Front Office operations in luxury hotels, public relations, communicat

Vida Gosselin

Doha – Qatar• +974-****-**** • ****.********@*****.***

1

Executive Profile

Performance-driven hospitality management professional with 14+ years in driving the guest service excellence strategies for one of the world’s leading luxury hotel Brands. Known for boosting guest satisfaction scores and generating return business through development of innovative guest relation initiatives. Seeking a stimulating and challenging role where I can use my excellent interpersonal, management and leadership skills towards catalyzing organizational excellence.

Skills Summary

Management:

Guest Relations Management

Customer Service

Front Office Operations

Strategic Planning

Driving Growth

Revenue Generation

Budgeting & Cost Controls

Excellence Skills:

Complaint Management

Perfectionist: Excellent Eye for

Details

Fidelio, Opera PMS

Tars, Hot Sos, Micros

MS Office Applications

Value-Added Leadership:

Leadership, Staffing,

Training, Knowledge Transfer,

Communication & Interpersonal Skills

Analytical Skills, Critical Thinking,

Conflict Resolution, Group Dynamics,

Career Progression

Front Office Manager January 2017– Present

Alwadi Hotel MGallery Doha (Pre-opening team)

MGallery Hotel Collection is a collection of boutique hotels dedicated to lovers of life, literature and culture. Each MGallery hotel stands as a gateway into another world – be it a bygone era, a hidden haven or a spectacular natural landscape. The Alwadi Hotel Doha is the first MGallery to open in Qatar. Accomplishments:

Successful 2 week Task force in Sofitel Beirut to help reorganize the front office department

Accor Heartist Transformer Training

Successfully set up the Front Office department of the Hotel from scratch, from overseeing OS&E orders and deliveries, hiring and training the entire reception and concierge team, implementing outsourced contracts for limousine and valets, implementing brand standards and actively participating in the pre-opening phase, Opening ceremony and now running operations of the hotel

Participating in the restructuring of the front office layout as well as helping with the purchasing and organizing of decorations of the Lobby

Key Responsibilities:

Upkeeping a pre-opening critical path following the flow through of the opening process

Creating all Policies and Procedures related to the front Office department

Collaborating with the Housekeeping department to ensure full compliancy of standards throughout the rooms department

Managing NTC requirements and ensuring the Front Office department is fully compliant for a 5 star property

Ordering all MGallery related collaterals required by the MGallery Brand

Strategic implementation of cost saving procedures

Overseeing and controlling the ordering and receiving of all OS&E

Hiring and training of all Front Office team (including participation in local recruitment days)

Verifying night reports and overseeing the daily financial reports required by Focus (Accor audit reports) Vida Gosselin

Doha – Qatar• +974-****-**** • ****.********@*****.*** 2

Front Office Manager August 2012 – November 2016

Sofitel JBR

Sofitel is the only French luxury hotel brand with a presence across 5 continents with 120 addresses in 40 countries. Different Sofitels around the world were voted the best hotel of its kind by the Readers of Business Traveller Magazine in 2009. Accomplishments:

Superintended a team of 80+ employees, to ensure every guest experience reflects Sofitel Standards.

Played a pivotal role in implementing new projects as required by the brand and participated as a pilot hotel for several new innovations within the Sofitel Network.

Drove the Accor loyalty programs, ensured they are effectively promoted and build strong and long-term relationships with the guests..

Department Restructuring:

Refurbishing front office department structure, creating new positions and contributing positively to elevating efficiency according to the hotel needs.

Establishing new departments when required within the hotel, supervising hiring, training, creating task lists, testing the standards, etc.

Director of Guest Relations March 2010 - July 2012 Sofitel Montreal Golden Square Mile

Joined the organization as Front Desk Agent, moved on upward career trajectories, to merit promotion to the position of Director of Guest Relations

Designation Chronology:

March 2010 – July 2012: Director of Guest Relations

February 2009 – February 2010: Front Desk Agent

January 2005 – January 2007: Front Desk Agent

Accomplishments:

Served as key member of the operational team during the successful repositioning of the Sofitel Montreal.

Provided strategic leadership for the Cousu Main initiative of the hotel and launching of the Be Magnifique strategy.

Exhibited technical acumen and served as strategic team member for the hotel transition from the Fidelio system to Opera PMS in Feb 2012.

Championed Sofitel brand awareness and guest experience strategy, resulting in continuous guest satisfaction.

Banquet Captain February 2008 – July 2008

Sydney Opera House- Edge Hospitality Solutions. Australia Case Worker / Criminologist October 2005 - January 2007 L’entre-Toit, Montreal, Canada

Education & Credentials

University of Ottawa, Ottawa Ontario June 2005

Bachelor Degree in Social Science, Specialization in Criminology Personal Information

Nationality: Canadian

Date of Birth: 10th July 1981

Marital Status: Single

Language: Fluent in English and French

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