Peggy Fredrick

Peggy Fredrick

Work History

Work History

Night Auditor

Best Western Plus
  • To produce accurate and timely reports and correctly handle all cash transactions.

  • To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts.

  • To follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centres

  • Post banquet charges and create permanent accounts for upcoming events.

  • Ensure all monies are accounted for.

Front Desk/Manager On Duty

Best Western Plus
  • Ensure that the arrivals' checklist is updated daily and that inconsistencies are investigated immediately.

  • Register arriving guests and assign rooms.

  • Maintain an inventory of vacancies, reservations and room assignments.

  • Answer inquiries regarding hotel services and registration by telephone and in person.

  •  Provide information about services available in the community and respond to guest's complaints.

  • Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual system.

  • Process reservations by telephone and email.
  • Register arriving guests and assign rooms.

  • Maintain an inventory of vacancies, reservations and room assignments.

  • To produce accurate and timely reports and correctly handle all cash transactions.

  • To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts.

  • To follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centres.

2007 - 2009

Head Night Auditor

Hilton Garden Inn
  • Responsible for conducting all nightly audit-related duties while operating the hotel's front desk systems for PBX, reservations, and check-in/check-out in accordance with Hilton's standards for quality, cleanliness, guest satisfaction, and safety and security.

2005 - 2008

Coach/Active Team Leader

Bell Canada
  • Effectively manage diverse employees, adapting management and communication style for best results with each individual.

  • Successfully resolved staff problems, including negative attitude, lack luster performance, and poor attendance; built a productive team that delivers exemplary customer service.

  • Trained new employees on computer software programs and sales techniques.

  • Monitored calls for coaching opportunities in sales, customer service and order accuracy. Delivered coaching to employees with both positive and negative feedback.

2004 - 2005

Sales Representative

Bell Canada
  • Exceeded record daily sales results. Was in the top two percent in Ontario for sales result and won countless awards. Was consistently between 150-180% to target.

  • Created performance benchmarks for customer service team, establishing goals for accuracy, and rapid solution. Personally perform at twice the pace of the rest of the sales team.

  • Recognized for excellence in customer satisfaction and problem solving.

  • Answered customer calls received by phone and mail, processed orders, resolved problems and provided assistance/service to nationwide customer base.

2002 - 2004

Trainer

Startek
  • Trained new employees, team leaders and senior management for launch of a new call center.

  • Created and rewrote existing training manuals for training department.

  • Evaluated performance of all new staff while in training with tests, monitoring calls and in class activities.

  • Assisted Team Leaders with struggling employees by shadowing on their calls, providing feedback and tracking all coaching sessions for team leaders.

  • Supported new employees by helping them on calls, assisting customer service representatives with finding the correct answer on their computer and providing feedback to their team leader.

Education

Education
2009

International Career School

Various courses in Travel and Tourism.

2007

Canadian Tourism College

Completed courses in Hospitality and Tourism, Front Desk Operations, Housekeeping Operations, Casino Management, Restaurant Operations.

2003

StarTek
1998

Business Administration

The Ontario Business College

Graduated with Honors

Skills

Skills

Focus

Efforts always stay targeted on what creates income and reduces costs.

Service Excellence

Creating new clients and maintaining established relationships.

Achievement

Delivering performance in the top 1% in all previous positions.

Communication

Inspired team commitment to quality service and customer satisfaction.

Management

Optimizing people and increasing revenue to meet customer objectives.

Leadership

Mentored/coached groups of up to 30 people

Customer Service

Objective

A hotel management position or other hotel position utilizing my extensive hospitality expertise and demonstrated customer service and sales skills.

The Hospitality field is my passion and I am working towards gaining experience to become a hotel manager.

Summary

I am a highly skilled hospitality and customer service professional with a strong background in successful business management strategies and innovative operational solutions. I've had extensive experience with a broad range of professional and hospitality positions and would welcome the opportunity to contribute to your hotel. In addition, with exceptional customer support capabilities, I can offer a level of versatility that can make a real difference to your hotel.

My background in customer service has provided me with excellent people and communication skills necessary to succeed in the fast paced and exciting hospitality industry. I am adept at arranging and managing schedules, coordinating multiple activities and ensuring the highest levels of customer service are maintained at all times. I am able to communicate pleasantly and effectively with staff members, vendors and clients. In addition, I am skilled in working with clients to determine specific needs.

Some of my key strengths and achievements include:

  • Extensive experience with large-scale business clients providing high-level support, building critical business relationships and addressing the long and short-term needs of the customer.

  • Results-oriented site supervision and project management capabilities including scheduling, staff management, project budgeting and strategic planning.

  • Excellent organizational, time-management and communication skills with the flexibility and experience required to adjust to rapidly changing schedules and shifting priorities.

  • A hands-on problem solver and critical thinker who can quickly learn new systems, with experience in a variety of office management software systems including Microsoft Office, and Internet.

Interest

Reading, Photography, Golf, Baking, Continuous Learning, Travelling

Certifications

Certifications
2003 - Present

Train the Trainer

StarTek
2010 - 2013

CPR

St-John's Ambulance