Maxime Houron

Lead the Organization-wide Service Promise shift project for the upcoming year, touching on workplace and service culture by implementing new training material. Manage a team of Customer Experience Representatives promoting our products and increasing brand awareness. Ensure the integrity of the customer service journey, proactively manage the customer experience and manage a highly successful and efficient service environment. Working cross-functionally, I liaise with the Marketing, recreation, finance and leasing departments to ensure a successful and smooth transition of the customer service promise.

• Oversee the daily operations of the Reception Department. • Delegate daily tasks to front desk agents. Guest complaints management and resolution. • Direct and train front desk staff and operators. • Assist in new-hire and on-going training. • Delegate daily upcoming tasks to various department in the hotel • Ensure all necessary reports and forms are completed daily. • Preparing, monitoring and greeting VIP groups such as NHL Teams, NBA Teams, National Sports Teams, Celebrities, Entertainment Groups, etc. • Part of the Emergency Responsive Team (ERT) dealing with Fire alarms, personal injuries, etc. • Monitoring inventory and maximizing occupancy in the best interest of the property. • Maintaining / improving Guest Experience Index (GEI). • Strategically monitor hotel activity and reservation to maximize revenue.

My purpose is to help clients reach their real estate goals in a professional and stress-free environment. If you are thinking of buying or selling real estate, you can count on me to guide you through the many processes and exceed your highest expectations.