LAURA MACDUFFEE
Kingston,ON
Summary
Experienced in busy hotel settings, knowledgeable Guest Service Representative driven and dedicated to delivering exemplary service. Focus on meeting performance objectives and assisting team members. Excel as skilled multi-tasker with expertise in communication, conflict resolution, and providing exceptional service. Positive and proactive approach to every interaction.
Overview
1
1
Certification
Work History
Guest Services Agent
Red Lion Inn Victoria
- Managed the check-in and check-out process
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Collected room deposits, fees, and payments.
- Coordinated with housekeeping, maintenance, and management to ensure guest requests were fulfilled and issues were resolved
- Helped with booking of local excursions
Housekeeping
Red Lion Inn Victoria
- Efficiently cleaned and maintained guest rooms
- Inspected and replenished room amenities, linens, and supplies, ensuring all items were in excellent condition and properly stocked
- Responded to guest requests and inquiries regarding housekeeping services
- Worked closely with other housekeeping staff to ensure timely completion of room assignments and overall cleanliness of the hotel
- Operated laundry equipment, including washers and dryers, to clean linens and towels, and sorted and folded items for use
- Identified maintenance issues in guest rooms and common areas, promptly reporting them to the maintenance team for resolution
Server
Redd's Roadhouse Pub
- Served food and beverages promptly with focused attention to customer needs
- Maintained thorough knowledge of the menu, to effectively answer questions and make recommendations
- Accurately took and processed orders using point-of-sale (POS)
- Worked closely with kitchen staff and other servers to ensure smooth service flow and timely delivery of food and drinks
- Addressed and resolved guest complaints and issues promptly and professionally, enhancing the overall dining experience
- Handled cash and credit transactions and maintained accurate cash drawer balance at the end of each shift
Education
OSSD -
LaSalle Secondary School
General Arts & Science Diploma -
St. Lawrence College
01-2018
Skills
- Customer service
- Computer skills
- Sales skills
- Cultural awareness
- Conflict Resolution
- Cleaning techniques and products
- Safety and sanitation standards
- Food safety knowledge
- Excellent communication and interpersonal skills
- Strong multitasking in a fast-paced environment
- Proficient in using POS
Certification
- WHMIS
- Violence & Harassment
- AODA
- First Aid
- Food Safety
- Smart Serve
Languages
English
Native or Bilingual
Timeline
Guest Services Agent
Red Lion Inn Victoria
Housekeeping
Red Lion Inn Victoria
Server
Redd's Roadhouse Pub
OSSD -
LaSalle Secondary School
General Arts & Science Diploma -
St. Lawrence College
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