{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "Emma Caldwell",
    "label": "Hotel Receptionist",
    "summary": "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.",
    "location": "Toronto, ON, Canada",
    "profiles": [
      {
        "network": "LinkedIn",
        "username": "emmacaldwell",
        "url": "https://linkedin.com/in/emmacaldwell"
      }
    ]
  },
  "work": [
    {
      "company": "Fairmont Royal York",
      "position": "Front Desk Agent",
      "location": "Toronto, ON",
      "startDate": "2021-03",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Drake Hotel",
      "position": "Receptionist and Cashier",
      "location": "Toronto, ON",
      "startDate": "2018-07",
      "endDate": "2021-02",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Holiday Inn Toronto Airport",
      "position": "Guest Services Associate",
      "location": "Mississauga, ON",
      "startDate": "2016-08",
      "endDate": "2018-06",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "George Brown College",
      "degree": "Diploma",
      "field": "Hospitality and Tourism Management",
      "startDate": "2013",
      "endDate": "2016"
    }
  ],
  "skills": [
    "Opera Cloud PMS",
    "Check-in and Check-out",
    "Cashiering and Night Audit",
    "Complaint Resolution",
    "Upselling",
    "Room Status Coordination",
    "Telephone and Email Etiquette",
    "Guest Personalisation",
    "POS and Folio Handling",
    "Microsoft Office Suite",
    "Problem Solving",
    "Attention to Detail",
    "Cultural Awareness"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Native"
    },
    {
      "language": "French",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "Smart Serve Responsible Alcohol Service",
      "issuer": "Smart Serve Ontario",
      "date": "2021"
    },
    {
      "name": "Opera Cloud Front Office Certification",
      "issuer": "Oracle Hospitality",
      "date": "2021"
    },
    {
      "name": "Emergency First Aid and CPR Level C",
      "issuer": "Canadian Red Cross",
      "date": "2020"
    }
  ],
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    "sponsorship": false
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Diploma"
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