Summary
Overview
Work History
Education
Skills
Timeline
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Scott Hayden

Victoria

Summary

Guest services professional with proven track record in delivering exceptional customer experiences. Adept at managing guest interactions, addressing concerns efficiently, and providing support to team. Known for reliability, adaptability, and focus on collaborative results.

Overview

3
3
years of professional experience

Work History

Guest Services Associate

Victoria Marriott Inner Harbour
03.2023 - Current
  • Processed guest data to print ten daily financial reports and sent completed reports to the management team
  • Answered 30+ electronic and phone enquiries each shift
  • Typed and proofread electronic correspondence to guests and outside vendors with 100% accuracy
  • Persuaded guests to order popular menu items and upsold to increase hotel revenue by 10%
  • Dispatched engineers, housemen and housekeepers to assist with guest issues with a successful resolution rate of 90%
  • Liaised with other members of the Marriott Inner Harbour staff to deliver amenities to the guests and increased customer satisfaction rate to 80%
  • Expedited resolution of 50+ billing disputes applying active listening and diplomacy and upheld company standards of professionalism, resulting in a 90% customer satisfaction rate
  • Managed the lost and found system to track guest belongings and recovered lost items with a 70% success rate
  • Improved the guest experience at the Marriott Inner Harbour by modifying and cancelling 30% of reservations to meet their travel needs

Kitchen Steward

Victoria Marriott Inner Harbour
08.2021 - Current
  • Monitored dishwasher temperature to ensure it operated at 60C
  • Inspected and cleaned 100% of dry goods storage and freezer areas
  • Upgraded kitchen efficiency by 30% by streamlining dishwashing and cleaning processes
  • Cleaned and sanitized 80% of utensils, cookware, dishes and trays to meet guest standards
  • Instituted a regular cleaning schedule for trash/recycling bins
  • Replenished 100% of detergents and other cleaning agents
  • Taught and led novice dishwashers in the kitchen department
  • Reported maintenance problems to the engineering department

Education

Associate of Arts - Hotel And Resort Management

Centennial College of Applied Arts And Technology
Toronto, ON

Skills

  • Reception
  • Record keeping
  • Written communication
  • Data entry proficiency
  • Cleaning and sanitation
  • Complaint handling
  • Patience and composure
  • Proficient in Marsha software
  • Listening skills
  • Food handling proficiency

Timeline

Guest Services Associate

Victoria Marriott Inner Harbour
03.2023 - Current

Kitchen Steward

Victoria Marriott Inner Harbour
08.2021 - Current

Associate of Arts - Hotel And Resort Management

Centennial College of Applied Arts And Technology

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Scott Hayden