The Best Way to Learn English; North York, Ontario; MSc. CHT CHE

Beverley's Resume

CORE COMPETENCIES
- Over 15 years’ experience in Administration, Hospitality, Leadership and Customer Service
- Training, coaching mentoring and employee development for over 6 years
- Calendar management, events planning, coordination and execution
- Exceptional command of the English language, telephone and communication skills
- Experienced in all aspects of retail management
- Detail oriented, customer focused and results driven
- Basic accounting: payables, receivables, journal entries, purchase orders, receiving and billing
- Excellent minute taking, typing , data entry, proofreading and editing skills
- Proficient in using MS Office (Word, Excel, Publisher, PowerPoint, Access, Outlook)
- Practical knowledge of resort software packages (PeopleSoft, RDP/RDPWin, Adaco)

CAREER HIGHLIGHTS
- Recognized in a national publication for professionalism and exceptional service in hospitality – 2014
- Featured in a national publication for successfully executing a trade event in Canada – 2010
- Featured in national publication

PROFESSIONAL EXPERIENCE
Administrative Lead
Provide ‘round-the-clock’ administrative support to 7 Partners & 1 Associate Partner, through:
- Document preparation and management; financial services support - supporting the client engagement management process by understanding independent regulations and ensures compliance of time and expense tracking/reporting.
- Assist Partners and their engagement teams with client billings by liaising with the financial management group to process Work in Process (WIP) system reports, tracking expenses, drafting and finalizing invoices, updating relevant databases, etc.
- Independently manages multiple calendars by scheduling appointments, anticipating needs, changes and rearranging meetings as appropriate – Outlook and GlobalOne calendars
- Coordinates and makes arrangements for on-site and off-site meetings and events including logistics (e.g., communication, location, meals, equipment, materials, RSVPs, and travel) with participants from 4 and more time zones
- Organizes cost-effective and complex domestic and international travel arrangements and itineraries for individuals and groups.
- Meets with client serving executives to get an understanding of needs. Develops and maintains relationships with internal and external clients to understand the business and client needs
- Assist with the planning and execution of client events

Administrative & Customer Service Support Representative
- Receive, review and process sales orders daily using SAP software
- Prepare billing notes, invoices and packing slips
- Prepare purchase delivery notes and match against invoices to process supplier payments
- Determine appropriate shipping method, liaise with courier and track packages when necessary
- Perform accounts receivable and collections functions
- Follow up and respond to customer inquiries regarding orders and products
- Manage all office supplies purchasing and inventory for business and production offices
- General filing, receptionist and customer service duties

Training & Development Manager
- Directed multi-faceted training programs for over 700 employees at hotel consistently recognized as one of the best in the Caribbean
- Coordinated weekly standards training resulting in Top 3 TripAdvisor hotel rating
- Conducted regular department audits and corrected performance gaps; increased service ratings by 5% and repeat business by 15%
- Developed, implemented and executed annual training plan for all departments
- Managed department’s budget with accurate forecasting
- Planned and coordinated annual Employment Fair for 350+ applicants with an effective post screening system
- Implemented interdepartmental programs to improve cross functional relationships
- Consistently secured yearly passes of 85% and over for 2 scholarship programs directly managed
- Conducted performance reviews and determined appropriate growth or disciplinary actions
- Implemented the Lifelong Learning & Back to Basics Programs for adult learners
- Planned and facilitated annual training and pre-college orientation to employees’ children

Manager on Duty/Guest Services Manager
- Managed and coached a team of 5 Guest Service Agents resulting in increased guest satisfaction by scores 3% within 3 months
- Met and appropriately greeted Distinguished, VVIP and all guests including representatives of various Embassies and Consulates
- Conducted check in and check out duties, room inspections, audits and audit reviews
- Managed all guest issues to ensure timely and satisfactory resolution
- Monitored online Guest Survey forums and responded to guest comments
- Facilitated training for all agents and ensured compliance with all Standards
- Provided the highest level of customer service by being vigilant, alert, proactive and responsive

Executive Personal Assistant
- Used multi-tasking skills to manage the busy offices and diaries of two high profile senior executives
- Coordinated travel, planned meetings, business events and managed all correspondences
- Managed office equipment, supplies, maintenance and repairs
- Maintained the hotel’s local and international courier accounts, received and sorted all mail
- Reviewed monthly invoices, validated and authorized payments
- Posted customer payments by recording all transactions and maintained accounting ledgers
- Reconciled monthly bank and book balances to ensure accuracy of financial statements
- Managed hotel’s fleet of over 10 vehicles – research, acquisition, licensing, insurance, maintenance and supervised 5 drivers
 Implemented a preventative maintenance program for cost effectiveness, reducing annual costs by 5%
 Provided recommendations on fleet utilization, tracked fleet usage, sale and replacement
 Organized and supervised LSR defensive driving training for all drivers to increase service efficiency and reduce vehicle wear and tear
- Conducted site visits and interviewed prospective tenants for hotel’s shopping village
- Managed concessionaire leases; ensured all were signed, stamped and current
- Established system to monitor expiry dates for all hotel licenses and permits
- Spearheaded the opening of Resort’s Logo Shops including interviewing and selecting retail staff

EDUCATION
MSc Hospitality & Tourism Management, Revans University, Auckland, New Zealand
Leadership & Management in Organizations– Ryerson University (currently enrolled)

PROFESSIONAL CERTIFICATIONS & AWARDS
Graduated (Summa Cum Laude)
Class Valedictorian, June Clarke Award for Excellence, Presidents Award, Crystal Award for 4.0 GPA
American Food & Drug Administration – Registered ServSafe International Instructor & Examination Proctor, ServSafe Food Protection Manager Certification

AMERICAN HOTEL & LODGING ASSOCIATION
Revenue Management (Maximizing Revenue in the Hospitality Industry) – Certificate
Fundamentals of Destination Management – Certificate
Leadership & Management in the Hospitality Industry – Certificate
Managing Hospitality Human Resources - Certificate
Management of Food & Beverage Operations- Certificate

Former Artist Liaison and Talent Stage Coordinator
Former Education Chairperson
Former Student Mentor
Former Part time Lecturer