Misty Bleu Bergeron
Calgary,AB
Summary
Personable and energetic Front Desk Receptionist with extensive experience in delivering exceptional customer service in a variety of roles. Organized, dependable, and self motivated team player who works well under pressure. Excited to continue enhancing skills in the hospitality industry.
Overview
8
8
years of professional experience
Work History
Manager in Training
Hostelling International
Banff
05.2017 - 12.2022
- Supervise and work alongside Front Desk Agents at a busy hostel with an average of 130 check ins per day
- Train new Front Desk Agents in all aspects of the job; and continue to be accessible to answer questions and solve problems
- Sign up new employees; ensuring all ID, tax, and visa information is filled out correctly and sent to Human Resources
- Use teams to regularly update housekeeping team about check outs, extensions, linen changes, and guest requests
- Be available to all staff to listen, answer questions, address issues, and delegate tasks
- Organize group reservations from start to finish
- Build quotes, make and adjust reservations, handle payments, create customized rooming lists, arrange catering and meeting room requests, and update all department managers
- Developed an AM, PM, General Front Desk, and Groups How-to manual and kept it updated
- Apply relevant service recovery strategies for customer service complaints such as room upgrades or complimentary food or drinks; and ensure the issue is promptly resolved
- Support the Assistant General Manager by completing any additional tasks as required
- Ensured comfort of guests by answering inquiries, suggesting sightseeing itineraries, initiating conversations, resolving conflicts, booking tours, and encouraging guest participation in daily social events
- Possess extensive knowledge of the hostel and surrounding area and keep up to date with changes such as bus schedules, closures, and animal warnings
- Maintain consistent communication with other departments, including housekeeping, Food and Beverage, and Maintenance
- Check that all upcoming reservations are correct and match our system and that modifications or cancellations have been reconciled correctly on Expedia, Hostelworld and Booking.com
- Adjust availability as needed
- Count Cash, make bank deposits, restock the safe, and keep our cash float stocked
- Perform administrative duties including inventory, ordering supplies, completing month end reports, updating and completing daily checklists, and making staff key cards
Reservation and Front Desk Agent
Skyline
Queenstown, New Zealand
03.2015 - 08.2016
- Greet guests from a variety of languages and cultures in a friendly manner, check them in, answer questions, and inform them about the restaurant procedures
- Answer general inquiries, booking requests, amendments, and cancellations by email and by phone
- Make bookings for a variety of activities, including Gondola, Dinner, Kiwi Haka, and Stargazing for both tour groups and individual guests
- Take booking requests from local agents and several hotels
- Manage availability through websites such as RTBS, Respoint, IBIS, Anzcro, Bookme, and Viator
- Maximize restaurant capacity by creating floor plans, arranging tables, and making any necessary changes
- Update kitchen and supervisors regarding restaurant numbers, dietary requirements, and special requests
- Count the till, create floats, and balance them at the end of the night
- Respond patiently and appropriately to any concerns
- Maintain consistent communication with all members of staff including cableway, Sale and Marketing, management, restaurant, and kitchen
- Designated Assistant to the Chief Fire Warden and trained in fire safety and evacuation procedures
All-Rounder
Wildman Wilderness Lodge
09.2014 - 10.2014
- Worked housekeeping, restaurant, bar, and kitchen for a 4.5 star resort
- Thoroughly cleaned and restocked luxury tents and habitats
- Maintained cleanliness of public areas including toilets, pool, bar, and restaurant
- Answered guest inquiries and responded appropriately to guest requests to make their stay as enjoyable as possible
- Spent time to get to know each guest and welcome them to the lodge
- Provided guests with information about surrounding area, and suggested appropriate tours and itineraries
- Created and served both alcoholic and nonalcoholic beverages in bar and restaurant
- Provided a la carte dinner service to guests
Education
Protect and ProServe -
2022
Leadership Development Training - undefined
2019
B.A.Sc, (Honours) - Child, Youth, And Family
University of Guelph
2007
Skills
- Customer Service Focused
- Communication and Interpersonal Skills
- Self Motivated
- Team Player
- Organized
- Front Desk Management
- Cash Handling
- Time Management
Timeline
Manager in Training
Hostelling International
05.2017 - 12.2022
Reservation and Front Desk Agent
Skyline
03.2015 - 08.2016
All-Rounder
Wildman Wilderness Lodge
09.2014 - 10.2014
Protect and ProServe -
Leadership Development Training - undefined
B.A.Sc, (Honours) - Child, Youth, And Family
University of Guelph