Open To Work
LATOYA T. GAGER
Falmouth,JM
Work Preference
Summary
Results-driven Front Office Supervisor skilled in leading front desk operations and ensuring exceptional guest experiences. Expertise in staff training, conflict resolution, and operational efficiency, consistently achieving high standards in luxury hospitality environments. Dynamic Front Office Supervisor with a strong history of elevating guest satisfaction and driving revenue through efficient front desk management. Proven leader in team performance and conflict resolution, committed to delivering outstanding service in high-end hospitality. Positive Front Office Supervisor with an exceptional eye for detail and approachable yet determined attitude. Leadership trained with high expectations for personal work and employee contributions. Front Office Supervisor dedicated to operational excellence and exceptional service delivery. Proficient in managing front desk workflows, training staff, and resolving guest inquiries, ensuring a seamless and high-quality guest experience.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Front Office Supervisor
Current/Target Role
- Current
- Lead and supervise front desk operations to ensure high standards of guest service and operational efficiency.
- Manage staff schedules, training, and performance to maintain a cohesive and high-performing team.
- Oversee guest arrival and departure processes, ensuring accuracy, privacy, and a seamless experience.
- Act as the primary escalation point for complex guest issues, resolving complaints with professionalism and empathy.
- Monitor daily reports, billing accuracy, and front office protocols to uphold company brand standards.
Front Desk Agent / Sales & Reception Support
Ocean Coral Spring
Trelawny, JM
- Current
- Managed front desk operations, guest check-ins, and departures while upholding top-tier luxury hospitality brand standards.
- Consistently drove departmental revenue and guest satisfaction, earning recognition for top performance.
- Resolved escalated guest inquiries and supported reception department workflow to maintain seamless daily operations.
Sales Associate/Closer
Diamonds International
Falmouth, JM
10.2012 - 07.2019
- Oversaw daily operations and managed staff responsibilities.
- Collaborated on inventory management, including scanning and merchandising of high-value assets.
- Provided guidance to staff on handling complex issues and resolving escalated disputes.
- Trained employees on company policies, job duties, and service standards.
- Consistently achieved high-volume sales targets through effective communication and negotiation.
Receptionist (Watersports)
Half Moon Hotel
Rosehall, St. James
01.2005 - 01.2006
- Solicited and promoted additional services to enhance the guest experience.
- Resolved service and billing complaints, including processing refunds and adjustments.
- Managed front-end financial operations and billing arrangements.
- Documented guest feedback and ensured the successful resolution of all inquiries.
Customer Service Representative
National Water Commission
Falmouth, Trelawny
01.2000 - 12.2000
- Evaluated staff performance to ensure quality service delivery and effective resource utilization.
- Assisting with customers queries and concerns, bill collections.
Front Desk Agent
Iberostar
Lilliput, St. James
- Managed guest check-in/out procedures while maintaining strict privacy standards.
- Provided comprehensive information regarding resort services and amenities.
- Maintained detailed records of guest interactions, complaints, and service recovery actions.
- Managed financial transactions, including deposits, billing, and payment processing.
- Communicated with guests regarding claim investigations and service adjustments.
Education
Joint Certification - Office Software, HEART Customer Service Certification
HEART Trust NTA
Falmouth, Trelawny, JM01-2005
High School Diploma - CXC/SSC subjects
Cedric Titus High School
Clark's Town, TrelawnySome College (No Degree) - Customerservice
Heart Trust NTA,Falmouth Trelawny (JM)
Falmouth Tharpe StreetSkills
- Team Management
- Staff Training
- Conflict Resolution
- Performance Management
- Front Office Procedures
- Financial Reconciliation
- Billing & Deposits
- HR Policies & Procedures
- Public Speaking
- Negotiation
- Customer Relations
- Effective Communication
- Highly Organized
- Innovative
- Team Player
- Stress Management
- Personal Efficiency
Certification
- Leadership Development Programme (25 hours), Felicitas Ltd / Ocean by H10 Hotels, 12/31/25
- Certified Guest Service Professional, American Hotel & Lodging Association, 06/17/24
- Standard Level First Aid & CPR (including Paediatric First Aid), E-FAST, 05/02/24, 06/02/26
- Customer Service Excellence Course, Tourism Product Development Co. Ltd, 11/15/23
- Team Jamaica Programme, National Council on Technical Vocational Education and Training, 09/03/24
- Sexual Harassment Sensitisation Session, Bureau of Gender Affairs / Felicitas Limited, 10/26/23
- Workplace Drug Awareness & Prevention Programme, National Council on Drug Abuse / Felicitas Limited, 09/15/23
Awards
- Top Sales Award (Front Desk Department), Ocean Coral Spring, 01/31/25
- The Motivator Award, Ocean Coral Spring, 01/31/25
- Employee of the Month Nominee (Reception Department), Ocean Coral Spring, 04/30/25
- Special Recognition Award (Honorary Presenter), Tourism Training Department, 09/03/24
- Certificate of Excellence, Diamonds International, 2016
Timeline
Sales Associate/Closer
Diamonds International
10.2012 - 07.2019
Receptionist (Watersports)
Half Moon Hotel
01.2005 - 01.2006
Customer Service Representative
National Water Commission
01.2000 - 12.2000
Front Desk Agent
Iberostar
Front Desk Agent / Sales & Reception Support
Ocean Coral Spring
- Current
Front Office Supervisor
Current/Target Role
- Current
Joint Certification - Office Software, HEART Customer Service Certification
HEART Trust NTA
High School Diploma - CXC/SSC subjects
Cedric Titus High School
Some College (No Degree) - Customerservice
Heart Trust NTA,Falmouth Trelawny (JM)