Latusha Palmer
St Ann
Summary
Friendly and reliable hospitality professional with extensive experience in customer service roles within the hotel and tourism industry. Skilled in concierge services, guest relations, appointment setting, and handling customer inquiries. Recognized for creating welcoming experiences for guests, resolving issues calmly, and maintaining high standards of service. A quick learner with strong communication and organizational skills, committed to enhancing guest satisfaction and supporting hotel operations. Seeking a role in a hotel or resort environment where I can contribute to an outstanding guest experience.
Overview
14
14
years of professional experience
Work History
Waitress
Iberostar Hotels & Resorts
01.2021 - 07.2023
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Processed orders and sent to kitchen employees for preparation.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Checked guests' identification before serving alcoholic beverages.
Concierge Agent
Jewel's Resort & SPA
01.2021 - 02.2023
- Assisted guests with dining reservations, transportation, and excursions.
- Provided information on local attractions, restaurants, entertainment, and shopping.
- Responded to guest inquiries regarding hotel services and amenities with professionalism.
- Ensured guest satisfaction by addressing needs promptly and courteously.
Receptionist
Atpoint Group
01.2017 - 12.2020
- Treated visitors with friendly, approachable attitude.
- Communicated effectively across in-person, email, and telephone channels.
- Managed mail, packages and courier deliveries in and out of office.
- Coordinated deliveries and pickups of packages or documents for office.
- Contributed to positive work environment by maintaining professional communication with colleagues at all times.
- Created informational packets for potential clients during their visits.
- Operated office equipment such as photocopiers, fax machines, and printers efficiently.
- Responded to email inquiries promptly, providing accurate information or forwarding messages to appropriate party if needed.
- Maintained well-organized physical and digital records.
- Uphold office security standards, checking in guests and issuing badges.
- Delivered skilled administrative support for diverse daily staff needs and special projects.
- Scheduled and managed meeting spaces for staff.
- Welcomed visitors and conducted tours to highlight features and answer questions.
- Organized master calendar, scheduling appointments, meetings and events for staff.
Waitress
Jewel's Resort & Spa
11.2012 - 09.2015
- Provided excellent customer service to both new and returning clients.
- Addressed and resolved customer concerns with a friendly and solution-oriented approach.
- Maintained professional tone in all communications.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Answered customers' questions, recommended items, and recorded order information.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Front Desk Agent
Glistening Water
01.2010 - 07.2012
- Provided local area information, recommendations, and directions to guests as needed.
- Maintained impeccable reservation records, resolving discrepancies with prompt and actionable solutions.
- Educated guests about area attractions, top restaurants, and available services.
- Assisted guests with special requests, such as booking tours or transportation services.
- Managed group bookings by organizing room assignments according to preferences.
- Resolved guest complaints and inquiries in courteous manner.
- Assisted with luggage storage during check-in and check-out processes.
- Corresponded with team to adhere to quality standards and regulations.
- Oversaw daily check-ins, managed expectations, and offered tips to improve stays.
- Verified guest information and payment methods upon check-in.
- Checked out departing guests efficiently while confirming final charges on their account.
- Coordinated with housekeeping staff to ensure guest rooms were clean and ready for occupancy.
- Answered phone calls professionally and directed them to appropriate departments or personnel.
- Processed reservations made over phone, online, or in person.
- Communicated effectively with other hotel staff members to provide seamless guest service.
Education
Certificate - Business Administration
Aabuthnott Gallimore High
Alexandria, St. AnnNo Degree - Waitering , Housekeeping And Bartending
Carl's Practical Waitering And Home Craft Centre
Falmouth Trelawny09-2012
No Degree - Customer Engagement Associate
Heart Trust NTA/NCTVET
02-2023
Front Desk Agent - undefined
Ocho Rios College
Buckfield Ocho Rios, ST Ann08.2024
Certification - Customer Service Supervisory Management
Heart Trust N.T.A NCTVET
08.2024
Skills
- Hospitality & Guest Service Skills
- Concierge & Front Desk Support
- Guest Relations & Satisfaction
- Reservations & Appointment Scheduling
- Local Attractions & Tourism Knowledge
- Telephone & Email Communication
- Problem Resolution & Complaint Handling
- Multitasking in Fast-Paced Environments
- Professional & Friendly Demeanor
- Explaining products and services
- Data verification
- Customer service
- Salesforce CRM
- Teamwork and collaboration
- Positive attitude
- Relationship building
- Attention to detail
- Phone etiquette expert
- Email management
- CRM software
- Problem-solving
Language
English
Proficient (C2)
Community Service
Stewart Town Primary school, I did voluntary service at Stewart Town Primary school, helping students to read at their grades level and with event planning, extra classes and even debates.
Timeline
Waitress
Iberostar Hotels & Resorts
01.2021 - 07.2023
Concierge Agent
Jewel's Resort & SPA
01.2021 - 02.2023
Receptionist
Atpoint Group
01.2017 - 12.2020
Waitress
Jewel's Resort & Spa
11.2012 - 09.2015
Front Desk Agent
Glistening Water
01.2010 - 07.2012
Front Desk Agent - undefined
Ocho Rios College
Certification - Customer Service Supervisory Management
Heart Trust N.T.A NCTVET
Certificate - Business Administration
Aabuthnott Gallimore High
No Degree - Waitering , Housekeeping And Bartending
Carl's Practical Waitering And Home Craft Centre
No Degree - Customer Engagement Associate
Heart Trust NTA/NCTVET
Similar Profiles
Yanet MachadoYanet Machado
Bartender at Iberostar Hotels & ResortsBartender at Iberostar Hotels & Resorts
DANIELA SANTOS SILVADANIELA SANTOS SILVA
BARMAN at Iberostar Hotels & ResortsBARMAN at Iberostar Hotels & Resorts
Valentina EcheverriValentina Echeverri
Marketing Project/Campaign Manager at Iberostar Hotels & ResortsMarketing Project/Campaign Manager at Iberostar Hotels & Resorts
ANISA NOAD ThomasANISA NOAD Thomas
Housekeeper at Riu ocho RiosHousekeeper at Riu ocho Rios
Judy-Ann SimmsJudy-Ann Simms
Operations Manager at Everyday Chemicals and SuppliesOperations Manager at Everyday Chemicals and Supplies