Olivia King

• Phone: +1 416 555 0123
• Email: olivia.king@email.com
• Location: Toronto, Canada
• LinkedIn: oliviakinglodgingpro

Summary

Directed daily operations for mid-sized hotel properties for over 7 years, consistently achieving top-tier guest satisfaction scores and optimizing revenue streams. Proven ability to lead diverse teams, manage complex budgets, and implement strategic initiatives that enhance guest experience and operational efficiency.

Adept at front office management, facilities oversight, and staff development, driving a culture of service excellence and continuous improvement in the competitive Toronto hospitality market.

Experience

Lodging Manager, The Broadview Hotel -- Toronto, Canada

Mar 2019 – present

• Managed all aspects of a 58-room boutique hotel, including front desk, housekeeping, maintenance, and food & beverage operations, ensuring seamless guest experiences.

• Increased average daily rate (ADR) by 12% and occupancy by 8% through strategic pricing and targeted marketing initiatives over two years.

• Implemented new staff training programs, reducing employee turnover by 15% and improving guest service scores by 20% on TripAdvisor.

• Oversaw a $500,000 renovation project for guest rooms and common areas, completing it 10% under budget and ahead of schedule.

Assistant Lodging Manager, Hotel X Toronto by Library Hotel Collection -- Toronto, Canada

Aug 2016 – Feb 2019

• Supported the General Manager in the daily operations of a luxury 404-room hotel, focusing on guest relations, staff supervision, and quality control.

• Streamlined check-in/check-out processes using a new property management system, reducing average wait times by 25%.

• Managed a team of 40+ front-of-house staff, including scheduling, performance reviews, and ongoing professional development.

• Resolved complex guest complaints, maintaining a 95% satisfaction rate for issue resolution.

Front Office Supervisor, Chelsea Hotel, Toronto -- Toronto, Canada

June 2014 – July 2016

• Supervised a team of 15 front desk agents, ensuring adherence to hotel standards and delivering exceptional guest service.

• Handled reservations, guest check-ins, and check-outs for a 1,590-room hotel, managing high-volume periods efficiently.

• Trained new hires on hotel procedures, software, and customer service protocols.

• Assisted in managing room inventory and allocating rooms to maximize occupancy and revenue.

Education

George Brown College, Advanced Diploma in Hotel Operations Management -- Toronto, Canada

Sept 2012 – Apr 2014

Skills

Lodging Operations: Front Office Management, Housekeeping Management, Facilities Oversight, Revenue Management, Budgeting & Forecasting, Vendor Relations, Quality Assurance, Property Management Systems (Opera PMS, Cloudbeds)

Guest Services: Guest Relations, Complaint Resolution, VIP Services, Concierge Services, Service Recovery, Guest Satisfaction Surveys (GSS)

Leadership & Management: Team Leadership, Staff Training & Development, Performance Management, Scheduling, Conflict Resolution, Cross-functional Team Collaboration, Strategic Planning

Compliance & Safety: Health & Safety Regulations, Emergency Procedures, Security Protocols, Accessibility Standards (AODA)