Pearson Hotel, Toronto
Managing the evening shift through travel disruption.
Four years of evening front-desk and guest operations
The shift
I worked for four years at Pearson Hotel near the airport. During my time, the property had 240 rooms including its extension. On evening shifts, I often handled the front desk independently alongside the shuttle driver.
What I handled
I managed calls, airline accommodation requests, Booking.com and Expedia reservations, arrivals and room concerns. When severe weather cancelled flights, passengers arrived tired, stressed and unsure of their next step.
Working through disruption
I supported guests through their overnight arrangements and departure, found other hotels when rooms were unavailable, and coordinated responses to issues including power outages. I had to prioritise each request, keep guests informed and arrange an alternative when the hotel could not accommodate them.
Skills in practice
Reservation handling, prioritisation, guest communication and decisions under pressure.