Richard Dixon
Montego Bay,Montego Bay St. James
Summary
Proven leader in hospitality management with a track record of enhancing guest satisfaction and boosting hotel NPS by 50% at Secrets Wild Orchid & Breathless Montego Bay. Specializes in data-driven problem solving and collaborative team guidance, excelling in conflict resolution and client engagement. Achieved a 90% Medallia Survey score, demonstrating exceptional service optimization skills.
Overview
11
11
years of professional experience
Work History
Preferred Club Manager
Secrets Wild Orchid & Breathless Montego Bay
St. James
08.2023 - Current
- Oversee operations for 180 premium rooms, ensuring service excellence
- Lead and coordinate front office and butler teams to deliver high-end guest experiences
- Foster strong guest relations, managing VIP requests and personalized experiences
- Collaborate with housekeeping and supporting departments to maintain top-tier service standards
- Implement strategies to enhance guest satisfaction and drive positive TripAdvisor reviews
- Resolve guest concerns efficiently, ensuring seamless service recovery
- Develop and execute staff training programs to uphold luxury service standards
- Supervise Night and Evening Managers on Duty to ensure smooth operations across all shifts
- Oversee daily pool and beach operations, including sunbed arrangements, towel management, and enhancing the guest experience
Manager on Duty
Secrets Wild Orchid & Breathless Montego Bay
St. James
10.2022 - 08.2023
- Increased hotel NPS (Guest Score Metric) by 50% in Q4 2023
- Successfully managed guest complaints, ensuring high customer satisfaction
- Led risk management cases related to guest incidents, ensuring safety and compliance
- Supervised evening and overnight operations across three properties
Manager on Duty
Hyatt Ziva & Zilara Rose Hall
Rose Hall
01.2019 - 01.2023
- Ensured smooth hotel operations during peak hours and overnight shifts
- Handled guest concerns in real-time, reducing post-departure negative feedback
- Implemented service optimization strategies, enhancing overall guest experience
Lead Event Concierge
Hyatt Ziva & Zilara Rose Hall
Rose Hall
01.2016 - 01.2019
- Achieved 90% in Medallia Survey for Meeting Planning (2018), surpassing the 80% target
- Managed logistics for company meetings, incentive groups, and corporate events
- Supervised a team of three Event Concierges and collaborated with supporting departments
- Conducted property tours with Sales Managers, securing new and repeat bookings
Concierge Agent
Hyatt Ziva & Zilara Rose Hall
Rose Hall
01.2014 - 01.2016
- Played a key role in the pre-opening team, establishing systems and procedures
- Trained, mentored, and onboarded new Concierge Agents
- Successfully upsold premium services, boosting revenue
- Represented the Concierge Manager in weekly leadership meetings
Education
Graduated - seven CSEC subjects
William Knibb Memorial High School
Jamaica07-2009
Associate Degree - Hospitality
Montego Bay Community College
Montego BaySkills
- Data-Driven Problem Solving
- Client Engagement Management
- Risk Analysis & Response
- Conflict Resolution Expertise
- Critical Decision-Making Skills
- Collaborative Team Guidance
Languages
- English, Fluent
- Spanish, Basic
Achievements And Awards
- Manager of The Quarter Nominee, Secrets Resorts, 2023
- GM Awardee of the Year, Hyatt Ziva & Zilara Rose Hall, 2020
- Resort Superstar of the Month, Hyatt Ziva & Zilara Rose Hall 2015
Timeline
Preferred Club Manager
Secrets Wild Orchid & Breathless Montego Bay
08.2023 - Current
Manager on Duty
Secrets Wild Orchid & Breathless Montego Bay
10.2022 - 08.2023
Manager on Duty
Hyatt Ziva & Zilara Rose Hall
01.2019 - 01.2023
Lead Event Concierge
Hyatt Ziva & Zilara Rose Hall
01.2016 - 01.2019
Concierge Agent
Hyatt Ziva & Zilara Rose Hall
01.2014 - 01.2016
Graduated - seven CSEC subjects
William Knibb Memorial High School
Associate Degree - Hospitality
Montego Bay Community College
Similar Profiles
Sheldon ShirleySheldon Shirley
Telephone Operator at Secrets & Breathless Resorts & SpaTelephone Operator at Secrets & Breathless Resorts & Spa
Jody-Ann ShepherdJody-Ann Shepherd
Admissions Officer at Montego Bay Community CollegeAdmissions Officer at Montego Bay Community College
Dhaema BrownDhaema Brown
Laundry Attendant at Sandals Montego BayLaundry Attendant at Sandals Montego Bay