Kino-Ray Cummings

• Manage VIP protocols, room assignments, privilege lounges, privilege pool and beach areas. General oversight privilege agents and butlers. Ensured that all 92 privilege rooms were maintained to standard, in collaboration with the relevant departments. Ensured good management of the department’s budget and manning. Maintain excellent working relationship with travel partners/tour operators.

• Managed team of 10 agents who addressed the daily affairs of the guests.
• Handled complaints and compensation packages for guests who had issues or concerns which affected their experience.
• Handled all matters relating to public relations and guest satisfaction.
• Ensured that all quality systems were followed in accordance with the company;s policy.
• Managed and increased departmental audit scores about the 95% mark given by the company.
• Managed staff related matters and increased staff retention by 20%

• Manage online brand presence,
• Review/respond to guest feedback.
• Analyze and report the main factors affecting the image of the company.
• Monitor the competitive set to ensure trends are identified.
• Monitor and present findings as to the quality standards and the corelation between adherence to same and guest satisfaction.
• Respond to guest reviews and increased response rate to over 99% on all platforms.

• Delivered tailored customer on product design and product customization.
• Maintained customer service standard at the highest possible level.
• Maintained quality scores of over 95%, as per policy.
• Contributed to the client retention goal of over 70%.

• HIV/STI testing and counseling,
• Conduct monthly sex education workshops
• Conduct outreach activities.
• Cross agency collaboration.
• Conduct community-based projects and needs assessments.
• Achieved testing targets of 80% per month.

• As a Community Peer Educator, I was responsible for the duties listed below:
  
  HIV/Syphilis testing and counseling, via the finger prick method.
• Assisting individuals who tested positive through the transition process.
• Conducting community based workshops.
• Conducting community based projects.
• Visiting various clinics in my assigned health district

to conduct test and counseling.

• Conducting outreach programs in schools, churches, companies and public/private events.
• Working with members of at risk groups, to provide education and sensitization.
• Conducting community based projects and needs assessments.
• Data analysis and upload to the national database.

Met and exceeded testing set 85 % testing targets.

• Concierge functions, front office functions, coordinated special events and performed general guest service/public relations duties
• Ensured that the standard a 80% and above call quality standard.