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, ON12-2024
Certificate - Hospitality Studies
University of Guelph
Guelph, ON10-2021
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
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