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Manager Front Office

Cold Lake, AB, Canada
March 07, 2018

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Samantha Ruttan

Address Contact Information

Calgary, AB



Hospitality Management Diploma Camosun College

Completed Academic Terms 3 of 4

Completed Work Terms 2 of 2

Expected Completion Date June, 2018


Proficient in many hotel/restaurant computer based systems such as: Maestro, Visual Matrix, Opera, Micros, Squirrel. In addition to being an avid user of Microsoft Word, Excel, Power Point, and most Microsoft based operating systems.

Work Experience

Pinnacle Hotel Harbourfront Vancouver, BC September 2016 – June 2017 Guest Services Manager

I supervised up to 20 employees per shift, while dealing with guest issues and complaints.

Increased hotel revenue and profits though creative management solutions. This was done by providing monetary rewards for my employee’s outstanding performance in upselling rooms and services.

Liaised with the housekeeping manager and staff to ensure rooms where available to guest in a timely manner, while resolving any service-related problems.

Managed the hotel’s restaurant and supporting staff when the outlets manager was off duty.

Communicated to team members about management changes in hotel products, services, pricing, and policies. In addition to developing shift scheduling for my team while ensuring it adhered to the collective agreement (union contract).

Best Western Cedar Park Inn Edmonton, AB April 2016 – August 2016 Front Office Manager

I was responsible for managing 4 employees per shift as the front office manager. Duties under this position included: developing shift schedules for the front desk team, dealing with managing employee incentives / discipline, working with large group reservations, and developing excellent relationships with all guests, ensuring that they have the best experience possible.

Through my hard work as front office manager I was assigned additional work as a human relations manager and accounts payable manager, while still maintaining my duties as the head front office manager. This allowed me to continue to promote effective change throughout the organization while developing employees to their full potential. Extra duties included:

Hiring new front office staff to deal with employee turnover.

Implementing new hotel policies and procedures.

Working with governing bodies to ensure that the hotel met all health and safety codes (standards inspections / external room audit inspections).

Deal with payroll for hotel employees.

Billing/receiving invoices and payments from 3rd party vendors while working within their extranets sites.

Dealt with charge backs, and making up rooms as stay-overs. International Hotel and Suites Calgary, AB May 2014 – March 2016 Assistant Front Office Manager

I was responsible for supervising 7 employees per shift. The role allowed me to conducting employee performance reviews, make weekly schedule for hotel employees as well as implanting new hotel policies. Other duties included, effectively coordinating with other departments within the hotel (Sales, Accounting, Reservation, and Catering) to promote effective team building / employee development. An example of a cross functional task; I verified all incoming tour groups (hotel reservations, special request, vouchers etc.) by working with other departments to seamlessly handle the large amount of incoming/outgoing guests. In addition to working with 3rd party websites to reconcile reservations.

I was also given the opportunity to train as the Night Audit manager, duties included:

Balancing / fixing mistakes on the food and beverage accounts, as well as front desk accounts.

Ensured all guest charges where correct, made sure that all nightly reports were compiled, printed, and distributed to the correct department managers for review during morning meetings.

Assisted morning team with arrivals report which included the Calgary International Airport flight crew’s reservations; as well as any special requests that came in during the night. The Rimrock Resort Banff, AB April 2013 – September 2013 Room Services Server

Delivered friendly and consistent customer service at a four-diamond level; whether it was on the phone or in person during deliveries, while ensuring all VIP guests orders, and requests where fulfilled in a timely manner. In addition to ensuring all mini bars within the hotel where stocked, and guests where accurately charged for mini bar items.

In charge of new employee onboarding for the room services department. Trained new employees in hotel policies and procedure as well as on the Micros computer based hotel system.

Worked in the Rimrock Café making specialty drinks, running the till, and ordering stock for the Café such as pastries, coffee, and confectionery items. Boston Pizza Victoria, BC June 2010 – April 2013

Various front of house roles

Provided friendly and enthusiastic service when hostessing, serving, delivery driving, and answering phones.

Organized Front of House, develop seating arrangements, assisted the kitchen with food prep and dishwashing, in addition to training new hosts/hostess, servers or delivery drivers.

Helped management with counting and delivering of employee tips. In addition to dealing with customer complaints in a timely and professional manner.

Save-On Foods Nanaimo, BC June 2008 – June 2010


Greeted and engaged in polite conversation with all customers, and was knowledgeable about produce, pastries and products in the event that the customers had any questions or concerns.

Worked the front register and handled over $500 in cash; escorted management staff from the register to the office safe at the end of the day. In addition to supporting various other departments when my till was slow; such as stocking shelves, bagging, and large order preparations. Additional Information

Possess a class 5 driver’s license

Possess BC Occupational First Aid Level 2

Possess ProServe Certification

References are available on request

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