Sandra Sanguli
Toronto
Summary
Passionate, seasoned hotel management professional with over 10 years of experience ensuring seamless daily operations. Expertise includes financial management, planning, organizing and directing hotel services such as reception, concierge, food and beverage operations, and housekeeping oversight. Multilingual professional fluent in English and Kiswahili with beginning understanding of French, Mandarin, and Korean.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Ace Hotel Toronto
03.2022 - Current
- 123 rooms and 2750 sq meeting space
- Supervised daily operations and meeting space to meet performance and service targets.
- Maintained organized store environment to enhance customer experience.
- Resolved customer complaints promptly to increase satisfaction levels.
- Conducted regular inventory counts to verify stock levels and anticipate needs.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Assisted in recruiting front office staff to build a well-trained team.
- Balanced daily cash transactions while accurately maintaining financial records for front office.
Guest Service Manager on Duty
Pantages Hotel
10.2019 - 02.2022
- 106 rooms, 6,500 sq meeting space
- Acting as the MOD in absence of the Guest Service Manager
- Set and analyzed room rates based on traffic, season and demand
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization
- Maintains the daily maintenance of room inventory, out of order rooms, and rate strategy in order to achieve optimal levels of revenue
- Recognized top staff contributors through team meetings and employee appreciation events
- Led staff of seventeen in providing guests with superior front desk, housekeeping and maintenance services
- Worked with departments; Food & Beverage and Housekeeping to resolve guest issues and coordinate compensation
Food and Beverage Supervisor
Hilton Toronto
12.2018 - 10.2019
- 600 rooms, 20,000 sq meeting space and 190 seat restaurant
- Responsible for interviewing, hiring, training, scheduling and managing employees
- Supervised food and beverage outlets while maintaining seamless communication
- Proactively identified and solved complex problems that impacted food quality and service
- Ensuring the business complies with health and food safety regulations
- Perform administrative tasks such as managing payroll, writing budgets and event proposal costing
- Purchased inventory including, food and beverage, supplies according to department needs
Event Banquet Specialist
The Butler Did It
10.2017 - 12.2018
- Adapting to new event environments and venues for every shift and performing exponential service
- Inquired about guest satisfaction, anticipated additional needs and happily fulfilled requests
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods
- Guided guests through the event space and provided needed assistance
- Supported other areas of the event as necessary, such as setup, cleanup, prep work and equipment maintenance
- Supervised four or six tables during major events such as Local Grocers Awards and AGO political event for the NDP
Host Supervisor
CRAFT Beer Market
09.2017 - 12.2018
- 536 seats excluding patio space 200 seats
- Greet guests as they arrive at the restaurant, and ensure that a hostess is assigned to them
- Receive reservations over the telephone, through emails, and in person, and ensure that they are properly recorded into the system
- Managed the seating and menu presentation of all clients to make sure that high-quality service is delivered
- Communicated guest concerns to servers and the management ensuring that further incidents are prevented
- Monitored food distribution, ensured meals were delivered to the correct recipients and that guidelines for special diets were followed
Food and Beverage Server
Delta Hotels by Marriott Toronto
03.2018 - 10.2018
- 567 rooms, 21,534 sq meeting space and 200 seat restaurant
- Welcomed and acknowledge all guests in a friendly, service-oriented manner
- Inquired about guest satisfaction, anticipated additional needs and happily fulfilled requests
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods
- Transported all dirty tableware from dining room to dishwashing area for proper cleaning
- Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests
Event Banquet Staff
Hyre StaffMatch Inc. - Techstars
03.2016 - 02.2018
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner
- Inquired about guest satisfaction, anticipated additional needs and happily fulfilled requests
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods
- Guided guests through the event space and provided needed assistance
- Supported other areas of the event as necessary, such as setup, cleanup, prep work and equipment maintenance
- Consistently adhered to quality expectations and standards
Front Desk Supervisor/ Guest Service Representative
Quality Inn Hotel
05.2016 - 05.2017
- 144 rooms, 2000 sq of meeting space
- Provide outstanding customer service to the guests
- Register and checkout hotel guests while ensuring all service standards are followed
- Be knowledgeable about the services available in the hotel
- Answer phones and direct calls to the appropriate area in a confident and friendly manner
- Take hotel reservations, make changes, special requests using the Choice Advantage reservations system
- Knowledgeable about the city, attractions, restaurants and events
- Perform daily duties, follow all safety policies and any other tasks assigned
Operations Assistant Manager / Reservations Manager
E'Terra Eco Estates Villa & Harmony Acres Campground
06.2015 - 05.2016
- Responsible for 100 acre land booking campers reservations via phone calls, emails or walk in customers
- Management of correspondences through answering emails, processing reservations via square or interact e-transfer, cash receipts upon arrival
- Management of changes in reservations in regards to increases, decreases in sales, cancellations and refunds
- Maintain cordial relations with new clients and repeat clients, document problematic clients with CEO
- Managing social media (Twitter/Facebook), focusing on increasing followers through posts as well as pictures, therefore showcasing our property
- Responsible for data entry, accounts payable, and organization of fiscal documents
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
Customer Service Personnel (Cashier, Server, Food Runner)
The Observatory Algonquin College Student's Association
08.2014 - 04.2016
- Delivers extraordinary customer service to all patrons with a positive attitude
- Cooperate with other staff to create a positive work environment that produces a high level of satisfaction among all customers, staff, fellow employees, and clients.
