Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Matthew Polcz

Alliston

Summary

10+ years experience in Hospitality and Hotel/Revenue Management with a desire to pursue career growth within Hockley Valley Resort. Proven leadership and team synergy abilities focused on delivering unparalleled support to staff and customers. A seasoned and cross-trained Office Management & Administration Professional experienced in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Assistant Front Office Manager

Hockley Valley Resort
02.2019 - Current
  • Oversees operations of Front Desk and Reservations department ensuring adherence to policies and procedures for both guests and staff
  • Coached employees through day-to-day work and complex problems.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Maintain payroll and scheduling while adhering to budgeting structure and forecasting business levels
  • Advanced Revenue Management strategies as well as maintaining 3rd party booking platform room inventories
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Perform probationary performance reviews, as well as partake in corrective and disciplinary actions with team when policy is not adhered to
  • Liaise extra-departmentally to coordinate guest services and resolve operational challenges
  • Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
  • Cross trained in Night Audit functions as well as balancing outlets when necessary
  • Health and Safety committee representative

Night Duty Manager

Hockley Valley Resort
02.2016 - 01.2019
  • Oversees training operations, supervise staff members primarily from Front Office, Babbo, Cabin restaurant, also supervises departments of housekeeping, maintenance and banquets during evening shifts after executive team members have departed
  • Responsible for managing the property as a whole after hours – approximately 20 – 30 staff - in the absence of executive management, reporting to executive team of evening operations
  • Oversees evening functions operating in multiple venues (2 restaurants, 1 bar, various conference rooms)
  • Troubleshoot and remediate any corporate or leisure guest complaints that are brought forward v
  • Point person in emergency situations – power outages, fire alarms, guest or staff injuries

Banquets Lead

Hockley Valley Resort
01.2011 - 01.2016
  • Oversaw staff members when supervisors were not present
  • Ensure staff was upholding company policy in regards to cell phone policy as well as customer service standards
  • Independently set up and tear down banquet hall
  • Assist supervisor/manager in running dinner functions - venue set up, tear down, food service & bar tender

Education

Bachelor of Arts - Geography And Enviro Studies - Urban Planning

McMaster University
Hamilton, ON
2015

Skills

  • Extensively trained and skilled with telephone inquiries /reservations and Customer Relations
  • Time management oriented
  • Business Correspondence
  • Extensive experience in conflict resolution
  • Billing, Invoicing & Scheduling
  • Data Entry
  • Adaptability & Responsiveness
  • Personable team member that promotes positive work environments
  • Oral & Writing Communication - Articulating ideas/information effectively
  • Dedicated in ensuring guest satisfaction
  • Proficient in Microsoft Office, ResortSuite, Shift 4, AdvancedTracker, Medallia Concierge, Bookingcom/Expediaca/Travelzoo/Wagjag Extranets

Certification

First Aid: CPR - Level C Certification - AED

Health & Safety Representative to the Front Office

Paragon Security License

Smart Serve Certified


Timeline

Assistant Front Office Manager

Hockley Valley Resort
02.2019 - Current

Night Duty Manager

Hockley Valley Resort
02.2016 - 01.2019

Banquets Lead

Hockley Valley Resort
01.2011 - 01.2016

Bachelor of Arts - Geography And Enviro Studies - Urban Planning

McMaster University

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Matthew Polcz