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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 - 05.2018
Skills
Coaching Training
Guest RelationsDecision Making MultitaskingCreative Problem-solvingComplaint Resolution
SOP CreationSpanish IntermediateOperaMicrosFosseV12EscapiaNorth StarGuest relations
Concierge services
Certification
CAPE - 9 Units Passed (I, II, III)
Interests
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 - 05.2018