Resume Guest services in Canada Toronto

PROFFESSIONAL WORKING EXPERIENCE Organisation: Dahab Recruitment Experts Position: Customer care and Service Support Manager Duration: August 2021 to date. Responsibilities Held:  Oversee and guide all activities of the Service team.  Coordinate and maintain the SLA between a service providers and the customers.  Monitors department issues and client complaints.  Focus on customer satisfaction.  Develop problem management and service improvement plans.  Develops personal growth opportunities  Respond to customer inquiries.  Develop policies and procedures.  Ensures a safe, secure, and legal work environment.  Develop goals and report progress.  Accomplishes department objectives by managing staff; planning and evaluating department activities.  Maintains staff by recruiting, selecting, orienting, and training employees.  Ensures a safe, secure, and legal work environment. Organisation: QASR AL SARAB DESERT RESORT BY ANANTARA Position: Guest Experience Executive/ Job coach Duration: Feb 2018- June 2021 Responsibilities:-  Ensured and provided flawless, upscale, professional and high class guest service experiences.  Analyzed customer feedback and provided strategic direction to continuously improve overall rating.  Responded to guests needs and anticipated their unstated ones.  Trained new teammates in customer service and acting as an ambassador to guests by addressing complaints.  Ensured a safe, secure, and legal work environment.  Developed personal growth opportunities.  Accomplished staff results by communicating job expectations; planning, monitoring, and appraising job results. Organisation: JUMEIRAH AT ETIHAD TOWERS. Position: Guest Relations Officer Duration: Jan 2016- Jan 2018 Responsibilities:-  Review arrival lists to give a warm welcome to guests. Ensure compliance with health and quality standards  Attend to special guests (e.g. VIPs) and answer their inquiries  Prepare welcome folders with collateral (e.g. room service menus, area descriptions)  Provide information about amenities, area and venues and promote services  Anticipate guest needs and build rapport with customers  Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)  Address customer complaints and escalate to related department when needed.  Record information in the logbook daily Organisation: QASR AL SARAB DESERT RESORT BY ANANTARA Position: Butler Duration: Dec 2013- Dec 2015 Responsibilities:-  Meet guests when they arrive and getting them settled in their rooms  Prepare bills and present upon check out.  Orient and upsell the hotel facilities/happenings.  Anticipate guests’ needs by learning their preferences, allergies, dislikes, etc.  Have a thorough understanding of all spirits and specialty foods in stock  Communicate with housekeeping to ensure rooms are cleaned at the most convenient time for guests  Run errands for guests when necessary  Ensure guests’ rooms are clean and tidy up upon check in and throughout their stay  Recommend and arrange amenities for guests  See guests off when they check out(fond farewell)  Remain well-groomed at all times  Keep up-to-date on all hotel policies on safety and hygiene  Perform all duties with discretion, professionalism and a pleasant demeanor

2011-2013 YMCA Training Centre Diploma in Leisure and Hospitality. Diploma

Personal skills and Attributes:  Hardworking, industrious and tenacious  Good communication, writing and interpersonal skills  Consultative skills  Handling correspondences  Excellent skill of handling pressure  Enforcing team work  Customer care  Cooperative  Team management  Problem solving  Telephone handling  Computer knowledge

-

Hobbies:  Reading News Papers, Novel, Books and Stories  Watching movies  Listening to Radios