Silvana Manning

I reported to the Executive Director, my key role was to oversee and direct all operations
related to food service, laundry, housekeeping and maintenance department. We had 11 locations all
over New Brunswick all under my management.
Understood use cases and workflows to continually assess systems, best practices, tool quality, and suggested areas of improvements.

• Reduced customer complaints by improving communication channels and delivering timely solutions.
• Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
• Championed employee engagement activities, fostering a positive work culture focused on collaboration and continuous learning.
• Provided guidance during crisis situations, swiftly resolving issues while minimizing potential negative impacts on operations or reputation.
• Managed budgets effectively, ensuring the optimal allocation of resources across various projects and initiatives.
• Coordinated with HR on talent acquisition strategies to attract top talent for key roles within the support department.

• A knowledgeable source of information regarding flights, fares, destinations, and special offers
• Using Air Canada's reservation system to make new flight reservations or modify existing bookings
• Ensuring customer satisfaction by providing timely resolutions to customer inquiries

• Responsible for handling external and internal correspondences on the phone
• Offering assistance in a fast moving, high call volume organization
• Also includes documenting all outgoing and incoming calls to ensure that customer records, including inquiry details, comments, and complaints are well kept, as well as the steps that have been taken to find a solution to the complaints
• Working at a high level of precision in handling information, able to maintain confidentiality in handling classified information during all communications, providing simple, prompt, and fast customer service experience to clients in a professional way by being diplomatic, tactful, and patient
• Paying attention to customers' interests and displaying sympathy, satisfying clients' needs by adhering to laid down procedures, policies and practices
• Finding satisfactory solutions to customers' complaints
• Providing ideas on methods of upgrading customer service to enhance productivity

• Company Overview: Owner: Aamir Yousuf
• Co-hostess/manager for 38 Airbnb units
• Conducted screening and scheduling of reservations, and correspondence with all guest inquiries
• Arbitrate adjustments of rates and availability and issue special offers/refunds as necessary
• Cleaning all the units within a timeframe, trained new cleaners to accomplish our standards
• Exceeded over 200 positive reviews from a culturally diverse group of people from around the world
• Showcased a consistent record of excellent customer service while maintaining impeccable standards for safety, cleanliness, and quality care with a smile
• Owner: Aamir Yousuf

• Responsible for the operation of 18 Bed and Breakfast units called Colonia de Ferias of APEOESP of Sao Paulo State.
• Responsible for ensuring that each part of the property premises, including all nooks and crannies, were properly cleaned and maintained.
• Overall management of hotel staff, managing projects and renovations, management of emergencies and other major issues involving guests, employees, or the facility, local governments, and other businesses, and many additional duties

• Started as Hotel Housekeeper and later on I was offered the position as Assistant Housekeeper, responsible for:
• Hiring and training staff
• Developing staff schedules
• Purchasing cleaning supplies and equipment
• Working with hotel guests who have specific housekeeping needs
• Coordinating housekeeping needs with other hotel department managers

• Managed the bi-weekly food and beverage purchasing for four bars and five restaurants in the hotel
• Maintained computerised inventory charting of all consumable goods
• Generated monthly budget data and reports for purchasing and accounts payable
• Certified as a licensed food inspector in order to complete Quality Control inspections of food operations

• Organised and trained staffing for all customer reception responsibilities
• Maintained and audited computerised vacancy/ inventory reports
• Directed and secured cash bank management requirements for front desk and food and beverage staff
• Handle customer inquiries, complaints, and special needs customers
• Generated daily check-in/ out reports

• Provided flight service exclusively for international private charter clients
• Responsibilities required extensive cultural knowledge for extended stays in Asia, Africa, Australia, South America, and the Middle East (for four years consecutive)
• I received the Certificate of Appreciation for Operation of Hadj Tour

• Greet guests, maintain quality of service, responsible for opening and closing duties, and use of Fidelio computer language