Yash Kumar
Toronto
Summary
Results-driven hospitality professional with 8+ years of global and Canadian experience in customer service, operations management, and team leadership. Proven ability to deliver exceptional guest experiences, optimize operational efficiency, and drive revenue growth. Currently serving as Manager on Duty at Hilton Markham Suites, overseeing daily operations, resolving guest concerns, and ensuring compliance with brand standards. Recognized for adaptability, crisis management, and a strong focus on continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Manager on Duty
Hilton Toronto/Markham Suites
09.2024 - Current
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
Lead Night Auditor
Hilton Toronto/Markham Suites Conference Centre
12.2022 - 09.2024
- Cordinated daily operations across all hotel departments, managing up to 300 arrivals and ensuring seamless guest experiences.
- Achieved consistent guest satisfaction scores exceeding hotel benchmarks through proactive service and conflict resolution.
- Introduced a new training program for front desk staff, improving member enrollment efficiency by 20% and guest service ratings.
- Implemented Hilton Honors registration protocols, driving a 15% monthly increase in membership enrollments.
- Resolved guest conflicts effectively, minimizing hotel expenses and maintaining positive brand reputation.
Assistant Operational Manager
SRN Cargo and Logistics
03.2020 - 06.2022
- Developed and executed strategic plans, optimizing company operations by 42% within the first two quarters.
- Implemented a route optimization system, reducing delivery times by 25% and operating costs by 15%.
- Led a team of 30+ employees through rapid growth, boosting operational capacity and profitability by 20%.
- Conducted competitive analysis and consumer trend reports, increasing quarterly sales by 15%
- Managed budgets and financial reporting for the department, ensuring alignment with overall organizational goals.
Social Media and Marketing Manager
Independent Contractors
07.2017 - 02.2021
- Managed multiple social media platforms for increased engagement and audience growth.
- Increased website traffic through effective content creation and search engine optimization strategies.
- Created engaging content and implemented promotional campaigns, driving brand visibility and customer engagement.
Assistant Event Manager
BigBang Eventz
09.2017 - 07.2020
- Managed teams of 120–150 stewards and 12–15 supervisors for large-scale events, including high-profile VVIP gatherings.
- Negotiated contracts with vendors and suppliers, ensuring cost-effective and high-quality service delivery.
- Resolved guest inquiries and concerns, maintaining a 98% satisfaction rate across events.
Education
Associate of Applied Science - Business Management
Lambton College of Applied Arts And Technology
Toronto, ON10-2022
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management (IHM)
Mumbai India11-2017
Skills
- Customer service focus
- Sales and marketing
- Staff training and development
- Scheduling proficiency
- Hospitality Software: Opera, Hilton OnQ
- Social Media Management: Instagram, Facebook, LinkedIn
- Data Analysis & Reporting
Languages
English
Full Professional
Hindi
Native or Bilingual
Certification
- Digital Skills: Digital Skills for Work and Life | Accenture | 2024
- Hospitality Training Certification | HT Hospitality Training | 2022
- First Aid CPR Level C & AED | Haven Can Wait | 2022
- Smart Serve Certification | Government of Ontario | 2022
- Food Handler Certification | Government of Ontario | 2022
- WHMIS (Workplace Hazardous Materials Information System) | Government of Canada | 2022
- AODA (Accessibility for Ontarians with Disabilities Act) | Government of Ontario | 2022
Timeline
Manager on Duty
Hilton Toronto/Markham Suites
09.2024 - Current
Lead Night Auditor
Hilton Toronto/Markham Suites Conference Centre
12.2022 - 09.2024
Assistant Operational Manager
SRN Cargo and Logistics
03.2020 - 06.2022
Assistant Event Manager
BigBang Eventz
09.2017 - 07.2020
Social Media and Marketing Manager
Independent Contractors
07.2017 - 02.2021
Associate of Applied Science - Business Management
Lambton College of Applied Arts And Technology
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management (IHM)
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