Emma Caldwell

Hotel Receptionist

Multilingual Hotel Receptionist with 6 years across full-service and boutique properties in Toronto. Holds a 9.2 out of 10 guest satisfaction score and grew room upsell 12 percent on Opera Cloud. Strong on cashiering accuracy, night audit, and first-contact complaint recovery. Fluent in English and French.

[email protected] +1 416 555 0192 Toronto, ON, Canada
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Skills
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Certifications
Work Experience
Front Desk Agent
Fairmont Royal York
Mar 2021 — PresentCurrentToronto, ON
  • Manage check-in and check-out for a 1,300-room downtown property on Opera Cloud, covering both early-morning and overnight shifts
  • Hold a 9.2 out of 10 guest satisfaction score across three years of post-stay surveys
  • Grew room-category upsell 12 percent by matching upgrades to the reason for each stay at arrival
  • Resolve guest complaints at first contact, coordinating with housekeeping and concierge before they reach the duty manager
Receptionist and Cashier
Drake Hotel
Jul 2018 — Feb 2021Toronto, ON
  • Handled arrivals, departures, cashiering, and night-audit support for a 51-room boutique hotel
  • Processed folios and card payments with zero cash discrepancies over two full years
  • Supported VIP arrivals and group bookings during festival weekends at full occupancy
  • Trained two new agents on Opera and the property's service-recovery standards
Guest Services Associate
Holiday Inn Toronto Airport
Aug 2016 — Jun 2018Mississauga, ON
  • Checked in business and aircrew guests around the clock on a high-turnover 444-room property
  • Booked shuttle runs and managed late arrivals, keeping the front desk staffed through every night shift
  • Answered phone and email enquiries within posted response times during peak travel seasons
Skills
Opera Cloud PMSCheck-in and Check-outCashiering and Night AuditComplaint ResolutionUpsellingRoom Status CoordinationTelephone and Email EtiquetteGuest PersonalisationPOS and Folio HandlingMicrosoft Office SuiteProblem SolvingAttention to DetailCultural Awareness
Education
Diploma, Hospitality and Tourism Management
George Brown College
2013 — 2016
Certifications
Smart Serve Responsible Alcohol Service
Smart Serve Ontario
2021
Opera Cloud Front Office Certification
Oracle Hospitality
2021
Emergency First Aid and CPR Level C
Canadian Red Cross
2020
Languages
English
Native
French
Fluent
References available upon request.
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