Maya Paulo
Brampton,ON
Summary
Results-driven individual who offers years of hospitality skills and experiences. Successful in managing many guest requests and reservations; and possesses strong communication, organization and time management skills—a highly efficient team member who thrives in problem-solving and providing consistently positive interactions with guests.
Overview
11
11
years of professional experience
Work History
Concierge
The Ritz-Carlton, Toronto
02.2024 - Current
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
W Insider
W Hotel
09.2023 - 02.2024
- Collaborated with the Sales team to assist with VIPs and Amenity program; prepared and organized welcome back notes/letters to correspond with any VIP amenities.
- Served as point of contact for guests before arrival, while in-house and after departure.
- Organized and implemented all special needs, personal preferences and amenity distribution in accordance with the department’s standards and procedures
- Collected and provided comprehensive information and coordinated guest requests regarding hotel services, local attractions, concerts, theatre, restaurants, transportation, and any other information of interest
- Answered and processed all guest calls, requests, questions, or concerns.
Guest Experience Host
45 Park Lane - Dorchester Collection
07.2022 - 08.2023
- Anticipated guests' needs and responded to all requests/enquiries knowledgeably and within a reasonable amount of time.
- Delivered front-of-house duties and provided friendly, knowledgeable assistance warmly and professionally.
- Expertly handled complaints and recorded customer feedback to enhance guest experience.
- Greeted guests and facilitated check-in and check-out procedures.
- Managed bookings using Alice software to schedule, cancel and re-arrange numerous appointments and car bookings.
Banquet Server
THE VUE AND CLUBHOUSE
01.2014 - 04.2021
- Maintained customer satisfaction using methods such as timely table check-ins to assess food and beverage needs. Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
- Showcased leadership by resolving customer concerns, implementing action to ensure pleasant dining experience.
- Performed additional tasks to support kitchen and bar staff, ensuring the event ran smoothly.
Education
Bachelor of Commerce - Hospitality And Tourism Management
Humber Institute of Technology And Advanced Learning
Toronto, ON06.2022
Skills
- Hospitality services
- Time management
- Problem-solving skills
- High efficiency
- Flexible
- Integrity
Skills
- Excellent Multitasking
- Telephone Etiquette
- Strong Work Ethic
Timeline
Concierge
The Ritz-Carlton, Toronto
02.2024 - Current
W Insider
W Hotel
09.2023 - 02.2024
Guest Experience Host
45 Park Lane - Dorchester Collection
07.2022 - 08.2023
Banquet Server
THE VUE AND CLUBHOUSE
01.2014 - 04.2021
Bachelor of Commerce - Hospitality And Tourism Management
Humber Institute of Technology And Advanced Learning
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