Lorraine Robinson
Turks And Caicos Islands
Summary
Dynamic Guest Service Expert with a proven track record at Ritz Carlton TCI, excelling in complaint handling and reservation management. Recognized for enhancing guest satisfaction through exceptional communication and problem-solving skills. Developed strong relationships with repeat guests, fostering loyalty and ensuring seamless event execution. Committed to delivering outstanding service in high-pressure environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Guest Service Expert
Ritz Carlton TCI
10.2025 - Current
- Dinner reservations management, coordinating floorplan, communicating with kitchens and restaurants. Staff for a seamless service.
- Delivered exceptional guest service by addressing inquiries and resolving issues promptly.
- Assisted in maintaining cleanliness and organization of service areas to enhance guest experience.
- Supported team with operational tasks, ensuring smooth daily operations and efficient workflow.
- Adapted quickly to various customer needs while maintaining a positive attitude under pressure.
- Collaborated with colleagues to create a welcoming atmosphere for guests through attentive service.
- Participated in training sessions to improve knowledge of products and services offered.
- Assisted in the coordination of events and functions held at the property, ensuring seamless execution and positive experiences for all attendees.
- Ensured adherence to safety protocols within the property, contributing to a secure environment for both guests and employees.
- Managed reservation systems accurately, reducing instances of overbooking or booking errors leading to greater guest satisfaction.
- Developed strong relationships with repeat guests, fostering loyalty and promoting return visits.
- Coordinated group bookings for events or conferences, ensuring seamless planning and execution of accommodations for large parties.
- Utilized extensive knowledge of local attractions and services to provide tailored recommendations for guests based on their interests.
- Handled billing disputes professionally, addressing concerns promptly and finding mutually agreeable resolutions.
- Resolved guest complaints swiftly and effectively, ensuring ongoing customer satisfaction.
Office Manager
Truly Nolen TCI
03.2013 - Current
- Dinner reservations management, coordinating floorplan, communicating with kitchens and restaurants. Staff for a seamless service.
- Delivered exceptional guest service by addressing inquiries and resolving issues promptly.
- Assisted in maintaining cleanliness and organization of service areas to enhance guest experience.
- Supported team with operational tasks, ensuring smooth daily operations and efficient workflow.
- Adapted quickly to various customer needs while maintaining a positive attitude under pressure.
- Collaborated with colleagues to create a welcoming atmosphere for guests through attentive service.
- Participated in training sessions to improve knowledge of products and services offered.
- Assisted in the coordination of events and functions held at the property, ensuring seamless execution and positive experiences for all attendees.
- Ensured adherence to safety protocols within the property, contributing to a secure environment for both guests and employees.
- Managed reservation systems accurately, reducing instances of overbooking or booking errors leading to greater guest satisfaction.
- Developed strong relationships with repeat guests, fostering loyalty and promoting return visits.
- Coordinated group bookings for events or conferences, ensuring seamless planning and execution of accommodations for large parties.
- Utilized extensive knowledge of local attractions and services to provide tailored recommendations for guests based on their interests.
- Handled billing disputes professionally, addressing concerns promptly and finding mutually agreeable resolutions.
- Resolved guest complaints swiftly and effectively, ensuring ongoing customer satisfaction.
Education
Diploma - Marketing Management
Alison Online Courses
Loughrea, Galway, Ireland.10.2023
Diploma - Cosmetology
St Martin School of Cosmetology
Ochi Rios Jamaica 03.2001
High School Diploma - Principle of Business
Islington High School
St Mary Jamaica 07.2000
Skills
- Multitasking proficiency
- Exceptional communication
- Guest relations
- Complaint handling
- Professional appearance
- Data entry efficiency
- Upselling strategies
- Cross-cultural sensitivity
- Reservation management
- Tourism industry insight
- Customer service
- Computer skills
- Verbal and written communication
- Issue resolution
- Event planning
- Reservation processing
- Basic accounting
- Food and beverage area setup
- Reservation management system
- Event information management
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Public relations
Accomplishments
Over the years I have done multiple studies and was awarded certification for my participation, I was the public relations officer at the Long Bay high school for the year 2018/19
I have done numerous training in the pest control industry as well achieving numerous certificates and awards.
I was also successful in completing level 1 WSET wine training.
Certification
Public Relations officer
Marketing management
Integrated Pest Management
Food Safety Management
Vector control basics
Manufacturing practices of pest management
Chemical Application Management
Timeline
Guest Service Expert
Ritz Carlton TCI
10.2025 - Current
Office Manager
Truly Nolen TCI
03.2013 - Current
Diploma - Marketing Management
Alison Online Courses
Diploma - Cosmetology
St Martin School of Cosmetology
High School Diploma - Principle of Business
Islington High School
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