Work Experience

• Four Seasons Hotel Vancouver Vancouver, British Columbia, Canada	4/2009 – 5/2010
Front Desk Agent // Concierge // Switchboard
Ensured smooth arrival and departure of guests at times of high traffic with extraordinary organizational skills, teamwork and time management Handle and resolve guest complaints by utilizing exceptional listening and problem solving skills Provided travelers information and recommendations of the city by sharing insightful information of Vancouver’s favorite destinations and restaurants Volunteered to cross-train and assist other departments at times of high traffic to reduce guest’s wait time and the level of stress for the team
• Four Seasons Resort Jackson Hole Jackson, Wyoming, USA	11/2007 – 4/2009
Overnight Supervisor	10/2008 – 4/2009
Coached, guided and counseled employees when necessary by exhibiting exceptional observation and communication skills catered to the needs and style of the individual Led morning briefings to ensure all employees in the department are knowledgeable about all arrivals for the day and all glitches that may have occurred on the day prior Responsible for all immediate decision making for unforeseen situations during the overnight shift Assured all public areas are properly cleaned by communicating with various departments and the night cleaning supervisor on regular basis Assisted in writing, re-organizing and recompiling of the Corporate/Resort Policy and Procedure database and various other projects
Front Desk Agent	11/2007 – 10/2008
Conducted trainings for new employees as a designated trainer for the department by recognizing the different needs of the trainees to achieve maximum results Re-developed training materials when the company introduced Guest Experience 2008 by reviewing, rewriting and frequently updating all existing materials with the ease of understanding in mind Ensured next day arrival guests’ requests are met by going over the related reports and being detail-oriented Utilized extraordinary interpersonal skills to provide every guests a pleasant experience during Front Desk interactions during their stay in a Five Star, Five Diamond, high-volume resort Motivated co-workers by maintaining a positive attitude at all circumstances
• Trendz Restaurant, Swiss Hotel Management School Caux/Montreux, Switzerland	2/2006 – 6/2006
Restaurant Supervisor
Managed a fast-pace, high volume casual dining restaurant by utilizing leadership and organizational skills Trained inexperienced students by clearly demonstrating service procedures and emphasizing on excellent customer service Planned and designed menus with the focus on the variety of choices and nutritious value of the menu item Maximized efficiency by re-organizing and introducing a labeling system for the workplace Intensified cleaning practices to increase sanitation and experienced in deep-cleaning of the restaurant and related areas
• Hôtel Restaurant le Rivage Lutry, Switzerland	3/2005 – 8/2005
Bartender // Food and Beverage Server
Utilized extraordinary on-the-spot time management and multitasking skill serving food and beverages in a high volume public and service bar Trained new employees by clearly explaining and patiently demonstrating various different tasks Experienced in banquet service from 20 to 200 guest with both full and buffet-style service Familiarized with the process of stocking and restocking alcoholic and non-alcoholic beverages Maintained the sanitation of the bar and restaurant area following the strict laws of Switzerland
• Swiss Hotel Management School Caux/Montreux, Switzerland	9/2004 – 1/2005
Bartender // Food and Beverage Server
Experienced in serving alcoholic and non-alcoholic beverages in a night club/bar environment Utilized coordination and teamwork skills to produce and operate a buffet for more than 400 students Acquired extensive knowledge and experience in providing advanced customer service in a formal French restaurant, and using the MICROS Improved interpersonal and management skills, while providing professional and high quality service to customers from all over the world
• Banana Republic Richmond, British Columbia, Canada	11/2003 – 1/2004
Sales Representative
Assisted customers finding the right products by determining their special needs and demonstrating extensive product knowledge and providing advice on current fashion trends Developed strong customer relation skills with patience and sensitivity Acquired up-selling skills and increased sales
• Elgin Park Secondary School South Surrey, British Columbia, Canada
School Counseling Office Receptionist (Volunteer)
Assisted with general inquiries of other students by taking time to carefully answer their questions and addressing their concerns Scheduled appointments between students and counseling staff, and answered students’ inquiries on post-secondary education related issues Performed data entry and other general office duties