Service -oriented person with 10 year background in Hospitality Management . C ore competencies include in Team building , Leadership and Customer satisfaction as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Focused on customer satisfaction
Management of remote employees
Client relations specialist
Conflict resolution techniques
Played an instrumental role in increasing customer satisfaction ratings index from 45% to 80% within 2 years as a Manager who focused on Customer Service.
Reduced staff turnover by 70% in one year by implementing several well-received team and morale-building programs.
Improved customer retention in 1 by 60% from the previous five years.
12/2014 to 05/2016
Bank TellerJPMorgan Chase － Brooklyn, NY
Recommended new customer accounts, including checking, savings and lines of credit.
Part of the opening and closing team when necessary.
Processed sales referrals and promoted bank services and products which contributed to my branch being one of the top branches in North America.
Balanced daily cash deposits and bank vault inventory with minimal error rate.
Assembled in-store marketing displays when requested.
Adhered to Chase security and audit procedures.
Processed cash withdrawals.
Examined checks for identification and endorsement.
Maintained confidentiality of bank records and client information.
Delivered prompt, accurate and excellent customer service.
10/2010 to 03/2013
ManagerSandals Resorts International Montego Bay
Oversee activities directly related to the Beaches Resort Kids programme and related partnerships.
Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Review and compare weekly reports and other performance data to measure productivity and goal achievement and to determine areas needing program improvement.
Manage Department Managers review work schedules and specific duties.
Work alongside group Director in coordinating and organizing Partnership training and product update activities in order to maximize on the relationships and benefits to increase awareness and efficiency.
Work alongside group Director to establish and implement departmental policies, goals, objectives, and procedures, conferring with organization executive bodies and staff members as necessary.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes' Determine goods and services to be used company wide, based on surveys of customer demand.
Work alongside group Director to monitor partnerships and property performance to ensure that we efficiently and effectively work in accordance with the policies and standards while providing the highest of satisfaction to guests.
Recommend upgrades and facility improvement to ensure international standards and guest satisfaction are met.
09/2007 to 10/2010
Beaches Ocho Rios OchoRios, Ja Prepare monthly schedule for Resort's performers Work with the Financial Controller to ensure that budget presented is maintained or effectively adjusted to suite Resort's occupancy.
Obtain information about and/or inspect performance facilities, equipment, and accommodations to ensure that they meet specifications.
Develop contacts with individuals and organizations, and apply effective strategies and techniques to ensure success.
Keep informed of industry trends and and keep team members updated.
Conduct auditions or interviews in order to evaluate potential team members and performers.
Prepare periodic budget reports for departments under my portfolio and meet with executive team to present such.
Hire trainers or coaches to keep team members current and knowledgeable on the industry.
Ensure performance meet the expected requirements of the luxury brand..
07/2005 to 09/2007
Kids Center DirectorBeaches Sandy Bay Resort － Negril
Plan and direct activities such as Partnership training, coordinating with other department heads asrequired.
Develop or implement strategies, including staff development, continuous improvement and knowledge on the Beaches Product.
Oversee activities directly related to guests satisfaction and partnerships and providing services.
Review daily operation, activities and other performance data to measure guest satisfaction and goal achievement and to determine areas needing improvement.
Implement departmental policies, goals, objectives, and procedures, conferring Director of Entertainment and General Manager.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Monitor team members daily activities to ensure that they efficiently and effectively provide needed services while adhering to company policies and providing guest satisfaction.
Associate: Hotel Management and Human Resources JulUniversity Colleges of the Caribbean OchoRiosHotel Management and Human Resources Jul
Bachelor of Arts: Art EducationEdna Manley College of Visual and Performing Arts － Kingston, JaArt Education