Marzie Abolfathi
Summary
Dedicated hospitality professional with 5+ years of experience in guest services and a passion for the travel industry. Skilled in providing exceptional customer service, managing reservations, and coordinating operations. Adept at resolving conflicts and delivering outstanding guest experiences. Based in Whistler. BC, and actively seeking opportunities in Toronto. Prepared to relocate.
Overview
7
7
years of professional experience
Work History
Guest Experience Representative
Four Seasons Resort Whistler
08.2024 - Current
- Consistently provided exceptional hospitality to VIP, elite, high-return, and high-spender guests, contributing to the delivery of personalized, memorable experiences that elevated guest satisfaction and loyalty.
- Liaised effectively with multiple departments to ensure seamless guest experiences, utilizing systems like Golden to track guest preferences and resolve any issues promptly, resulting in consistently positive guest feedback.
- Recognized for outstanding guest service by multiple guests in Four Seasons Medalia, demonstrating a strong commitment to personalized care and exceeding guest expectations.
- Ensured VIP guest arrivals were flawlessly prepared, including personalized itineraries and room assignments tailored to individual preferences, leading to enhanced guest recognition and positive reviews.
Guest Service Representative
The SoHo Hotel & Residences Toronto
11.2023 - 07.2024
- Addressing inquiries and providing exceptional service to guests across four properties: Soho Hotel Toronto, Soho Residence Toronto, SoHo Champagne Ottawa, and SoHo Lisgar Ottawa, contributing to the enhancement of the Iprefered loyalty program.
- Handling reservations through various channels, including emails, online travel platforms (e.g., Booking.com, Expedia), phone calls, and walk-in requests.
- Collaborating with different departments to streamline operations, trained new employees, and maintained inventory balance and check-in/check-out procedures using Opera Cloud.
Student Recruitment/ International Relations
RMC Asia
01.2023 - 05.2024
- Support Prospection-Work: Find leads and conduct introduction meetings with HR managers at potential affiliated hosts.
- Program Coordination: Manage program steps for candidates who have accepted internship offers in hotels, ensuring smooth communication and coordination with hotel hiring managers.
- Student Recruitment: Actively partake in recruitment-related tasks, sales, pre-screening interview of applicants
- Hiring Process Support: Assist in introducing candidates to hiring managers, coordinate hiring interviews,
Customer Support Specialist
Socialprose Media
06.2021 - 08.2023
- Successfully anboard new customers, ensuring a seamless transition and providing
comprehensive support. - Actively engaged with customers to understand their needs, address concems, and
resolve issues promptly, resulting in high customer satisfaction and retention. - Utilized Google Analytics to analyze website traffic, user behavior, and conversion rates.
optimizing website performance and enhancing user experience. - Created compeling and SEO-friendly content for the company's website, improving
search engine rankings and driving organic traffic. Used emal marketing to re-target our
audience - Prepared detailed reports on key performance indicators (KPls), providing valuable
insights to the management team for decision making and process improvement.
Reservation Supervisor
Marina Park Hotel & Resort
06.2020 - 06.2022
- Oversee the daily operations of the Reservations Department, including training, and performance evaluations
- Collaborate with Revenue Management and Front Office teams to maximize room revenue and occupancy through effective reservation strategies
- Monitor and maintain accurate room inventory, rates, and package information across all reservation channels (hotel website, agencies, GDS)
- Ensure exceptional customer service by coaching staff on handling guest inquiries, resolving issues, and meeting service standards
Tour Director
MelikaSeir Travel Agency
04.2018 - 04.2019
- Successfully managed to handle domestic and outbound tours and performed trips for individuals, small groups, and large groups
- Achieved a 100 % client satisfaction rate and used strong interpersonal skills to
communicate with people and local residents - Developed sales and marketing strategies through content creation on the website and social media
Education
Bachelor of Science - Physics
Payame-Noor
Karaj, Iran06-2015
Skills
- Customer Service Communication skills
- Time Management
- Teamwork
- Opera PMS / Opera Cloud
- Business Development skills
- Google Products
- Hanover,Tagscout CRM and Asana
- GA4
- Content Writing and SEO
Timeline
Guest Experience Representative
Four Seasons Resort Whistler
08.2024 - Current
Guest Service Representative
The SoHo Hotel & Residences Toronto
11.2023 - 07.2024
Student Recruitment/ International Relations
RMC Asia
01.2023 - 05.2024
Customer Support Specialist
Socialprose Media
06.2021 - 08.2023
Reservation Supervisor
Marina Park Hotel & Resort
06.2020 - 06.2022
Tour Director
MelikaSeir Travel Agency
04.2018 - 04.2019
Bachelor of Science - Physics
Payame-Noor
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