Stefan Plummer
Victoria,BC
Summary
Driven manager offering in-depth experience in administration and customer service. Excellent communicator and project manager with strengths in daily operations management, workflow improvements, and customer service. Willing to relocate: Anywhere
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Office Manager
HOTEL GRAND PACIFIC
08.2022 - Current
- As the Front Office Manager, I played a vital role in establishing a positive experience for our guests, leading our Front Office team, including Front Desk, Concierge, and Bell employees
- Bringing leadership skills and proven track record in guest service operations to this dynamic, hands-on role
Front Office Manager
Delta Toronto Mississauga
09.2019 - 08.2022
- Attended weekly revenue meetings with Marriott
- Assisted with setting daily and weekly rates
- Provided 30 - 60 - 90 forecast for Head Office
- Prepared agendas and took notes at meetings to archive proceedings
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Created, prepared and delivered reports to various departments
- Standardized office structures and processes to promote collaboration and increased performance
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Delivered performance reviews, recommending additional training or advancements
- Managed 20-30 employees with continuous coaching and mentoring
- Performed month-end reconciliation and developed reporting metrics in coordination with corporate finance executives
- Established and cultivated solid business relationships with new or existing customers
- Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities
- Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities
- Researched competitors' activities and products to uncover new trends
- Trained new hires
- Scheduled Front desk staff
- Performed various admin duties and meeting deadlines for reporting throughout the month/year
Assistant Front Office Manager
Best Western Plus
01.2019 - 09.2019
- Acted as point of contact for vendor collaboration for contracted services
- Implemented new training programs for administrative personnel on office operations and latest technologies
- Created training modules in partnership with HR for new hires
- Oversaw administrative budget by maintaining optimal controls and tracking expenses to meet financial goals
Front Office Supervisor
Courtyard By Marriott Toronto
05.2017 - 01.2019
- Provided effective and fast service in friendly manner and ensured highest level of guest satisfaction
- Prepared Front Desk schedule, edited and submitted payroll on weekly basis
- Checked in/out hotel guests and assisted with daily VIPs and group arrivals
- Dealt effectively with any guest comments and complaints
- Assisted with sell strategy on sold out nights, managed and balanced daily room inventory
- Monitored, processed, and tracked daily 'no shows'
- Ensured room change slips are filled out accurately
- Conducted Royal Reviews to ensure standards are met
- Sent out package report and actioned any special amenities associated with packages
- Ensured daily departures, VIPs, and group arrivals are reviewed
- Ensured site rooms are on OOO status and communicated information in timely and effective manner
- Assisted with emergency procedures
- Observed, predicted, and responded to Front Desk operation and hotel activity
- Ensured daily checklist is completed according to department standards
- Attended weekly Department and Revenue meetings
- Covered Desk and Night Audit shifts if someone calls in sick.
Education
Diploma - Hospitality Management
Centennial College
Scarborough, ONSkills
- Customer service
- Strategic planning
- Negotiation
- Interviewing
- Project management
- Guest services
- Financial Report Writing
- Complaint handling
- Communication skills
- Emergency Management
- Budgeting
- Team Management
- Leadership
- Hospitality services
Certification
- AED Certification
- First Aid Certification
- CPR Certification
Timeline
Front Office Manager
HOTEL GRAND PACIFIC
08.2022 - Current
Front Office Manager
Delta Toronto Mississauga
09.2019 - 08.2022
Assistant Front Office Manager
Best Western Plus
01.2019 - 09.2019
Front Office Supervisor
Courtyard By Marriott Toronto
05.2017 - 01.2019
Diploma - Hospitality Management
Centennial College
- AED Certification
- First Aid Certification
- CPR Certification
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