Sign in

Front Office Manager

Vancouver, BC, Canada
December 09, 2019

Contact this candidate



**** *** ******

Surrey, BC V*N 4V2

Ph. 604-***-****


Twenty years experience working in all aspects of the hospitality industry, education and over six years of facilities, conference and catering and retail services management.


Provincial Instructor Diploma, Vancouver Community College, 2016

Hotel & Restaurant Management Diploma, Camosun College

Victoria, B.C., 1993

Bachelor of Arts, University of Victoria, 1991

Double Major - History and Political Science


Hospitality/Tourism Instructor – January 2015- Present

Sprott Shaw College, Vancouver,BC.


Developed and taught several Hotel and Restaurant (American Hotel and Lodging Association) and Tourism Courses

Managed administrative duties related to student grades and attendance

Sales Manager- July 2012 – January 2015

University of British Columbia Alma Mater Society, Vancouver, BC

Responsible for managing 3 million dollars of revenue and overall management including planning, budgeting, marketing and development of sales policies for three retail businesses, a hostel, and conferences and catering center.

Achieved all established sales and contribution goals as they relate to personal and team productivity as agreed to for the year during annual budgeting process.

Proactively solicited new business and managed existing and past accounts to meet/exceed revenue targets.

Directed day to day sales activities of the teams ensuring ongoing sales and customer relations management.

Produced weekly, monthly, and quarterly sales forecasts for all areas optimizing sales strategies.

Managed all aspects of human resources duties related to all areas of responsibility.

Responsible for coordinating and training of direct reports in the use of updated reservation and sales systems for continued efficiencies and growth.

Facilities and Retail Services Manager- May 2008 to 2012

University of British Columbia Alma Mater Society, Vancouver, BC.

Responsible for 3 million dollars of revenue and overall management including planning, budgeting, marketing and development of policies for three retail businesses, a hostel, conferences and facility services as well as supervising facility security

Provided direction to 12 direct reports and responsible for all hiring, training and disciplining of coordinators and managers

Supervised all internal bookings functions including facility support services.

Chaired the Occupational Health and Safety Committee

Acted as the liaison with university administration when appropriate and specifically with Lands and Building Services staff on issues of cleaning, maintenance and renovation projects within the building

Provided direction and support in being a committee member of the $103 million development of the new Student Union Building in conjunction with UBC Properties Trust and architects

Assisted, supported, and advised the student administration committee and other student committees involving business performance and sustainability initiatives for the society

Worked closely with the Vice President of Administration and provided advice, expertise, and counsel as required and appropriate

Sat as proxy for the General Manager on society student council meetings

Ensured that the $2 million art collection is maintained, secured and insured as well as managing the art records and any art on loan to other galleries

Bookings and Office Manager- August 2007 to May 2008

University of British Columbia Graduate Student Society, Vancouver, BC

Responsible for Society’s events, office and building management

Solicited, promoted and facilitated all UBC graduate and commercial booked events for the non-profit organization

Maintained proper care, purchase and inventory of all event equipment such as audio-visual equipment.

Handled all event inquiries, contracts, and billing concerns

Liaison with the Society’s Food and Beverage Operation for the provision of event services including obtaining liquor permits for certain events

Maintained and updated an online reservation database

Responsible for strategic planning in developing annual business plans, identifying new target markets and providing organizational direction to the graduate student society leadership and council

Implemented innovative policies and procedures to strengthen the business practices and services offered by the society for students.

Oversaw and coordinated all building and event space renovations while striking a balance among the different stakeholders concerned.

Oversaw the process of interviewing, hiring, scheduling and training of bookings assistances and front office staff.

Provided monthly year to date budgets and reports showing actual expenditures against budget including analysis on variances as well as a complete financial and usage breakdown.

Responsible for handling WCB claims and extended health benefits for all staff

Provided general support to the leadership of the Graduate Executive, council and committees.

Maintained high visibility and excellent two-way communication throughout the Graduate Student Society, building events, and UBC

Hotel Management Instructor - September 2003 to 2015

Richmond Public Schools, Richmond, BC


Created the Hotel and Restaurant Diploma program for the Richmond Public School of Adult Continuing Education Program.

Developed and taught several Hotel and Restaurant courses for the Richmond Public School of Adult Continuing Education Program

Coordinated and participated in recruitment for program.

Hotel Management Instructor - May 2001 to July 2007

Vancouver Premier College, Vancouver, BC


Developed and taught several courses in Hotel and Restaurant Management Diploma Program and several tourism and liberal arts courses in the higher diploma program

Coordinated the placing of students in practicum experiences throughout several hotels in the city of Vancouver

Planned and coordinated several class field trips to visit destination areas such as Whistler, Victoria and Kelowna, British Columbia

Independent Hospitality Consultant - April to June 2005

Assistant General Manager, Hampton Inn and Suites/Guildford Inn Surrey, Surrey, BC


Assisted and managed the daily operations of the hotel while in receivership

Developed and implemented procedures and policies to ensure smooth operation of hotel in relation to improving guest service

Generated sales ideas and forecasts to increase the profitability of the operation

Managed all departments to ensure continuity of management objectives

Positioned the hotel for a potential buyer through structural and physical upgrade

Front Desk Manager Listel Vancouver Hotel, April 1999 to April 2001

Vancouver, BC


Oversaw the process of interviewing, hiring, scheduling and training of all Front Office staff

Conducted periodic performance reviews of Front Office staff

Liaised with current Valet/Parking Lot company regarding staff issues and parking lot issues

Maintained regular effective communication within the Front Office department as well as other departments

Attended yield management meetings with sales managers, and general manager as required

Trained, monitored and motivated all direct staff members to ensure that hotel standards and guest satisfaction were attained

Monitored guest reservations and handled any guest account issues

Worked to ensure prudent financial management within front office budget

Balanced tour accounts for billing


Security Workers License 2012

UBC Just Desserts Service Award 2008

World Host BC. Certification 2005

Faculty Member of the American Hotel & Lodging Association 2005.

Attended "Train the Trainer" seminar and certification, Delta Hotels and Resorts, 1995

Co-founded and served as Vice President of the Night Auditors' Association of British Columbia, 1992

Designed and developed the Employee Appraisal Program in conjunction with the Human Resources Department, Ocean Pointe Resort, 1992

Superhost Japan Certificate, 1992

American Hotel & Motel Association certificates in:

Food Production Principles, 1992

Food and Beverage Controls, 1991

Front Office Procedures, 1991

Serving it Right Licensee Certificate, 1991

Food Safe Certificate, 1991

Prepared Front Office Procedures Manual for Sebasco Lodge, 1989

Contact this candidate