Kristy Coleman-Govan
Hamilton
Summary
Experienced hospitality professional with a strong background in guest services, front desk operations, and customer relations across hotel and lifestyle sectors. Proven ability to lead teams, resolve escalated guest issues, and deliver high-quality service in fast-paced environments. Skilled in hotel management systems (Opera, SAP), group bookings, and cross-department coordination. Recognized for a commitment to service excellence and a consistent track record of enhancing guest satisfaction.
Overview
14
14
years of professional experience
Work History
Guest Services Manager
The Waterfront Hotel Downtown Burlington
09.2022 - Current
- Oversaw daily front desk operations, ensuring seamless guest check-ins/outs and exceptional customer service.
- Supervised, trained, and scheduled a team of front desk agents to uphold service standards and enhance guest satisfaction.
- Resolved escalated guest concerns with professionalism and efficiency, improving guest satisfaction scores.
- Collaborated with housekeeping, maintenance, and reservations departments to coordinate room availability and special guest requests.
- Managed VIP and group bookings, personalized services to enhance guest retention.
- Assisted Sales Department with group sales reservations and meetings.
- Utilized hotel management software (e.g., Opera, SAP, Expedia, Booking.com) to manage bookings, billing, and reporting.
Front Desk/Night Audit
The Waterfront Hotel Downtown Burlington
05.2019 - 09.2022
- Greeted guests and responded to guest inquiries, requests, and issues in a timely, personable, and efficient manner to resolve guest concerns.
- Informed customers about payment methods and verified credit card data.
- Liaised with housekeeping staff to ensure all rooms were clean and ready to accommodate new guest arrivals.
- Provided information about hotel, restaurant, nearby attractions, available rooms, rates, and amenities.
- Reviewed items of note to determine what needed to be communicated to staff of subsequent shifts.
Lifestyle Consultant
Aspire Lifestyles
10.2016 - 04.2019
- Answered calls and emails from high valued clientele using a variety of systems.
- Booked reservations/tours/meetings/tickets for clientele on a customized basis.
- Handled all calls and responsibilities in a fast paced and accurate manner.
- Planned and created travel itineraries to pristine accuracy.
- Followed up on outstanding requests to attempt positive results.
- Dealt with any negative commentary in a professional manner to ensure client satisfaction as the end result.
Front Desk Agent/Night Audit
Best Western London Airport Inn
08.2015 - 07.2016
- Answered questions over the phone and directed calls as needed.
- Took reservations via walk-in/over the phone.
- Handled check-in’s and check-outs with speed and accuracy.
- Patrolled premises during night shifts to ensure safety of guests.
- Completed night audit process using Nitevision.
Customer Service Representative
Domino’s Pizza
08.2014 - 11.2015
- Took customers’ orders via walk-in/telephone.
- Made customized pizzas and sides according to specific orders.
- Cleaned and maintained a safe workspace.
Ticket Taker/Usher
Budweiser Gardens
08.2013 - 11.2013
- Responsible for ensuring that guests safely find their seats and act in a respectful manner.
- Distributing and cleaning of flyers and belongings.
Student Feeder
Blackadar Nursing Home
10.2011 - 07.2012
- Feeding residents who need assistance.
- Cleaning up after dinner.
- Handing out snack to those who want it/are able.
Education
Hospitality Management
Fanshawe College of Applied Arts And Technology
London, ON05-2015
Human Services
Fanshawe College of Applied Arts And Technology
London, ON05-2013
High School Diploma -
Parkside High School
Dundas, ON06-2011
Skills
- Customer Service
- Multitasking Proficiency
- Customer Satisfaction
- Exceptional Communication
- Staff Training & Development
- Team Management
- Complaint Resolution
- Budgeting & Financial Management
- Sales and Upselling
Accomplishments
- Member of the “Aspire Mentoring Team” (2018)
- Elected Manager of Hospitality Gala at Fanshawe College (2014)
- Recipient: Royal Canadian Legion Community Service Award (2012)
- Completed the “Youth Leadership and Diversity Conference” (YLDC) at Hillsdale College, Michigan (July 2010)
- Attended “Junior Civitan International” conference in U.S.A (June 2010&2011)
- “President of the Year” award, received two years in a row (2011&2012)
Timeline
Guest Services Manager
The Waterfront Hotel Downtown Burlington
09.2022 - Current
Front Desk/Night Audit
The Waterfront Hotel Downtown Burlington
05.2019 - 09.2022
Lifestyle Consultant
Aspire Lifestyles
10.2016 - 04.2019
Front Desk Agent/Night Audit
Best Western London Airport Inn
08.2015 - 07.2016
Customer Service Representative
Domino’s Pizza
08.2014 - 11.2015
Ticket Taker/Usher
Budweiser Gardens
08.2013 - 11.2013
Student Feeder
Blackadar Nursing Home
10.2011 - 07.2012
Hospitality Management
Fanshawe College of Applied Arts And Technology
Human Services
Fanshawe College of Applied Arts And Technology
High School Diploma -
Parkside High School
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