Maxwell Oliveira
Front Office Overnight Supervisor
Banff,AB
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Front Office Overnight Supervisor
Fairmont Banff Springs
04.2023 - Current
- Oversaw all night time operations of the hotel, ensuring smooth functioning across all departments
- Implemented and enforced hotel policies and procedures to uphold Fairmont's quality standards and compliance with regulations across the departments by supervising and supporting overnight teams
- Acted as a point of contact for emergencies and handled situations calmly and professionally, ensuring minimal disruption to guests and operations across all businesses
- Handled guest inquiries, requests, and complaints, resolving issues promptly and professionally to ensure a positive guest experience.
- Collaborated with other departments to coordinate cross-functional projects or initiatives, ensuring that all teams were aligned in their efforts to achieve shared organizational objectives
- Conducted comprehensive financial audits, reconciling daily transactions, and revenue reports to ensure accuracy and compliance with financial protocols
- Collaborated with accounting and finance departments to address discrepancies and implement corrective actions as needed
- Enhanced employee performance through regular coaching, training, and constructive feedback sessions
Front Desk Supervisor | Manager On Duty
Best Western Strathmore Inn
03.2019 - 08.2022
- Assisted the general manager in overseeing daily operations, creating employee work schedules, submitting payrolls, monitoring accounts receivable and hiring new hotel staff
- Collaborate with the sales and marketing team to develop strategies to increase revenue and occupancy rates.
- Conduct daily balances, and complete daily entry in management reports
- Led and supervise all departments within the hotel, including front office, housekeeping, food and beverage, maintenance, and guest services.
- Hired, managed, developed and trained staff, established and monitored goals and conducted performance reviews
- Handled customer complaints and anticipated potential problems by reviewing and monitoring operational issues, business flow, and associate performance
- Inspect guest rooms and all other hotel areas for cleanliness and to ensure that the brand protocols are being followed, including preparation for the annual Best Western International Quality Assurance Assessment
Night Audit Supervisor
Best Western Cold Lake Inn
10.2020 - 01.2022
- Task Force experience including Holiday Inn Express and Suites Cold Lake and 9 correlated businesses
- Trained newly-hired colleagues for the front desk and night audit tasks
- Verified front office accounting records for accuracy and, on a daily basis, summarized and compiled information for the hotel’s financial records
- Made daily cash deposits, log payments, monitor and submit daily reports, organize and verify receipts; identified, researched, and corrected discrepancies
- Made, managed and amended hotel reservations.
- Enhanced guest satisfaction by efficiently managing night audit tasks and promptly addressing any concerns or issues.
- Oversaw financial transactions during evening hours, ensuring accurate billing for guests while minimizing errors or discrepancies that could impact revenue collection efforts later on.
- Upheld strict adherence to safety protocols throughout the property during nighttime hours, maintaining a secure environment for both guests and staff members.
- Fostered a positive work environment for night audit staff, promoting teamwork and collaboration while recognizing individual achievements and contributions.
Education
Bachelor of Engineering - Environmental Engineering
State University of Southwestern Bahia
Itapetinga - BA, Brazil 02.2011 - 07.2018
International Undergraduate Student - Environmental Science
University of Northern British Columbia
Prince George - BC, Canada 05.2013 - 05.2014
Skills
Excellent customer service and interpersonal skills - 4 years
Oracle OPERA - Property Management System - 3 years
Performance management - 3 years
Certification
ProServe Liquor Staff Training - Expiry Date 09/06/2027
Timeline
Front Office Overnight Supervisor
Fairmont Banff Springs
04.2023 - Current
Night Audit Supervisor
Best Western Cold Lake Inn
10.2020 - 01.2022
Front Desk Supervisor | Manager On Duty
Best Western Strathmore Inn
03.2019 - 08.2022
International Undergraduate Student - Environmental Science
University of Northern British Columbia
05.2013 - 05.2014
Bachelor of Engineering - Environmental Engineering
State University of Southwestern Bahia
02.2011 - 07.2018