PATRICIA DA CONCEICAO
York,Ontario
Summary
I am an experienced Guest Services Manager adept at managing all guest services areas and employees, including chauffeurs, doormen, and call center team members. Forward-thinking and hardworking with a strategic approach to solving diverse issues. Seeking a dynamic and fast-paced position with room for advancement and bringing 4+ years of related experience.
Overview
6
6
years of professional experience
Work History
Guest Services Manager
Crowne Plaza Hotel Toronto Airport
11.2022 - Current
- As a GSM and Manager on Duty, I am responsible for, running reports, and delivering updates on occupancy and revenue. Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Promoting loyalty by signing customers up for rewards programs and encouraging repeat stays through exceptional service.
- Respond to and resolved guest issues or complaints.
- Review completed work to verify consistency, quality, and conformance.
- Monitor employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Provide ongoing training to address staff needs.
- Hotel Experience Champion Support GM to drive overall hotel performance and deliver a cohesive hotel experience for both guests and hotel colleagues.
Front Office Supervisor
Holiday Inn Express & Suites Saskatoon Centre
08.2020 - 10.2021
- Training and coaching new hires, making sure all completed mandatory IHG Training and were also following members to perform daily shift duties, ensuring hotel policies and procedures are adhered to, showing leadership through teamwork and continual agent development and training, completing daily shift reports; make sure pool and other facilities were up to standard, including fixing minor issues
- I was chosen to be the IHG Guest Experience Champion, as such I was responsible for managing the enrolment program, making sure our team achieved the monthly, quarterly, and annual target, distributing the Enrol for Points, participating in the monthly Champions meeting, and sharing the news and updates with the team.
Front Office Supervisor
11.2019 - 08.2020
- Kept a close eye on the front desk to promptly address and resolve issues.
- Fielded complaints from clients and customers and rectified issues.
- Completed employee evaluations and created plans to reward or enhance performance.
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
Guest Services Agent
The Holiday Inn Downtown Saskatoon
, Saskatchewan
01.2019 - 11.2019
- Oversaw reservations received from direct calls and provided room availability information to hotel reservation websites.
- Assisted with luggage by locating luggage carts for use by arriving guests.
- Collected accommodation payments and recorded data pertaining to funds and expenditures.
- Posted appropriate room charges to collect balances due from customers.
- Inspected and documented repairs and improvements to the hotel, verifying the cleanliness and overall appeal of the property.
- Responded to and resolved guest issues or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted guests at check-in, providing information on various services within hotel.
Guest Services Agent
The Travelodge Hotel Saskatoon
12.2018 - 11.2019
- Saskatchewan
- Provide high-quality customer service, to ensure procedures and policies were met as well as to give support to employees, clientele, and other departments
- Among standard tasks as check-in, check-out, reservations, email, and phone call inquiries
- Experienced in Opera PMS software and SharePoint, Office applications (Word, Excel) Training and coaching new hires, making sure company standards and policies were being followed by all cast members
- Make sure the Front Office and Lobby area was clean and tied to guarantee the best guest experience
- In addition to the general front office regular task, I was required to offer support to staff on duty, to training new members, and ensure policies in place were followed as well as to give administrative support to the Front Office Manager, Director of Rooms and General Manager when requested.
Guest Services Agent
Punthill Hotels, Melbourne
, Australia
07.2017 - 10.2018
- Assisted guests at check-in, providing information on various services within the hotel.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Assisted customers by providing hotel information and resolving common complaints.
- Oversaw reservations received from direct calls and provided room availability information to hotel reservation websites.
Education
Front Office Manager Certification, - IHG Online Training -
Diploma - International Business
ILSC Business College
Certificate IV- International Trade -
ILSC Business College
02.2018
Bachelor Degree - International Business
University Nove De Julho
12.2012
Skills
- Language Skills
- Portuguese (Brazil) – Native Speaker
- Guest Services
- Hotel Management
- Complaint Resolution
- Front Desk Operations
- Facilities Management
- Computer Skills
- Operational Efficiency
- Verbal and Written Communication
- Personnel Supervision
- Staff Training
- Payment Processing
References
References can be provided upon request.
Timeline
Guest Services Manager
Crowne Plaza Hotel Toronto Airport
11.2022 - Current
Front Office Supervisor
Holiday Inn Express & Suites Saskatoon Centre
08.2020 - 10.2021
Front Office Supervisor
11.2019 - 08.2020
Guest Services Agent
The Holiday Inn Downtown Saskatoon
01.2019 - 11.2019
Guest Services Agent
The Travelodge Hotel Saskatoon
12.2018 - 11.2019
Guest Services Agent
Punthill Hotels, Melbourne
07.2017 - 10.2018
Front Office Manager Certification, - IHG Online Training -
Diploma - International Business
ILSC Business College
Certificate IV- International Trade -
ILSC Business College
Bachelor Degree - International Business
University Nove De Julho
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