Yanick Rivest

• Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects. • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints. • Boosted customer satisfaction, addressing client concerns in a timely and professional manner. • Collected, arranged, and input information into database system. • Collaborated across departments to identify opportunities for process improvements and increased efficiency. • Established key partnerships both internally and externally that contributed significantly toward achieving organizational objectives.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer’s needs. • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service. • Managed high call volume while maintaining a courteous and professional demeanor. • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role. • Met customer call guidelines for service levels, handle time and productivity. • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances. • Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints. • Oversaw regulated greeting and internal processing of guests upon arrival. • Streamlined check-in processes, reducing wait times and improving overall guest satisfaction. • Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.

• Head Concierge of Private Club Lounge Privilege Members. • Maintained high level of professionalism and discretion when dealing with guests. • Maintained accurate and up-to-date records of guest information. • Managed VIP guest requests with discretion, maintaining confidentiality and exceeding expectations. • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

• Organized and coordinated the F1 race for our 60 VIPs during a 4-day weekend every year. • Created customized itineraries for guests based on individual preferences and needs, enhancing their stay experience. • Managed VIP guest requests with discretion, maintaining confidentiality and exceeding expectations. • Assisted guests with travel arrangements, ensuring seamless transportation experiences. • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

• Managed all arrival and departure for our privileged VIP members. • Managed any last-minute special requests for our executive members. • Offered friendly and efficient service to customers, handled challenging situations with ease. • Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction. • Maintained detailed records of guest preferences to personalize future visits. • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

• Managed requests from a large 1050-room hotel. • Organized conferences and events for large groups from all around the world. • Organized all guest events and ensure proper follow ups. • Organized and coordinated arrivals and departures for large group.