Marisol Le Monnier
Verdun,QC
Summary
Facilitate tours of international guests with groups of up to fifty passengers Entertain visitors and tourists with various props and signs to maximize engagement. Deliver information through narratives on locations throughout visited area, relaying lesser-known stories for interest. Responsible for the safety of all members of the group by pointing out cracked sidewalks, bad lighting, steps, obstacles and helped as needed. Develop long-term relationships with local partners, including restaurants, cafes, museums, and concert halls so travelers could further explore the city individually. Provide excellent service and attention to customers. Demonstrate self-reliance by meeting and exceeding workflow needs. Recognized by management for providing exceptional customer service.
Hospitality professional prepared for this role with strong background in guest relations and service excellence. Known for consistently delivering outstanding customer experiences, fostering teamwork, and adapting seamlessly to changing needs. Proficient in managing reservations, coordinating events, and ensuring guest satisfaction while maintaining welcoming and efficient environment. Recognized for problem-solving abilities, effective communication, and positive attitude that enhances team morale and operational success.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Hospitality & Logistics
Destination North America
09.2020 - Current
- Meet & Greet Cruise Passengers at YUL Airport
- Desk Agent in charge of logistics for cruise passengers’ transfers to and from the cruise ships and/or hotels varying from 20 to 500 guests at a time.
- Hospitality Desk Agent at various hotels to assist guest before boarding ship
- Inform guests about local attractions
- Assist with boarding coaches to and from airport to pier and/or hotels
Tour Director
Freelance
08.2008 - Current
- Facilitate tours of international guests with groups of up to 50 guests
- Entertain visitors and tourists with various props and signs to maximize engagement
- Deliver information through narratives on locations throughout visited area, relaying lesser-known stories for interest
- Responsible for the safety of all members of the group by pointing out cracked sidewalks, bad lighting, steps, obstacles and helped as needed
- Develop long-term relationships with local partners, including restaurants, cafes, museums, and concert halls so travelers could further explore the city individually
- Provide excellent service and attention to customers
- Demonstrate self-reliance by meeting and exceeding workflow needs
- Recognized by management for providing exceptional customer service
Destination Representative & Supervisor
In the Caribbean
11.1996 - 05.2008
- Greet passengers on arrivals and provide boarding instructions at departures for over 500 guests per week
- Conduct Welcome Briefings for new guests
- Daily visits to guests in various resorts
- Deliver exceptional service to every customer through active engagement, effective listening, and well-developed people skills
- Promote and sell local excursions
- Responsible for money collected following sale of excursions
- Resolve customer complaints and adjust policies to meet changing needs
- Recruit, train, guide team members to offer every passenger top-notch service and assistance Mentored junior team members fostering professional growth within organization.
- Led a team of professionals in providing top-notch customer service and creating memorable experiences for guests
- Optimized resource allocation by effectively managing staff scheduling and delegated daily assignments
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes swiftly.
- Coach and mentor staff members through constructive feedback
- Perform scheduled and surprise inspections of worksites to gauge skill and performance of staff
- Created comprehensive training programs for staff members, enhancing their knowledge about the destinations offered and improving overall service quality levels delivered to clients.
- Supervise airport operations, including arrivals, departures, identifying and addressing concerns promptly
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Manage and process incoming reservations
- Collaborate with sales department and hoteliers to arrange large group hotel bookings for such unique events as destination weddings, incentives, and corporate groups
- Demonstrated strong knowledge of products and packages.
- Promoted and enhanced customer satisfaction by addressing and resolving destination-related issues promptly.
- .Monitored feedback from customers, implementing improvements based on their suggestions and concerns to better understand desires and expectations.
- Complete weekly reports as per established company policies
- Recognized by management for providing exceptional customer service
Education
Certificate in Hotel & Hospitality - Tourism And Hospitality
Algonguin College
Ottawa, ONSkills
- People skills
- Multi-tasking
- Easy learner
- Work under pressure
- Leadership
- Strong organizational skills
- Guest relations
- Professional appearance
- Complaint management
- Reliable and trustworthy
- Hospitality best practices
- Professional attitude
- Multitasking Abilities
- Excellent communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Creative problem solving
References
Available on request
Hobbies and Interests
- One of life's great pleasures is to travel and discover new cultures, music, and cuisine
- I appreciate the arts, cinema, theater, music, and literature
- I am an avid reader
- I love cats
- I volunteer at my neighborhood food bank, and I am a foster home for the SPCA
Training
- Personal protective equipment (PPE) is used in health care settings
- RCR / DEA Level C
- Hand Hygiene
- Maltraitance des personnes âgées
- Cybersecurity
- Sensibilation aux réalitées autochthones
- Chaines de transmission des Infections
- PCI Champion
- Excellence in Customer Service
- Hygiene, Safety & Prevention in Hotel & hospitality
- Sales & Marketing Techniques
- Public Speaking
Frenchresume
Available on request
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Full Professional
Affiliations
- Reseau d'entraidede Verdun
Certification
- First Aid Certification
Interests
- Music
- Volunteering at local animal shelters and rescue organizations
- Volunteering
- Train Travel
- Passionate about balancing physical health with mental and emotional wellness
- I like trying new recipes and food trends
- Historical Exploration
- Reading
- Animal Welfare Advocacy
- Geocaching
Timeline
Hospitality & Logistics
Destination North America
09.2020 - Current
Tour Director
Freelance
08.2008 - Current
Destination Representative & Supervisor
In the Caribbean
11.1996 - 05.2008
Certificate in Hotel & Hospitality - Tourism And Hospitality
Algonguin College
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