Assistant Guest Services Manager - Hospitality Leader

Ms. Jemima Anedda

Kryzan Dr

Burlington, ON,

L*M4S4

Mobile# 437-***-****

*******@*****.***

OBJECTIVE:

Results-driven hospitality and customer service leader with over 20 years of international experience in hotel operations, guest services, travel, cruise hospitality, supply chain, and customer relationship management. Currently serving as Assistant Guest Services Manager at Best Western Plus Burlington Inn & Suites, overseeing daily hotel operations, guest satisfaction, team leadership, revenue optimization, and compliance with brand standards. Recognized for delivering exceptional customer service, resolving complex guest and client concerns, building strong customer relationships, and leading high-performing teams in fast- paced environments. Fluent in English, French, and Italian, with proven expertise in hotel management, front office operations, customer experience, staff development, budgeting, workforce planning, revenue management, and operational excellence. Adept at enhancing guest loyalty, improving service standards, driving business growth, and creating positive customer experiences that support organizational success. Proficient in Microsoft 365, Microsoft Copilot, operational reporting, and performance management. LANGUAGES:

• English, French and Italian: Fluent in speaking and writing

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TECHNICAL SKILLS:

• Knowledge of Microsoft Word, Outlook, Edge, Excel, PowerPoint, and Virtual Meetings Setup or Presentations.

• AI & Digital Tools: Microsoft Copilot, Microsoft 365, Excel, Word, PowerPoint, Outlook, Teams, Data Analysis, Report Generation, Process Automation, Customer Service Technology.

• Sabre GDS, CRM – Sales Force, AS400/SAP, BOSS, Business Vision, ERP, Prextra, Access, DSI, D365, NAV2018, Power BI, Oracle Cloud, FIVE 9. PERSONALITY:

• Honest, friendly, reliable, sociable, flexible and enjoy working with people. Team player and multi-tasking

• Creative and strong organization skills and enjoy teamwork.

• Enthusiastic, highly motivated, energetic worker and adapt easily to new situations.

• Results-driven and personable hospitality professional with strong leadership, customer service, and relationship-building skills.

• Proven ability to lead and develop high-performing teams while fostering a positive, collaborative work environment.

• Experienced in hotel operations, guest experience management, staff training, budgeting, revenue optimization, and business development.

• Highly organized, adaptable, and detail-oriented with exceptional problem- solving, communication, and multitasking abilities.

• Skilled in performance management, quality assurance, compliance, sales and marketing execution, cost control, and profitability improvement.

• Recognized for delivering outstanding guest satisfaction, operational excellence, and continuous process improvement in fast-paced environments. WORK EXPERIENCES:

04/2025 – Present - Best Western Plus Burlington Inn & Suites ASSISTANT GUEST SERVICES MANAGER

Oversaw daily hotel operations across Front Office, Housekeeping, Maintenance, Food & Beverage, Sales, and Guest Services while ensuring brand standards and operational excellence. Delivered exceptional guest experiences by resolving concerns, enhancing service quality, and maintaining high guest satisfaction levels. Led recruitment, training, coaching, scheduling, and performance management of hotel staff to drive productivity and service excellence. Managed budgets, forecasts, payroll, expenses, and cost-control initiatives to support profitability and revenue growth. Implemented revenue management, occupancy optimization, OTA strategies, and local marketing initiatives to maximize hotel performance. Conducted property inspections and ensured compliance with health, safety, quality assurance, and regulatory requirements. Analyzed operational and guest satisfaction metrics, including STR reports, to identify opportunities for continuous improvement. Built strong relationships with local businesses, community partners, and travel organizations to increase visibility and generate new business opportunities. Maintained accurate operational, financial, HR, and payroll records while serving as a key liaison between ownership and hotel operations. FREELANCE TRANSLATOR - 04/2025 – Present

Provide high-level translation services for technical, legal, and commercial documents between English, French, and Italian.

Deliver personalized ESL (English as a Second Language) coaching to international students and professionals, focusing on business terminology and conversational fluency. Manage end-to-end client projects, ensuring linguistic accuracy and cultural nuance. 06/2023 – 03/2025- BURLODGE Canada, Mississauga, ON BILINGUAL CUSTOMER SUPPORT LEAD (Work ended due to restructuring). Assisting the client service team during large project planning, tracking service technicians’ work, updating staff on order processes, and training new employees. Providing parts, drawings, inquiries, and pricing for Quebec clients. Sending samples and Bogo deals to prospective clients. Managing customer support email boxes, updating contracts, and preparing necessary Sales Analysis Reports monthly and quarterly. The role involves coordinating customer requests, addressing issues, and ensuring timely delivery of orders. It requires French and English communication, problem-solving, and regular documentation. 06/2022 – 06/2023 – Gay Lea Foods Corporation, Mississauga, ON BILINGUAL SUPPLY CHAIN COORDINATOR (Contract to cover Maternity Leave) The role involves daily communication between internal departments and external partners, managing client orders, resolving service issues, maintaining a professional demeanor, issuing return merchandise authorization numbers, responding to consumer enquiries, and maintaining food safety and quality responsibility. It also involves invoicing accounts and reports, ensuring accurate record keeping, and addressing customer complaints within 24 hours. Other related duties as required.

