Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Matthew Taylor

ON

Summary

Communicative professional with more than 4 years of expertise in customer service, specifically for high-end hotel chains and clothing brands. Team player provides exceptional guest service. Background in industry positions at resorts where client satisfaction is of utmost importance.

Overview

5
5
years of professional experience

Work History

VIP Concierge

Banff Springs Hotel (Fairmont)
01.2024 - 09.2024
  • Provided personalized assistance to VIP guests, managing special requests including room arrangements, dinner reservations, and activity bookings, primarily for Fairmont Gold members.
  • Provided conicerage services to over 700 rooms, over the phone, email and in-person at the entrance to the hotel.
  • Coordinated guest travel logistics, including flight changes and transportation, ensuring seamless experiences throughout their stay.
  • Delivered tailored guest services by creating custom itineraries, offering expert recommendations on local attractions, and assisting with reservations for dining, activities, and spa services.
  • Collaborated with internal teams to fulfill high-priority guest requests and ensure flawless execution of personalized services.
  • Logged and tracked guest preferences and requests using the ALICE application, ensuring a high level of service and guest satisfaction.
  • Maintained up-to-date knowledge of hotel offerings, local activities, and tourism options to enhance the guest experience.
  • Assisted guests with golf reservations, spa appointments, and other resort activities, ensuring all arrangements were tailored to their needs.

Front Desk Agent

Banff Springs Hotel (Fairmont)
06.2023 - 01.2024
  • Efficiently managed guest check-ins, check-outs, and reservations, ensuring smooth operations in a high-traffic, tourist-driven hotel environment.
  • Responded promptly to guest inquiries and resolved issues, enhancing guest satisfaction and contributing to positive reviews.
  • Coordinated with housekeeping and maintenance teams to ensure rooms were ready on time and special requests were met.
  • Processed payments, including cash, credit, and foreign currencies, maintaining accuracy and attention to detail.
  • Assisted guests with local information, transportation, and bookings for activities, contributing to an enjoyable guest experience in Banff.

Room Attendant

Banff Springs Hotel (Fairmont)
12.2022 - 06.2023
  • Delivered high-standard housekeeping services in a hotel, ensuring guest rooms were spotless and comfortable.
  • Efficiently cleaned and prepared rooms during peak tourist seasons, maintaining a high level of guest satisfaction.
  • Managed guest requests and special room setups, ensuring personalized service in a fast-paced environment.
  • Coordinated with front desk and maintenance teams to address guest needs and ensure timely room turnovers.
  • Replenished amenities and supplies, maintaining the hotel’s luxury standards for room presentation.

Sales Representative

Canada Goose
06.2022 - 02.2023
  • Delivered exceptional customer service to a diverse, international clientele in a high-traffic, tourist-heavy environment, providing expert product knowledge on Canada Goose luxury outerwear and accessories.
  • Maintained and upheld luxury brand standards, ensuring a high-quality shopping experience in alignment with corporate merchandising guidelines.
  • Handled high-volume transactions efficiently, including cash, credit, and foreign currencies, while maintaining accurate sales and inventory records.

Sales Associate Trainer (Men's)

ZARA Canada
10.2021 - 05.2022
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Kept detailed records of daily activities through online customer database.
  • Trained, coached, and mentored new sales associates for maximum performance.

Site Safety Assistant (Contract)

Rosehaven Homes (Rosemar)
05.2021 - 12.2021
  • Helped maintain an organized inventory of PPE supplies, streamlining distribution processes for efficiency.
  • Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
  • Provided health and safety training to employees regarding safety protocols.

Front-End Customer Service Supervisor

Food Basics Grocery Store
04.2019 - 04.2021
  • Assisted in the hiring, training, and onboarding of new front-end staff members to ensure a high level of customer service was maintained.
  • Resolved escalated customer concerns with professionalism, empathy, and swift action to preserve brand reputation.

Education

Bachelor of Science - Health Sciences, Minor in Health And Well-Being

McMaster University
Hamilton, ON
12-2024

Certificate - Hospitality Studies

University of Guelph
Guelph, ON
10-2021

Skills

  • Effective problem solving
  • Exceptional communication
  • Financial Transactions Handling
  • Detail-Oriented Planning

Languages

English
Native or Bilingual
Korean
Professional Working

Timeline

VIP Concierge

Banff Springs Hotel (Fairmont)
01.2024 - 09.2024

Front Desk Agent

Banff Springs Hotel (Fairmont)
06.2023 - 01.2024

Room Attendant

Banff Springs Hotel (Fairmont)
12.2022 - 06.2023

Sales Representative

Canada Goose
06.2022 - 02.2023

Sales Associate Trainer (Men's)

ZARA Canada
10.2021 - 05.2022

Site Safety Assistant (Contract)

Rosehaven Homes (Rosemar)
05.2021 - 12.2021

Front-End Customer Service Supervisor

Food Basics Grocery Store
04.2019 - 04.2021

Bachelor of Science - Health Sciences, Minor in Health And Well-Being

McMaster University

Certificate - Hospitality Studies

University of Guelph
Matthew Taylor