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
4
4
years of professional experience
Work History
Housekeeping Coordinator
Delta Hotels By Marriott Toronto
2024.09 - Current
- Streamlined communication between housekeeping staff and hotel management, resulting in improved efficiency and teamwork.
- Reduced guest complaints by effectively coordinating with the housekeeping team to address issues promptly.
- Trained new hires on proper housekeeping procedures, leading to increased consistency in service quality.
- Maintained accurate records of maintenance requests and coordinated with the engineering department to ensure timely repairs or replacements when needed.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Elite Lounge Concierge
Delta Hotels by Marriott Toronto
2022.05 - 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
2020.09 - 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
2021.08 - 2022.05
- 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.
Education
Advanced Diploma - Aviation Business Administration
Seneca College of Applied Arts And Technology
07.2019
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.
- Province of Ontario class “G” driver’s license holder.
- 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
Timeline
Housekeeping Coordinator
Delta Hotels By Marriott Toronto
2024.09 - Current
Elite Lounge Concierge
Delta Hotels by Marriott Toronto
2022.05 - Current
Guest Experience Expert
Toronto Marriott Markham
2021.08 - 2022.05
Digital Marketing Strategist
Self Employed
2020.09 - Current
Advanced Diploma - Aviation Business Administration
Seneca College of Applied Arts And Technology
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