Greater Toronto Area, Canada
A highly talented professional with extensive experience in the hospitality and tourism industry. Strong interpersonal and communication skills and the ability to think independently and critically. Expertise includes airline and hotel operations, customer relations, conflict resolution and emotional intelligence. A charismatic leader who thrives in a team-based environment and is well regarded by his peers. Exceptional customer service skills and a passion for making people happy.
• Controlled and directed the service on board, made effective use of crew, equipment, and supplies; ensured quality and standards were met. • Monitored the performance of flight attendant(s) and corrected any errors in service etiquette, grooming standards, and interpersonal skills; coached and trained when necessary. • Ensured that flight attendant(s) were proficient in safety knowledge and emergency procedures. • Complied with Transport Canada regulations and company procedures. • Liaised with airport ground personnel; ensured operations were executed in a safe and timely manner. • Was responsible for in-flight documentation which included, but was not limited to, customs and immigration, flight reports, passenger complaints and incidents, occupational health and safety. • Maintained a positive and comfortable work environment for crew members, as well as a pleasant travel experience for passengers. • Any other duties that were specified in the Flight Attendant Manual or assigned by the Director of In-Flight Services.
• Performed safety related duties as outlined in the Flight Attendant Manual which included, but was not limited to, safety demonstrations, in-flight announcements and a broad range of in-flight situations and emergencies. • Actively participated in Porter’s Safety Management System; reported hazards and incidents encountered in daily operations; monitored the aircraft cabin for any abnormalities; understood, complied and promoted the Company Safety Policy. • Consistently delivered friendly and approachable customer service through the serving of beverages, snacks and in-flight amenities. • Anticipated and responded quickly and pleasantly to customer needs. • Displayed a caring disposition and treated each passenger as an individual.
• High volume, high occupancy hotel; 474 rooms with an average stay of 1.4 nights; airport property. • Supervised and directed the Guest Services team and made adjustments as needed; maintained service and quality as per Starwood standards. • Coordinated the daily arrivals and departures process between the Front Office and Housekeeping departments. • Liaised with other departments to ensure guest satisfaction and safety. • Resolved guest and associate concerns expeditiously in a manner that was beneficial to all involved. • Led and conducted staff meetings and daily pre-shift meetings. • Trained and performance-managed associates; coaching if required. • Inspected all areas of the hotel daily and responded to emergency situations when required. • Maximized revenue potential through a higher RevPAR, ADR and perfect sells. • Acting Manager-on-Duty in the absence of the General Manager.
• Serviced Price Chopper and Sobey’s brand of grocery stores within the Greater Toronto Area • Maintained merchandise according to plan-o-grams and management requests • Displayed merchandise in such a way that it stimulated interest, thereby increasing sales for both the store and manufacturers • Trained other team members and provided on-going support/instruction whenever necessary • Solved problems as they emerged; liaised with management and head office on the decisions • Scheduled store appointments and hours for staff; detailed record keeping and payroll
Front Desk (All shifts including night audit) * Processed all check-ins/check-outs using OnQ; performed guest registrations; reviewed all arrivals for VIPs and special requests * Addressed and solved guest inquiries and concerns in an effective and prompt manner * Reported any irregularities or issues to the manager-on-duty; participated in a daily front desk log book * Completed all required tasks set out in the front desk duties list Housekeeping (Room Attendant and Houseperson) * Performed a thorough cleaning of all public areas (including the lobby, rooms, elevators, corridors and entrances) * Stocked linens and supplies; informed management of any shortages * Carried out any room deliveries or special requests * Ensured all standards laid out by the Hilton Corporation were met (in respect to housekeeping)