Passionate about hospitality! Hotel Manager & Room Division Executive dedicated to creating memorable stays for every guest.

Skills

• Experienced in multiple PMS, OTA, and POS platforms (Opera, RoomMaster, GuestCentrix, Micros, Opera Cloud, Extranet)
• Revenue Management
• Sales and Marketing
• Customer Service Oriented
• Creative, Motivated, and Organized
• Multi-tasker
• Night Audit
• Business & Financial Reporting
• Inventory Management
• Certified Rooms Division Executive (AHLEI)

• Project and Operations Management
• Food Handling and Safety Certified
• WHMIS Certified
• Fundamentals of Digital Marketing Certified
• Team Player
• Adept in Microsoft Office
• Personalized Service
• Front Desk Operations
• Profit and Loss
• Crisis Management Certified
• Emergency First Aid CPR Level C & AED
• Opera Cloud Certified (Various operations)

Experience

Group Revenue Manager /Kudos Hospitality

MARCH 2023 – CURRENT

• Manages revenue across all 3 hotel properties (Calgary, Vernon, Vancouver)
• Authored SOP for Front Office for implementation across all properties
• Analyzes data and implements pricing strategies in accordance with the forecasted demand.
• In touch with OTA market managers to maximize visibility and production
• Constantly communicated and trained respective hotel GM’s for any campaigns or promotions.
• Interim General Manager /Riviera Plaza Vernon

APRIL 2023 – JULY 2023

• Recruiting, training, and supervision of staff.
• Dealt with guest complaints and other problems online and otherwise.
• Organizing building maintenance
• Fostered a work environment is conducive for staff retention and satisfaction.
• Looked after building inspections and maintenance.

Lodge Manager /Mount Engadine Lodge

DECEMBER 2022 – MARCH 2023

• Managed lodge operations including Guest Services, Revenue & Yield Management, Housekeeping, and Maintenance.
• Coordinated group blocks and procedures.
• Managed and developed all extra-nets and FIT channels/contracts.
• Responsible for retail sales and cost control measures.
• Ensure all team members are aware of and have access to the resorts: Emergency Response Plan, OHS Policies and Procedures and Employee Manual.
• Listed property in Airbnb to open up a new avenue.

Consultant (Part-time)/Sure Home Stays

OCTOBER 2022 – CURRENT

• Manages all Hospitality Agents; ensures they are trained in all software being utilized for every listing.
• Rewrote SOPs for a more guest-centric approach.
• Sourcing 3rd party contractors for work needed (i.e. cleaners, handymen, electricians, etc)
• Completes weekly revenue report and P&L to identify trends and solutions to increase profitability.
• Updating of our own website for a better rankings of our listings (SEO)
• Constant communication with our partners – vendors, property owners, OTAs

Reservations Manager /Canadian Rocky Mountain Resorts

FEBRUARY 2022 – OCTOBER 2022

• Manages all distribution channels ensuring all information is correct across all lodges.
• Maintains complete knowledge of all lodge facilities/services, room rates, packages, and room types.
• Solving day to day situations that arise with reservations, rates, room types, and overbookings.
• Provides monthly reporting on promotions, packages, and trends in occupancy based on the different seasons and events.
• Room Inventory and Revenue Management duties.
• Ensures rate codes and content is up to date in PMS and Channel Manager.
• Comp check pricing and communicating the information to the Director of Sales.
• Manages group blocks, VIP bookings, and ensures proper communication to the respective lodges.
• Tasked in the implementation of a new PMS (Opera Cloud) across all 4 CRMR properties.

Front Office Manager /CRMR - Deer Lodge, Lake Louise

APRIL 2021 – FEBRUARY 2022

• Reopened Deer Lodge with a brand-new Front Office team.
• Trained newly hired staff members in Opera PMS, MPG payment processing, and hotel/industry Policies and Procedures.
• Trained GSA’s in best practices across all shifts including Night Audit.
• Manages property revenue management processes.
• Monitors direct and OTA rates, inventory, and property scores.
• Handles guest dissatisfaction and complaints if and when required to ensure company standards are met.
• Monitors and responds to requests, reviews, and reservations on extranet across all channels.
• Schedules accordingly ensuring the desk is adequately staffed based on forecast and expected business levels.
• Addresses performance issues promptly and consistently to ensure mistakes are learned from and standards met.
• Implements and reviews procedures for emergency situations (power outages, floods, etc.), to ensure the safety of staff and guests.
• Occupational Health and Safety (OH&S)
• Maintains all guest accounts, ensuring that billing information is accurate for check out (OTA’s, 3rd Party Authorizations, TA’s).
• Completes biweekly payroll for the Front Desk team and provide other departments with gratuity breakdowns and summaries.
• Ensures that Front Desk inventory (keys, gift items etc.) is properly tracked and recorded at regular intervals.

