Lesley Van Dorsten
Banff,AB
Summary
Skilled Guest Experience Specialist with background in hospitality and customer service. Strong focus on creating positive guest experiences, proficient at handling all aspects of front desk administration, and adept at troubleshooting situations to ensure guest satisfaction. Proven ability to lead teams effectively and maintain high standards of service delivery. Made significant contributions in previous roles by implementing effective strategies for enhancing overall guest experience.
Overview
25
25
years of professional experience
Work History
Lead Guest Experience Specialist
Rocky Mountaineer
Banff, Alberta
06.2017 - Current
- Delivered exceptional customer service to enhance guest experiences on luxury train journeys.
- Resolved guest inquiries and concerns promptly to maintain satisfaction and comfort.
- Coordinated with various departments to facilitate guest bookings and special requests.
- Trained new staff on company policies and service standards for consistent guest interactions.
- Conducted regular safety audits to identify hazards and ensure regulatory compliance.
- Facilitated communication between departments regarding health and safety updates.
- Monitored employee performance related to safety practices and provided feedback when necessary.
Office Manager
Highline Law Office
Banff, AB
09.2001 - 01.2025
- Managed office operations and ensured efficient workflow across all departments.
- Coordinated scheduling for attorneys and staff to optimize meeting times.
- Implemented office policies and procedures to enhance administrative efficiency.
- Supervised administrative staff and provided training on office protocols.
- Oversaw client communication and maintained professional relationships with stakeholders.
- Facilitated vendor relationships and managed supply procurement for the office.
- Maintained filing system for records, correspondence and other documents.
- Assisted in the preparation of financial statements, trust accounting reports and other related documents.
- Managed financial records related to budgeting, forecasting, and other accounting activities.
- Evaluated existing processes within the organization's Trust Accounting department and recommended improvements where necessary.
- Provided guidance and advice on trust accounting procedures.
- Prepared financial statements for trusts in accordance with Generally Accepted Accounting Principles.
Education
High School Diploma -
Wey Valley School
Dorset, England06-1990
Skills
- Guest relations
- Customer service
- Guest orientation
- Booking coordination
- Complaint handling
- Staff training
- Administrative efficiency
- Office management
- Documentation and reporting
- Financial reporting
- Safety audits
- Cash handling experience
- Attention to detail
- Time management
- Effective communication
- Strong interpersonal skills
Affiliations
- Volunteer, 878 Banff/Canmore Air Cadets, Administrative Assistant 1993 to current
Timeline
Lead Guest Experience Specialist
Rocky Mountaineer
06.2017 - Current
Office Manager
Highline Law Office
09.2001 - 01.2025
High School Diploma -
Wey Valley School