Hi, I’m
NATALIE HOWARD
Toronto,Ontario
Summary
I am an extremely hardworking and passionate individual that completely is committed to the company I work for and every tasked assigned to me. I pride myself on being a creative problem solver, and I am always willing to go above and beyond to achieve the best results for both our guests and our company. My eye for detail is proven strong and an extremely valued to the companies I work for. I would love to use my extensive experience in the hospitality industry and help contribute to the success of you and your organization.
Overview
12
years of professional experience
1
Certification
Work History
The Drake Hotel Properties
Guest Experience Manager / Operations Manager
11.2018 - Current
Job overview
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Streamlined front desk operations for improved efficiency.
- Developed relationships with local businesses, resulting in increased referrals and repeat bookings.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting the guest experience.
- Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
- Maximized occupancy rates through strategic rate management during peak seasons or special events within the area.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Island Yacht Club
Payroll + Administrative Assistant | Event Assistant
01.2017 - 09.2019
Job overview
- Fostered a positive work environment by actively participating in team meetings and providing constructive feedback on departmental practices.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Small Town Food Co. & Fat City Blues
Bartender | Server | Supervisor
01.2015 - 01.2017
Williams Landing
Server | Bartender
08.2012 - 01.2015
Education
Algonquin College , Ottawa, Ontario
Business Marketing Diploma, 3 Year Diploma Program
04.2007
Skills
- Exceptional communication
- Property management knowledge
- Sales and Upselling
- Brand representation
- Reservation systems proficiency
- Client Relationship Management
- Guest Services Agent training
- Operations Management
- Guest communication
- Team member development
- Conflict Management
- Front Office Management
- POS System Operation
Accomplishments
- Collaborated + Managed a team of 10 in the development and launch of Opera Cloud at 2 hotel properties.
- Supervised team of 25+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Hotel Revenue Targets by introducing several new systems, Opera Cloud, Intelity, Whistle Messaging, TravelClick, SevenRooms, HiJiffy.
Languages
English
Native or Bilingual
Certification
- Opera Cloud University Training - Expert Level - December 2022- March 2023
- Certified Smart Serve March 2023
Timeline
Guest Experience Manager / Operations Manager
The Drake Hotel Properties
11.2018 - Current
Payroll + Administrative Assistant | Event Assistant
Island Yacht Club
01.2017 - 09.2019
Bartender | Server | Supervisor
Small Town Food Co. & Fat City Blues
01.2015 - 01.2017
Server | Bartender
Williams Landing
08.2012 - 01.2015
Algonquin College
Business Marketing Diploma, 3 Year Diploma Program
- Opera Cloud University Training - Expert Level - December 2022- March 2023
- Certified Smart Serve March 2023
Similar Profiles
Kim MiyamaKim Miyama
Social Sales Manager at Drake Hotel PropertiesSocial Sales Manager at Drake Hotel Properties
Lisa C MillerLisa C Miller
Leasing Specialist at Complete Properties, Drake, Spotted, RealstarLeasing Specialist at Complete Properties, Drake, Spotted, Realstar
Elizabeth WolsfeldElizabeth Wolsfeld
Intern at Drake Properties, LLC Alison ThronIntern at Drake Properties, LLC Alison Thron