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Laurie MacDonald

Laurie MacDonald

Guest Services Associate Manager

CN Tower

Toronto, Canada Area

I am a Customer Service specialist with 15+ years experience in providing an elevated level of service to both internal and external guests. In my career I have worked in many different industries including Food and Beverage, Retail and Guest Services and for many different companies including Tim Hortons, Wal-Mart, Air Canad...

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CN Tower

Guest Services Associate Manager

- Manage a staff of 100+ within the Guest Services Department depending on the season
- Conduct VIP tours for special guests
- Arranged visits and escorted high level VIP's
- Prepare and execute elevation plans for functions 1500+
- Coach, mentor, and lead all members of the Guest Services team
- Contact all Guest actions and ensure we get 100% guest recovery
- Report directly to the Operations Manager
- Designed and Implemented an Observation Ambassador program that highligted all aspects of the City and CN Tower
- Designed and implemented a staff recognition program within Guest Services that is maintained on a weekly basis and improved staff morale
- Assisted in planning, set-up and executing large Meeting Room and Theatre events of 100+