- Ensure that the Observatory is a sanitary, and a safe work environment at all times.
- Assist with monitoring stock and inventory levels for all food and beverage items.
- Follows health, safety and sanitation guidelines for all products
- Follows standards and procedures for cash handling, stocking, temperature logs, maintenance schedules and inventory control
- Must know all menu items, prices and specials
Front Desk Agent
Westin Hotel
09.2013 - 08.2013
- Greeted and registered guests and issued room keys
- Performed concierge services for a 4.4-star, 492-room hotel
- Processed guest payments for room charges, food and beverage charges and phone charges
- Recommended top dining and entertainment options for guests in the Ottawa area
- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
Education
Honours Bachelor - Hospitality & Tourism Management
Algonquin College of Applied Arts And Technology
Ottawa, ON04.2016
Diploma - Hospitality Hotel and Restaurant Management
Algonquin College of Applied Arts And Technology
Ottawa, ON04.2014
Skills
- Exceptional client relations
- Time Management
- Conflict resolution
- Event Planning and Management
- Fast Learner
- Adobe Illustrator, Indesign expert
- Exceptional multi-tasker
- Team Leadership
- Menu Planning
- Training and Development
- MS Office expert
Certification
- Smart Serve License No: 130109472319 2013
- Five Star Reservations System 2014
- Accessible Services for Colleges and Customer Service Standards 2015
- Choice Advantage Reservation System 2016
- YOW Canada Inc Workplace Hazardous Materials Information System 2016
- YOW Canada Inc Ontario Worker Health and Safety Awareness 2016
- Opera Reservation System 2017
- Dine Time Reservation System 2017
- Maestro Reservation System 2019
Timeline
Assistant Front Office Manager
Ace Hotel Toronto
03.2022 - Current
Guest Service Manager on Duty
Pantages Hotel
10.2019 - 02.2022
Food and Beverage Supervisor
Hilton Toronto
12.2018 - 10.2019
Food and Beverage Server
Delta Hotels by Marriott Toronto
03.2018 - 10.2018
Event Banquet Specialist
The Butler Did It
10.2017 - 12.2018
Host Supervisor
CRAFT Beer Market
09.2017 - 12.2018
Front Desk Supervisor/ Guest Service Representative
Quality Inn Hotel
05.2016 - 05.2017
Event Banquet Staff
Hyre StaffMatch Inc. - Techstars
03.2016 - 02.2018
Operations Assistant Manager / Reservations Manager
E'Terra Eco Estates Villa & Harmony Acres Campground
06.2015 - 05.2016
Customer Service Personnel (Cashier, Server, Food Runner)
The Observatory Algonquin College Student's Association
08.2014 - 04.2016
Front Desk Agent
Westin Hotel
09.2013 - 08.2013
Honours Bachelor - Hospitality & Tourism Management
Algonquin College of Applied Arts And Technology
Diploma - Hospitality Hotel and Restaurant Management
Algonquin College of Applied Arts And Technology
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