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
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
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
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