Polly Keniston
Banff,Canada
Summary
Friendly and detail-oriented hospitality and management professional with experience in luxury service environments, including Fairmont Banff Springs and Big Bear Trading Co. Skilled in guest relations, upselling, and delivering exceptional service in fast-paced, high-volume settings. Known for creating welcoming guest experiences through strong communication, efficiency, and attention to detail. Passionate about hospitality and providing memorable experiences for tourists.
Overview
6
6
years of professional experience
Work History
Assistant store manager
Big Bear Trading Co
10.2025 - Current
- Support daily store operations, ensuring a high standard of customer service.
- Drive sales through strong product knowledge, upselling and customer engagement.
- Assist with staff training, timesheets, supervising team members on shift and allocating job tasks.
- Handle customer complaints professionally and ensuring positive outcomes.
- Supervised daily store operations to ensure optimal customer service and inventory management.
- Trained and mentored staff on sales techniques and product knowledge, enhancing team performance.
Room Attendant
Fairmont Banff Springs
05.2025 - Current
- Deliver high-level housekeeping services, ensuring guest rooms meet luxury standards.
- Maintain exceptional attention to detail across cleaning, bed-making, and bathroom upkeep.
- Provide professional and discreet service while respecting guest privacy and confidentiality.
- Coordinate with maintenance and engineering teams to report and resolve issues promptly.
- Build positive guest interactions through friendly and proactive communication.
Sales Assistant
Big Bear Trading Co
02.2025 - 04.2025
- Delivered friendly and professional customer service in a busy retail environment.
- Assisted customers with product selection, pricing, and recommendations to drive sales.
- Processed transactions efficiently and handled cash accurately.
- Upsold products and contributed to increased in-store revenue.
- Maintained stock levels and organised inventory in the stockroom.
Shift Supervisor / Front of House Staff
Shelter
04.2024 - 01.2025
- Led front-of-house operations in a high-end, hatted restaurant environment.
- Provided detailed menu knowledge, including food descriptions and wine pairings.
- Managed guest seating, reservations, and special requests to ensure smooth service flow.
- Coordinated closely with kitchen staff to optimise efficiency and service quality.
- Resolved guest concerns professionally, ensuring high levels of satisfaction.
Front of House Staff / Bartender
The Goat
11.2023 - 01.2024
- Delivered high-quality service in a busy gastro pub with over 100 covers.
- Prepared and served cocktails, coffees, and a wide range of beverages.
- Supported team members with food running and general service duties.
- Completed opening and closing procedures to maintain operational efficiency.
- Built strong rapport with guests and handled requests promptly and professionally.
Office Assistant / Customer Service
PCS Innotec
07.2023 - 10.2023
- Managed inbound calls and emails, providing prompt and professional customer support.
- Reduced outstanding accounts by actively following up with debtors.
- Processed payments and set up recurring billing arrangements.
- Handled customer enquiries and complaints, delivering effective solutions.
- Maintained accurate financial and customer records.
Customer Service Representative
Comdata
10.2020 - 02.2021
- Supported customers across multiple brands, including retail and e-commerce accounts.
- Assisted with orders, product enquiries, and complaint resolution via phone and email.
- Troubleshot issues efficiently to achieve first-contact resolution.
- Maintained compliance with data protection and privacy regulations.
- Delivered consistently friendly and professional customer service.
Education
Business Studies
Burgate Sixthform
Fordingbridge, UK03-2020
A-Level - Photography
Burgate Sixthform
Fordingbridge, UK03-2020
High School Diploma -
Trafalgar School At Downton
Downton, UK07-2018
Skills
- High-End Customer Service
- Guest Relations & Problem Solving
- Front of House Operations
- Wine Pairing & Cocktail Knowledge
- Sales & Upselling
- Multitasking in Fast-Paced Environments
- Team Collaboration
- Strong Attention to Detail
- Problem-solving
Additional Information
- Valid work permit in Canada until June 2026
- Available to start within two weeks
Timeline
Assistant store manager
Big Bear Trading Co
10.2025 - Current
Room Attendant
Fairmont Banff Springs
05.2025 - Current
Sales Assistant
Big Bear Trading Co
02.2025 - 04.2025
Shift Supervisor / Front of House Staff
Shelter
04.2024 - 01.2025
Front of House Staff / Bartender
The Goat
11.2023 - 01.2024
Office Assistant / Customer Service
PCS Innotec
07.2023 - 10.2023
Customer Service Representative
Comdata
10.2020 - 02.2021
Business Studies
Burgate Sixthform
A-Level - Photography
Burgate Sixthform
High School Diploma -
Trafalgar School At Downton