MICHELLE TAFT
Toronto,Canada
Summary
Dynamic, self-motivated professional with 15 years of combined experience in the hospitality and customer service industry. Recognized for building strong client relationships and delivering exceptional guest experiences. A natural leader with a proactive mindset, known for taking initiative and inspiring teams. Skilled in leading diverse teams, cross-departmental collaboration, and executing events with precision. Known for excellent communication and a solutions-oriented approach that ensures smooth operations and consistently exceeds service expectations.
Overview
10
10
years of professional experience
Work History
Concierge
Intercontinental Toronto Centre
Toronto, ON
08.2024 - Current
- Currently developing and refining a curated room service tailored to guest preferences, aimed at enhancing personalized experiences, and increasing guest experience quality.
- Demonstrate a proactive approach by anticipating guest needs and continuously integrating feedback to enhance service quality, and drive higher engagement.
- Efficiently manage daily communication channels, including phone calls, emails, and in-person inquiries, ensuring prompt, accurate, and courteous responses, contributing to seamless operations.
- Provide detailed information on local landmarks, dining options, and transportation alternatives.
- Handle and track packages received via mail and courier on behalf of guests, ensuring proper documentation and timely delivery.
Catering Coordinator
Hotel X Toronto
Toronto, Canada
11.2022 - 07.2023
- Supported catering managers in high-pressure setting, consistently meeting tight deadlines and maintaining high service standards
- Prepared event proposals, client contracts, BEOs, daily reports, menu requests, and blocked event spaces
- Facilitated seamless communication between catering teams and clients, ensuring all event requirements were met and enhancing client satisfaction
- Maintained accurate records with proactive attention to client information updates.
- Introduced clients to available online resources and services to increase convenience
- Responded to incoming phone and email inquiries in a timely manner for catering services
Concierge
Hotel X Toronto
Toronto, Canada
08.2021 - 11.2022
- Acquired extensive knowledge of the premises, nearby venues and businesses to make the most suitable recommendations
- Designed custom guest experiences, ensuring timely and efficient coordination of excursions and events
- Enhanced guest satisfaction by providing personalized recommendations, leading to an increase in positive reviews and returning stays
- Worked closely with local businesses to secure exclusive deals for guests, creating strong partnerships
- Managed guest requests with precision, ensuring seamless experiences and maintaining high standards of service
Guest Service Agent
Hotel X Toronto
Toronto, Canada
07.2018 - 08.2021
- Resolved 150+ weekly guest inquiries via phone and emails, consistently exceeding targets.
- Understood guests' needs and provided them with personalized solutions by suggesting activities and amenities provided by the hotel.
- Trained and mentored onboarded team members while providing strategies for improved learning methods to the leadership team.
- Responded to guest complaints and found the appropriate solution.
Seasonal Customer Care Representative
Indigo Books & Music
Toronto, Canada
10.2017 - 01.2018
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Assisting a large volume of customers with a positive attitude and focus on customer satisfaction
- Provided ongoing support and mentorship to new hires, enhancing team cohesion and performance
Receptionist
Travelers Transportation
Brampton, Canada
02.2017 - 08.2017
- Managed vehicle trip routes for payroll
- Monitored affiliated company statuses for the collections department
- Arranged and confirmed meetings between owner, partners, and clients
Seasonal Guest Service Agent
The Princess Hotel
Tobermory, Canada
06.2015 - 11.2015
- Created memorable guest experiences by addressing inquiries and resolving issues, enhancing guest satisfaction and loyalty
- Monitored guest feedback and identified key areas for service improvement, contributing to higher guest retention rates
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Education
University of Toronto
Toronto, ONHumber College
Etobicoke, ONAdditional Information - Awards Achievements
Nominated for Concierge of the Year Award, The Spirit Awards, Greater Toronto Hotel Association, 2022
Timeline
Concierge
Intercontinental Toronto Centre
08.2024 - Current
Catering Coordinator
Hotel X Toronto
11.2022 - 07.2023
Concierge
Hotel X Toronto
08.2021 - 11.2022
Guest Service Agent
Hotel X Toronto
07.2018 - 08.2021
Seasonal Customer Care Representative
Indigo Books & Music
10.2017 - 01.2018
Receptionist
Travelers Transportation
02.2017 - 08.2017
Seasonal Guest Service Agent
The Princess Hotel
06.2015 - 11.2015
University of Toronto
Humber College
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