Stephanie Routcliffe-Phypers
Toronto,ON
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent/PBX Hotel Operator
Pomeroy Kananaskis Mountain Lodge
2023.05 - 2024.01
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Assisted hundreds of customers daily by answering questions and transferring to appropriate departments
Guest Service Agent
Hilton Toronto
2021.05 - 2022.03
- Finalizing, correcting and posting/ payments for valet, housekeeping, and food & beverage departments
- Handling in-house guest requests, check-ins, check-outs, and reservations for a 600-room hotel
- Ensuring hotel safety standards while operating nightly audit as well as additional tasks
- Successfully met and surpassed upsell expectations profiting over twenty thousand dollars in one month.
Vice President
Future Hoteliers Society
2021.10 - 2022.01
- Facilitated in event creation, planning, and execution
- Organized brainstorming sessions between cross-functional teams to develop strategy and creative ideas for future events
- Assisted in content development for events, drafting and distributing promotional materials.
Live Sound Assistant Designer and Office Manager
Dual Audio
2018.07 - 2019.09
- Supported sound engineers with mixing and editing, resulting in polished final audio tracks for various projects.Participated in pre-production meetings to understand project requirements and plan effective sound strategies accordingly.
- Implemented proper storage techniques for microphones and other delicate equipment, prolonging their lifespan and functionality over time.
- Prepared, packed and transported audio equipment for events and location shoots.
Education
Diploma - Hotel, Resort And Restaurant Management
George Brown College
Toronto, ON04.2023
Bachelor of Arts - Production and Design
Toronto Metropolitan University (Ryerson University)
Toronto, ON01.2019
Skills
- PMS Experience- OnQ/ Opera and Cloud.
- Information Protection
- Microsoft Office
- POS Systems
- Conflict Management
- Invoicing and Billing
Accomplishments
• Guest Service Ambassador of the Year Nomination, Greater Toronto Hotel Association 2022
Certification
- Smart Serve Ontario Certified (2016 & 2022)
- Ontario Food Safety/ Sanitation Certified (2021)
- First Aid/ CPR Certified (2021)
- Ontario Supervisor Health and Safety Awareness Certificate (2018)
Languages
English
Native or Bilingual
French
Limited Working
relevant experience
- Pomeroy Kananaskis Mountain Lodge, Kananaskis, AB, Front Office Operations, 05/2023, Current, Guest Service Agent, Switch Board Operations, Night Audit Agent Coordinated
- Hilton Toronto, Toronto, ON, Guest Service Agent, 05/2022, 03/3023, Finalizing, correcting and posting/ payments for valet, housekeeping, and food & beverage departments., Handling in-house guest requests, check-ins, check-outs, and reservations for a 600-room hotel., Ensuring hotel safety standards while operating nightly audit as well as additional tasks., Collaborating with multiple departments to deliver guest requests while handling challenging situations as they occur., Successfully met and surpassed upsell expectations profiting over twenty thousand dollars in one month.
- Future Hoteliers Society, Toronto, ON, Vice President, 10/2021, 2022, Facilitated in event creation, planning, and execution., Organized brainstorming sessions between cross-functional teams to develop strategy and creative ideas for future events., Assisted in content development for events, drafting and distributing promotional materials.
references available
Upon Request
accreditations
Guest Service Ambassador of the Year Nomination, Greater Toronto Hotel Association 2022
Timeline
Front Desk Agent/PBX Hotel Operator
Pomeroy Kananaskis Mountain Lodge
2023.05 - 2024.01
Vice President
Future Hoteliers Society
2021.10 - 2022.01
Guest Service Agent
Hilton Toronto
2021.05 - 2022.03
Live Sound Assistant Designer and Office Manager
Dual Audio
2018.07 - 2019.09
Diploma - Hotel, Resort And Restaurant Management
George Brown College
Bachelor of Arts - Production and Design
Toronto Metropolitan University (Ryerson University)
- Smart Serve Ontario Certified (2016 & 2022)
- Ontario Food Safety/ Sanitation Certified (2021)
- First Aid/ CPR Certified (2021)
- Ontario Supervisor Health and Safety Awareness Certificate (2018)
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