamless integration into the team and high-quality service delivery.
Digital Marketing Strategist
Self Employed
09.2020 - Current
- Optimized email marketing efforts through A/B testing, segmentation, and personalized messaging.
- Maintained up-to-date knowledge of industry best practices by attending conferences, workshops, and webinars to stay ahead of emerging trends in digital marketing strategy development.
- Managed social media platforms for optimal engagement, sharing relevant content that resonated with the target audience.
- Identified appropriate marketing channels and target customers for campaigns.
Guest Experience Expert
Toronto Marriott Markham
08.2021 - 05.2022
- Responded to inquiries and concerns received from guests across various communication channels such as telephone, e-mail, mobile chat, and walk-in guests.
- Assisted hotel guests via chat or phone with requests for invoice copies and explanation of folios.
- Collected room deposits, fees, and payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Modified and oversees guest/s billing discrepancies.
- Reported guest incidents and issues and informs management of urgent or sensitive issues.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Improved billing accuracy by conducting thorough audits and identifying discrepancies in guest folios.
Guest Environment Expert
Delta Hotels by Marriott Toronto
08.2016 - 08.2021
- Trains newly hired room attendants on company policies, cleaning procedures, and customer service techniques.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
Education
Advanced Diploma - Aviation Business Administration
Seneca College of Applied Arts And Technology
Toronto, ON07.2019
Skills
- Strong written and verbal communication
- Ability to adapt to various work environments
- Highly motivated and flexible to new challenges
- Excellent team player with a focus on commitment
- Knowledge of Customer relations
- Exceptional time management
- Focused and detail-oriented
- Social media, web, and tech-savvy require little to no training
- Smart Serve certified
- Proficient user of Microsoft Office, Google Suite, and Mac OS
- Experience working with OPERA PMS
- Knowledge of Oracle Fusion Cloud Human Capital Management (HCM)
Languages
English
Full Professional
Tagalog
Native or Bilingual
References
Available upon request
Timeline
Elite Lounge Concierge
Delta Hotels by Marriott Toronto
05.2022 - Current
Guest Experience Expert
Toronto Marriott Markham
08.2021 - 05.2022
Digital Marketing Strategist
Self Employed
09.2020 - Current
Guest Environment Expert
Delta Hotels by Marriott Toronto
08.2016 - 08.2021
Advanced Diploma - Aviation Business Administration
Seneca College of Applied Arts And Technology
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