Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Receptionist
CALLESE WALLACE

CALLESE WALLACE

Guest Services & Front Office Expert

Summary

Goal-Oriented Guest Services professional with knowledge about customer preferences, industry standards, successful strategies for maintaining guest loyalty and building long-lasting relationships. With over 6 years demonstrated success in stella customer service, Front office procedures and managing guest services operations; I am well-versed in handling VIP clients and groups.

Overview

5
5
years of professional experience
6
6
Certifications

Work History

Front of House Agent (Guest Service Coordinator)

The Tryall Club
, Jamaica
11.2021 - Current
  • Prepared all driver schedule and arranged airport transfers for over 850 guest weekly in High Season
  • Resolved caller issues quickly and thoroughly. Expertly navigated through over 65 emails per day
  • Generated pre-call reports to accurately inform villa staff of guest food choices, allergies, special requests and flight information
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Check guests in and out of the resort in a courteous and pleasant manner

Assistant Guest Service Manager

Springhill Suites By Marriott
, USA
09.2020 - 07.2021
  • Strictly enforced safety procedures for both internal and external guests and liaised with law enforcement to enforce risk management during a global Pandemic
  • Streamlined check-in process to decrease wait times and increase customer satisfaction. Assigned special room rates based on eligibility
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Curated housekeeping schedule in Spanish to effectively communicate with bilingual staff and Performed rooms inspections
  • Reduced market item costs by USD $1670 for the bimonthly by negotiating prices and identifying new suppliers. Paid suppliers in a timely manner

Front Desk Agent

Palmetto Dunes Ocean Front Resort
SC, USA
06.2020 - 07.2021
  • Oversaw the systematic operation of the front desk during peak pandemic and strategized a recovery system for guest complaints resulting in 37% increase in satisfaction
  • Accurately maintained and edited guest folio resulting in revenue security and collaborated with team members to handle guest requirements from check-in through check-out
  • Liaised with third party companies to maintain over 350 villas and to mitigate damages.
  • Used V12 PMS to design training for new Front Desk employees and increase company retention and productivity rates 32%.


Front Desk Agent/ Market Champion

AC Hotels
, Jamaica
03.2019 - 12.2019
  • Greeted visitors and guests upon arrival, offered assistance to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Managed AC Inventory, met with suppliers to determine quantities and pricing and provided support and engaged employees to grow sale trends to 10% every week
  • Conducted property tours and convention facilities in conjunction with the marketing department
  • Aided with market awareness and facilities booking.


Education

Master of Science - Business Administration

Barry University
08.2023 - Current

Bachelor of Science - Hospitality & Tourism MGNT

University Of Technology Jamaica
08.2014 - 2018.05

Skills

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Certification

CAPE - 9 Units Passed (I, II, III)

Interests

Reading

Networking

Tennis

Swimming

Timeline

Master of Science - Business Administration

Barry University
08.2023 - Current

Front of House Agent (Guest Service Coordinator)

The Tryall Club
11.2021 - Current

Assistant Guest Service Manager

Springhill Suites By Marriott
09.2020 - 07.2021

Front Desk Agent

Palmetto Dunes Ocean Front Resort
06.2020 - 07.2021

Front Desk Agent/ Market Champion

AC Hotels
03.2019 - 12.2019

Bachelor of Science - Hospitality & Tourism MGNT

University Of Technology Jamaica
08.2014 - 2018.05

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CALLESE WALLACEGuest Services & Front Office Expert