04/2021 – 05/2022 (Contract)– American Express, Scarborough, ON PLATINUM VIP TRAVEL CONSULTANT

My job involves crafting memorable trips and providing personalized solutions using the Sabre GDS tool. Delight customers with unique travel experiences by expertly booking flights, cars, and hotels. Knowledge of customers' lifestyle preferences to offer value-added opportunities. Support customers using the American Express Online Travel Site and stay updated on industry trends. Have a flair for building long-lasting customer relationships, resilience, time management, and consultative skills. Also be able to recommend and cross-sell relevant products and services. Achieving the company target of $500K for VIP Travel. 07/2016 – 08/2020– Royal Caribbean Cruise Lines, Rome, Italy GUEST SERVICES OFFICER ASSISTANT MANAGER

My role involves responding to guest requests, concerns, and issues promptly and professionally, providing premium service by handling communication in accordance with set standards. My role also involves translating printed materials and assisting other departments when needed. Training new employees and adhere to RCCL rules and regulations. Continuous onboard training to improve work safety and compliance. Cash transactions are handled in accordance with the company's accounting policies. Accurate records of guest calls, inquiries, and requests are maintained, and the Loyalty Society Rewards Program guest records are communicated to relevant departments. I had to maintain effective working relationships with co-workers, supervisors, managers, and officers, performing administratively. To lead crisis management efforts and navigate complex challenges while maintaining a focus on resilience, adaptability, and organizational agility.

09/2011 – 11/2013 – Biomet Canada, Oakville, On

BILINGUAL CUSTOMER SERVICE

My job involves processing customer orders, resolving complaints, and understanding shipping logistics. It requires strong administrative, clerical, and organizational skills, as well as strong communication skills in English and French. Be very adaptable, efficient in multitasking, and have knowledge of export processes.

02/2010 – 08/2011 – Halldis and Rentxpress Property, Italy MARKETING AND SALES ASSISTANT PROPERTY

Make booking for long-term and short-term apartments rentals for Paris, Brussels, Amsterdam, and Frankfurt. Develop marketing strategy based on knowledge of agency policy. Ability to work on achieving required targets according to the company running cost & sales budget. Participates in Preparation of marketing budget and approves sales budget by Supervisor. Reviews monthly sales reports to determine changes in programs required. Prepare monthly sales reports showing sales volume and potential for sales. Prepare the sales budget and ensure that sales expenses do not exceed the budget. Previous Work Experiences:

09/2015 – 06/2016 - Coaching / Teaching English – Connor Language School, Milano, Italy

01/2014 - 08/2015 -TEFL Self-Employed Tutor, Carbonia, Italy 06/2008 – 10/2009 - Bilingual Wholesale Coordinator, Olsen Europe, Mississauga, ON, Canada

03/2008 – 06/2008 - Bilingual Wholesale Rep, Ford Credit Canada, Oakville, Ontario, Canada

01/2007 – 01/2008 - Guest Services, Carnival Cruise Lines, Miami, Florida, USA 02/2003 – 12/2005 – Teller / CSR – Bank of Nova Scotia, Fredericton, NB 02/2002 – 11/2005 – Teacher Assistant Italian Language – ST Thomas University, Fredericton, NB

03/2000 – 09/2000 – Bank Teller & C.S.R at Bank of Nova Scotia, Burlington, ON, Canada EDUCATION:

05/2022 - Present – CDI COLLEGE – BUSINESS ADMINISTRATION 05/2022 - RESP LICENSE – KNOWLEDGE FIRST FINANCIAL 10/2022 - TICO CERTIFICATE

10/2009 - TESOL Distance Education Courses (ACTDEC), Toronto, ON 02/2008 - 06/2009 - Diploma in Highest Honors Bookkeeping, Stratford Career 09/2002 - 4/2005 - University of New Brunswick, 3 years of Business Studies 09/2001 - 06/2002 - Graduated, Nelson High School, Burlington, ON 04/2000 - Encounters with Canada, Ottawa Ontario, Canada Business and Entrepreneurship study session (Certificate of Participation) CERTIFICATES:

07/2010 – Royal Caribbean Cruise Lines, Miami, Florida, USA Crowd Management & Personnel Nominated to Assist Passengers in Emergency 02/2007 – 03/2007 – Carnival Cruise Lines, Miami, Florida, USA Crowd Management, Crisis Management & Human Behavior Course

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