Florence Leblanc-Bélanger

- Manage high-volume, full-cycle recruitment, including sourcing, screening, interviewing, offer preparation, and onboarding coordination. - Partner with hiring managers and business stakeholders to identify staffing needs, refine job requirements, and support effective hiring decisions. - Proactively source candidates through LinkedIn, job boards, and professional networks to build talent pipelines for current and future hiring needs. - Screen and assess candidates through resume review and phone interviews, presenting shortlists of qualified candidates and coordinating interview processes. - Prepare employment offers, contracts, and onboarding documentation, ensuring accuracy and a smooth transition for new hires. - Serve as the primary point of contact for new employees, managing pre-boarding and onboarding processes, including benefits enrollment and documentation compliance.

Alt Hotel Ottawa - Oversaw Front of House operations including front desk, bar, and banquet services in a high-volume hospitality environment. - Managed and supported a large team of supervisors, front desk agents, night auditors, conference porters, and bartenders, ensuring smooth daily operations. - Led full-cycle hiring for front office and operational roles, including job postings, resume screening, interviews, and onboarding. - Conducted performance evaluations, coaching, and employee relations management, supporting employee development and retention. - Contributed to 8 internal promotions, fostering career growth and internal mobility. - Collaborated with leadership to forecast staffing needs, manage scheduling, and ensure operational coverage. - Managed departmental budgets including payroll and operational expenses. - Resolved guest concerns and operational challenges while maintaining a high standard of service. - Oversaw bar operations including inventory management, supply ordering, licensing compliance, and operational planning.

Alt Hotel Ottawa - Led front-line hospitality teams, fostering a positive and collaborative work environment while ensuring smooth daily operations. - Coached, trained, and mentored employees, supporting professional development and strong team performance. - Addressed operational challenges and guest concerns through effective problem-solving, de-escalation, and decision-making. - Supported the General Manager with budget monitoring, revenue management, and operational planning. - Implemented procedures and service improvements to enhance guest satisfaction and operational efficiency. - Conducted employee performance evaluations and feedback discussions to support continuous improvement. - Served as Interim Guest Services Manager at Le Germain Ottawa for three months while maintaining responsibilities at Alt Hotel Ottawa, ensuring operational continuity during the recruitment of a permanent manager.

Le Germain Ottawa - Oversaw daily operations of Front Desk, Valet, Bellman, and Concierge teams, mentoring employees to consistently exceed guest expectations. - Recruited, hired, trained, and developed staff, setting performance goals and conducting regular performance evaluations. - Developed and delivered training programs and onboarding sessions, including the “Creating Emotional Connections with Guests” program for employees. - Managed front office scheduling and staffing levels while ensuring adherence to operational standards. - Improved customer satisfaction scores through effective conflict resolution and problem-solving. - Managed travel agency commissions and front office administrative processes.

- Managed client reservations, confirmations, and cancellations while responding to inquiries about spa services and ensuring a positive guest experience. - Updated and maintained training materials and trained staff to ensure consistent service standards. - Developed targeted advertisements and promotions to reach key audiences and drive sales. - Created engaging social media content for Facebook and Instagram to increase brand visibility and customer engagement.

- Developed and maintained training materials for front desk staff, supporting onboarding and operational consistency. - Welcomed arriving guests, assigned rooms according to special requests, and performed accurate daily check-ins and check-outs. - Resolved guest concerns and escalations with empathy, ensuring satisfaction and maintaining service standards. - Promoted room upgrades and premium accommodations to increase revenue and meet monthly sales targets. - Recognized with Employee of the Month (January 2018) for effectively handling high-pressure situations.