Pamela Villarama
Burnaby,BC
Summary
Accomplished hospitality professional, focused on influencing leaders to drive results and positive guest experience. Leadership experience in national launches, process and productivity improvements, performance management and curriculum design. Skilled presenter and engaging facilitator, successful at developing and improving training programs for employees at all levels. See similar role with McDonald's Restaurants of Canada Ltd.
Overview
15
15
years of professional experience
Work History
Guest Experience Deployment Consultant
McDonald's Restaurants of Canada Ltd.
07.2017 - Current
- Working cross functionally across multiple departments to develop deployment strategies, along with training tools and resources to activate systems and programs.
- Testing and validating feasibility for pilot projects and national rollouts by identifying opportunities, recommending & implementing solutions.
- Training key stakeholders and staff of various levels within the organization at demonstrations, in-persona and virtual meetings, conferences, and workshops.
- Localizing Global content while developing and maintaining current Canadian operational standards.
Online Marketing Coordinator
Sandman Hotel Group & The Sutton Place Hotel Company Head Office
01.2015 - 07.2017
- Led efforts to increase website and other major online channels to increase website traffic, revenue, improve conversions and ROI.
- Drove revenue and guest loyalty through email & print campaigns.
- Resolved issues through data analytics, strategies, and active listening with staff and guests.
- Trained team members on new hotel services and products to support promotional efforts.
Sales and Marketing Coordinator
Hilton Vancouver Metrotown Hotel
10.2012 - 12.2014
- Implemented marketing strategy, management of social media channels, public relations, website maintenance, and third-party websites.
- Created digital and print marketing such as social content, hotel collateral, in-house advertising, and other promotional materials.
- Coordinated events/trade shows, assisted vendors/media representatives/ and sponsors for press releases and promotions.
- Supported Catering & Sales Team with client contracts and meeting room needs.
Front Office Supervisor
Fairmont Waterfront Hotel
07.2011 - 10.2012
- Supervised and coached staff to maintain brand service standards and industry best practices.
- Set priorities and problem-solved issues for guests/staff, and managed overall hotel operations.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Reviewed guest/staff feedback, and made appropriate business adjustments to meet needs and address concerns.
Night Manager
Delta Vancouver Airport Hotel
09.2008 - 07.2011
- Opened and closed location while monitoring shift changes to uphold operational and service standards.
- Addressed guest concerns by being calm and professional while providing successful solutions.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Trained new and existing staff to provide great guest experience and ensure guest safety.
Education
Hospitality Management Diploma -
Vancouver Community College
Vancouver, BC01.2007
Associate of Arts Degree -
Langara College
Vancouver, BC01.2006
Skills
- Leadership & Supervision
- Creative Problem Solver
- Project Management
- Team Management
- Relationship Building
- Cultural Awareness
- Customer Relations
- Empathetic & Active Listener
- Flexible & Adaptable
- Teamwork & Collaboration
- Inspire & Influence
Languages
English
Native or Bilingual
tagalog
Limited Working
Professional Achievements
McDonald's Restaurants of Canada Ltd.
Canadian ONE Team Award - Recognizes significant achievements by the top cross-functional teams across Canada. Teams can consist of employees from all job bands.
- 2022 McDelivery in the McDonald's App Integration
- 2021 West Digital Team
- 2021 Employee Business Network Steering Committees Team
- 2020 Covid Demonstrator/Operations Procedures Design Team
- 2020 Rapid Response Team
- 2020 West Service Team
- 2019 Best Burger Deployment and Launch Team
Hilton Vancouver Metrotown
- 2013 Directed and choreographed a video to win the "Hilton HHonors - Show Your Canadian Pride National Contest” which improved the staff moral and culture of the hotel.
Additional Information
- Volunteered 10 years with Kababayang Pilipino (non-profit Filipino cultural performing arts group who are dedicated to the promotion and preservation of the Filipino folk heritage through the presentation of authentic Filipino dance, music, song, and drama). Performed throughout British Columbia and 3 European tours (Belgium, Italy, Spain & Portugal) at international dance festivals.
- Inaugural Steering Committee member of The BIPOC Network at McDonald's Restaurant's of Canada Ltd. Driving initiatives, awareness, and educational opportunities to promote Diversity, Equity and Inclusion.
- Enjoys arts and crafts, dancing, aerobics, yoga, and participated in an extreme obstacle race such as The Spartan Race.
Timeline
Guest Experience Deployment Consultant
McDonald's Restaurants of Canada Ltd.
07.2017 - Current
Online Marketing Coordinator
Sandman Hotel Group & The Sutton Place Hotel Company Head Office
01.2015 - 07.2017
Sales and Marketing Coordinator
Hilton Vancouver Metrotown Hotel
10.2012 - 12.2014
Front Office Supervisor
Fairmont Waterfront Hotel
07.2011 - 10.2012
Night Manager
Delta Vancouver Airport Hotel
09.2008 - 07.2011
Hospitality Management Diploma -
Vancouver Community College
Associate of Arts Degree -
Langara College
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