Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Ingrid Walker Phillips

Ingrid Walker Phillips

Hanover

Summary

Efficient individual known for high productivity and task completion. Specialize in customer relationship management, operational efficiency, and conflict resolution. Excel at communication, teamwork, and adaptability, ensuring smooth operations and positive guest experiences.

Overview

25
25
years of professional experience

Work History

Assistant Guest Services Manager

Princess Hotels & Resort Jamaica
01.2024 - Current
  • Coordinated with other departments to ensure seamless integration of guest services activities into overall hotel operations.
  • Ensured compliance with local health regulations as well as industry standards relating to safety and security protocols.
  • Trained new staff on customer service best practices to ensure a high-level of service delivery.
  • Drafted detailed job descriptions for each position within the guest services team.
  • Successfully coordinated procurement and implemented standardized operational practices at the resort, ensuring seamless day-to-day operations and exceptional guest experiences.
  • Worked collaboratively with other managers across different departments in order to ensure smooth operations throughout the entire facility.
  • Organized promotional events for guests in order to increase brand awareness and loyalty.
  • Conducted weekly meetings with team members to discuss strategies for improving customer service standards.

Guest Relation's Supervisor

Grand Palladium Resort & Spa
10.2015 - 12.2022
  • Expect and react promptly to guests' requirements and inquiries.
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, Repeaters, etc).
  • Supervise and coach guest relations team to ensure all standards and operating procedures are adhered to.
  • Appraise team performance and produce quarterly reports.
  • Promote all amenities and programs offered.
  • Filing of insurance documents for legal purposes.
  • Examine activities logbook and assign task appropriately.

Sales Executive

Grand Lido Hotel
08.2011 - 06.2015
  • Responsible for selling and marketing vacation clubs to prospective customers.
  • Demonstrating and presenting products.
  • Negotiating contracts and packages.
  • Aiming to achieve monthly and annual targets.

Customer Service Representative

E-Services Group International
02.2003 - 01.2011
  • Manage large amounts of inbound calls in timely manner for current and potential customers.
  • Identify customer needs, clarify information and provide solutions or alternatives.
  • Seize opportunities to upsell products when need arise.

Asst. Administrator/School Leavers Training Program

Newport Vocational Training Center
09.2000 - 12.2002
  • Answering and directing phone calls.
  • Organising, coordinating and scheduling meetings and appointments.
  • Maintaining filing system.
  • Checking and distributing documents and correspondence.
  • Responsible for all tasks relating to payroll processing such as collection of employee timesheet etc.

Education

Certificate/ CXCs - English Language, Principles of Business, Social Studies, Communication Task

Ruseas High School
Hanover

Guest Service Gold Tourism - certificate

American Hotel & Lodging Educational Institute
02.2024

Diploma - Supervisory Management

HEART TRUST/NTA
04.2022

Skills

  • Proficient in communication
  • Skills
  • Knowledge of Microsoft Office, Word, Excel & Powerpoint
  • Task Delegation
  • Staff Training and Development
  • Strong leadership
  • Team Management
  • Guest Relations
  • Complaint Handling
  • Budgeting and financial management

References

Hughhill, Simms, Guest Experience Manager, 876-831-2774, Princess Hotels & Resort Jamaica

Timeline

Assistant Guest Services Manager

Princess Hotels & Resort Jamaica
01.2024 - Current

Guest Relation's Supervisor

Grand Palladium Resort & Spa
10.2015 - 12.2022

Sales Executive

Grand Lido Hotel
08.2011 - 06.2015

Customer Service Representative

E-Services Group International
02.2003 - 01.2011

Asst. Administrator/School Leavers Training Program

Newport Vocational Training Center
09.2000 - 12.2002

Certificate/ CXCs - English Language, Principles of Business, Social Studies, Communication Task

Ruseas High School

Guest Service Gold Tourism - certificate

American Hotel & Lodging Educational Institute

Diploma - Supervisory Management

HEART TRUST/NTA

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Ingrid Walker Phillips