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
Port Coquitlam, BC
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
Vancouver, BC
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
Vancouver, BC
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
Vancouver, BC
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