Lesley Macmillan
PORT COQUITLAM,British Columbia
Summary
Detail-oriented with 14 years of experience within Court Services and 7 years in the Hospitality Industry. Adept at managing client expectations, hotel reputation and business needs. Effective multitasker and clear communicator. A passion for providing excellent customer service and facilitating guest satisfaction. Customer-oriented team member with strong background in customer relations and administrative support.
Overview
20
20
years of professional experience
Work History
Court Clerk
Province Of British Columbia
02.2009 - Current
- Maintained court dockets and updated disposition of cases after court hearings and trials.
- Prepared court orders and judgments for signature.
- Provided assistance to attorneys and court personnel in courtroom
- Assisted court in scheduling hearings, meetings and other events to support seamless operations.
- Coordinated courtroom proceedings and enforced adherence to proper procedures.
- Prepared court documents for filing in alignment with established protocols to support compliance.
- Maintained and updated electronic databases to accurately and securely store court documents.
- Performed routine data entry or document management.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
House Keeping Supervisor
Pan Pacific Hotel Vancouver
01.2008 - 02.2009
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and developed improvement plans.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Addressed customer feedback and complaints to maximize satisfaction.
- Established and enforced safety protocols and guidelines for staff.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Collaborated with management to develop long-term strategies for the housekeeping department.
- Monitored staff performance and provided feedback to drive productivity.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Front Desk Supervisor
Pan Pacific Hotel Vancouver
07.2006 - 12.2008
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to hotel amenities with pleasant and helpful demeanor.
- Stored guest valuables in safe and individual boxes for security.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Checked guests in out of hotel, made reservations, and processed payments.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Acting/back up Hotel Night Manager.
Front Desk Agent
Pan Pacific Hotel Vancouver
05.2003 - 06.2006
- Took reservations over phone and in person for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used FIDELIO software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Enforced policies and procedures to increase efficiency.
- Introduced customers to hotel amenities with pleasant and helpful demeanor.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Stored guest valuables in safe and individual boxes for security.
Education
Diploma of International Hotel Management - Hotel Management
International College of Hotel Management
Adelaide, SA Australia09.2005
Skills
- Data Entry
- Exhibit Security
- Clerical Support
- Hospitality, Civil and Criminal computer applications
- Guest Satisfaction
- Safety and Security
- Revenue Enhancement
- Typing 55 wpm
- Checking Reservations
- VIP Guest Relations
- Hospitality Service Expertise
- Hotel Reservation Systems
- Written and Oral Communications
- Listening Skills
- Telephone Etiquette
Timeline
Court Clerk
Province Of British Columbia
02.2009 - Current
House Keeping Supervisor
Pan Pacific Hotel Vancouver
01.2008 - 02.2009
Front Desk Supervisor
Pan Pacific Hotel Vancouver
07.2006 - 12.2008
Front Desk Agent
Pan Pacific Hotel Vancouver
05.2003 - 06.2006
Diploma of International Hotel Management - Hotel Management
International College of Hotel Management
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