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portfolios
My Performance
Endurapak
Superior Glove
S.A.Y.E.S.
Atrium
on Bay
Royal York
Hotel
About Mark |
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Starting as an elevator operator
I was quickly promoted to Bellman: first the night- and then
the day-shift. In September of 1988 I was again promoted to Lobby Host
(Management).
I excelled in my front-line
customer service responsibilities and became actively involved in the
organizational culture. In this Guest Services
capacity my linguistic abilities (French, German, Spanish, Italian
and Japanese) were also well utilized.
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Feature
A sense of ownership
was experienced and fostered among a team of 1200 employees.
In a front line capacity my actions
beyond the realm of my responsibilities expanded my leadership and
influence organization-wide.
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- Awards within the five years of exceptional
service:
- Guest Testimonial Letters within five years of
exceptional service:
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Xerox:
Quality Manager and related management
letter
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Air
Canada: Account Executive
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Executive Relocation Management: Marketing Director
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General Refrigeration: Human Resources Administrator
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CP Hotels:
Front Office Administration
- "Friend
of the Month" award with numerous nominations
- Generated publicity for Royal York Hotel in the
A.S.Q.C.’s Autumn 1988 publication: "Now You
See It: The Magic of Quality.", which focused on
service-delivery
- Participated in the American Society for Quality
Control ‘s (A.S.Q.C.) 1989 Host Committee for their Toronto,
Ontario convention
- "Friends in the Right Places"
team captain for two
years
- Numerous suggestions
submitted
- Charitable involvement included Hotelympiad &
Big Brothers’ Annual Christmas Party
Lobby
Host (Jr. Management): 09/88 - 03/89
- Provided Concierge Services
- Supervised Bellstaff (of eight)
- Served as interpreter in trouble-shooting
situations
Bellman:
10/84 - 09/88
- Performed luggage-handling duties
- Served as interpreter in trouble-shooting
situations
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Benefit
The ability to successfully manage the
service delivery program of an organization.
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The focus and attention to detail in the
service-delivery and managing the "moments of truth" provided the
foundation of ensuring that whichever product/service I am promoting
attention to this element of the sales process is a part of the package.
I take this opportunity to thank my colleagues with whom
we served our customers and a special thanks to the late Richard Patterson
who shared with me beyond his friendship, his extensive knowledge of
safety and security in this and other environments.
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