Assisted Front of House Manager in supervising, training, and scheduling front of house team members including receptionist, concierge and executive lounge staff.
Appointed as Departmental Trainer and responsible for all staff training and ensuring training standards are met.
Pro-actively identified guests’ needs and preferences and worked with all departments in the hotel to ensure these needs were met during the guests stay.
Ensured regular and important guests were recognized and exceptional service was delivered to all guests to ensure repeat business.
Consistently demonstrated high customer satisfaction through customer feedback and customer satisfaction questionnaires. In 2012 maintained an average personal satisfaction rate of 87% on speed and efficiency of check-ins and 90% on overall customer satisfaction.
Surpassed up-selling levels of front of house team repeatedly averaging additional monthly revenue of £1005.
Developed strong interpersonal relationships with all departments and delivered effective communication with team members throughout the hotel in order to provide the best possible service to the guest.
Mastered Hilton “Blue Energy” by consistently delivering service that went above and beyond with every encounter.
Managed customer complaints and issues in a timely manner by actively listening, demonstrating empathy and working with management and departments to resolve the issues quickly.
Used PRINCE2 methods to develop detailed project plans and materials to facilitate the development of Children’s Advocacy Centres in Manitoba.
Responsible for building relationships with stakeholders from a variety of organizations and facilitating their involvement in the project.
Problem-solved issues and conflicts with the project and among steering committee members.
Chaired steering committee meetings and prepared materials for meetings.
Took initiative to ensure project was meeting targets and budgets.
Planned and organized project events and major stakeholder meetings.
Successfully prepared grant funding applications for Federal Government funding.
Responsible for overall project coordination including the supervision of project staff and the development and implementation of the Project.
Oversaw Phase 1 ($2 million) and Phase 2 ($11.8 million) project budgets and team resources.
Responsible for ensuring project budgets and targets were met.
Facilitated the identification of project risks and mitigation of these risks, providing solutions/options, as required.
Organized high profile events consisting of all project stakeholders.
Built relationships with primary care clinics to assist them in changing their business structure and processes.
Represented the province while participating in multi-jurisdictional conferences on primary care, this often involved presenting to several hundred conference delegates.