Marie-Christine Poulin

• Trained new staff members on policies and procedures, ensuring consistency in service delivery across the team.
• Organized various events at the lodge for guests'' entertainment, fostering a sense of community among staff members.
• Embassador of the Sip to Sky Heli experience, serving drinks and food on top of mountains while enjoying scenery
• Participated in staff meetings to discuss improvements to guest services and implement new policies or procedures.
• Implemented effective communication strategies between departments, contributing to smooth daily operations.
• Covered time off and supported equine department when needed during off-season.
• Covered time off as cook in the kitchen.
• Maintained staff camp handling housekeeping during off-season for contractors.
• Set up the entire camp for staff arrivals community consisting of 54 residential space for about 75 staff members.

Supervising breakfast and lunch service. Provided ongoing coaching for managers, supervisors and employees, nurturing professional growth opportunities within the team due property knowledge and skills from past accomplishment and experiences.

• Prepared meals from scratch lunch & dinner five days a week for between 5-25 people.
• Disciplined and dedicated to meeting high-quality standards.
• Enhanced customer satisfaction by consistently delivering high-quality culinary creations.
• Regularly updated menu offerings based on customer preferences.
• Applied quality control measures to ensure consistent taste and presentation of dishes.
• Oversaw inventory management, and supply ordering to maintain fully stocked kitchen.

Came back during Covid at 50% occupation.

• Coaching school for entrepreneurs with a total of 35 rooms hosting students and facilitators during the completion of their program.
• Front desk agent. Greeting guest at check-in, ensuring accuracy in reservations, billing, processing payments, and maintaining information updates throughout their stay.
• Upheld high standards, promoting great customer service and assistance to guests.
• Provided coordination and backup support for other departments when necessary.
• Reviewed and updated standard operating procedures for hotel operations.
• Created hotel safety procedures for all departments during Covid-19.

• Managing the bathhouse consisting of five geothermal pools, bar & food service as well as popular mudslide treatment.
• Created a positive work atmosphere by fostering open communication and teamwork among staff members, leading to higher employee satisfaction and retention rates.
• Oversaw daily spa operations addressing any issues promptly to maintain high-quality service standards.

• Napa Valley escape to detox, retox and repeat.
• Pool service restaurant manager in the summer. Fine dining restaurant manager at Solbar including supporting banquet and in-room dining departments.

• Collaborated with Executive Chef and Sous-Chef as a team to operate all-inclusive Relais&Château restaurant in a remote location.
• Managed daily operations to ensure a high level of efficiency, consistency, and quality in both back of house and front of house.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Connect with the guests on a daily basis to ensure satisfaction and check-in on special requests.
• Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
• Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
• Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
• Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
• Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
• Fostered positive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
• Coordinated catering services for private events, delivering memorable experiences.
• Collaborated closely with other departments to ensure delivering quality service all around.

• Served food and beverages promptly with focused attention to customer needs while creating a unique and personable dining experience.
• Demonstrated strong multitasking skills and would support restaurant manager with anything needed.
• Managed closing down the restaurant at the end of the season.

Cover time off from other restaurant supervisors in overall restaurant department; Banquet, Bar, Fine Dining restaurant le Chantignoles & Golf course.

• Greeted guests, sat at tables and brought orders to assist front of house staff.
• Designed overall floorplans and coordinated modifications for events and special reservations.
• Maximized quality assurance by applying LQA standards(Leading Quality Assurance).
• Motivated staff to perform at peak efficiency and quality.
• Handled customer concerns to achieve optimal satisfaction and maintain long-term loyalty with Fairmont Hotels.
• Verified prepared food met standards for quality and quantity before serving to customers.
• Coordinated with catering staff to deliver food services for special events and functions.
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• Coordinated team members with focus on productivity, efficiency and enhancing customer experience mainly on the golf course and banquets.

• Enhanced customer satisfaction by promptly attending to their needs and providing personalized service with attention to detail.
• Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
• Used slow periods to restock supplies, ice, trays, and delivery bags.
• Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
• Arranged and prepared tables for customers to create and offer memorable experiences to guests and set positive tone for entire dining experience.