FEB 11, 2021 – APRIL 12, 2021

Assistant General Manager / Five Guys Burgers & Fries Shawnessy

• Financial and inventory management to minimize COGS.
• Training crew members up to be Shift Managers.
• Addressed customer dissatisfaction in a timely and professional manner.
• Trained crew members and shift managers in opening, mid, and closing duties ensuring that the next shift is set up for success.

MAY 5, 2019 – JANUARY 30, 2021

Front Desk / HI Calgary City Centre

• Assisted in the revision and modernization of policies and procedures for the overall operations.
• Supports day to day operations across all departments and conducts necessary trainings for overall efficiency.
• Works side by side with the General Manager with regards to rate forecasting and revenue management.
• Addresses guests’ complaints in a professional manner.
• Adjusts and implements rates on respective OTA partners to maximize revenue.
• Completes necessary reporting and documentation in a timely manner.

OCTOBER 1, 2018 – MAY 1, 2019

Barista / Odyssey Coffeehouse

• Creating and maintaining good customer interaction to ensure top quality of service.
• Total command and knowledge of menu across the board.
• Ensures cleanliness in café is maintained in accordance with Alberta Health Services and café standards.

MARCH 15, 2016 – JANUARY 15, 2017

Ad-Sales / ABS-CBN Publishing

• Recognizing new prospects for a potential lead (cold calling).
• Revisiting and maintaining good relationships with dormant accounts.
• Created customized decks for clients in coordination with the Marketing Team.
• Handled ad-sales for all print and digital titles and entities of the company.
• Assists and partakes in event planning for roadshows.

JUNE 16, 2015 – MARCH 1, 2016

Assistant Manager – Reservations and Revenue Management / Club Paradise Palawan

• Directly coordinated with Channel Managers (i.e. Agoda, Expedia, Booking.com) for new promotions, to optimize and expand new distribution partnerships.
• Provided daily, weekly, and monthly reporting.
• Processed direct, travel agents, and online reservations in the PMS.
• Trained Front Desk and Reservations Agents in proper handling of folios.
• Implemented revenue management operations, procedures, and best practices.
• Revenue Management to maximize RevPAR and ADR.

FEBRUARY 11, 2012 – JUNE 15, 2015

Assistant Manager – Guest Relations / Discovery Shores Boracay

• Operational auditing.
• Plan and prepare WOW factors for arriving guests.
• Prepare and update daily, weekly, and monthly VIP grids.
• Handling guest complaints.
• Personalized Service.
• Scheduling of staff.
• Handling of all VIP’s arriving and in-house.
• Daily briefings regarding arrivals, in-house, departures, and overall operations.

Volunteer Experience

JANUARY 2020 – APRIL 2020

Operations Lead (HOSPO Bakers Conference) / SAIT

• Led the Marketing, Conference Operations, and Delegate Services teams in the biggest student- ran Hospitality Event in Canada.
• Drafted personalized e-mail templates and handwritten thank you cards to be sent out.
• Ensured proper set-up, ingress and egress, checking in, and transitioning of speakers, delegates, and students across campus.
• Implemented strict timelines by having weekly meetings and briefings with respective supervisors.
• Developed and presented the event in classrooms under the School of Hospitality and Tourism to encourage attendance.

Education

DECEMBER 2021

Certified Rooms Division Executive / American Hotel & Lodging Educational Institute

AUGUST 2020

Diploma in Hospitality Management / Southern Alberta Institute of Technology

MAY 2012

Marketing Management / De La Salle – College of St. Benilde

AUGUST 2009

Culinary Arts / First Gourmet Academy