SAMANDA CAMPBELL-GLAZE
Whitehouse
Summary
Experienced hospitality professional with over 9 years experience in customer service, event coordination, and team management. Highly proficient individual at organizing large group conferences whilst providing exceptional guest experiences. Strong communicator with a proven ability to manage complex logistics and resolve issues promptly. Passionate about creating memorable experience and enhanced client satisfaction.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Groups Audit Manager / Blueline Manager / Post Travel Specialist / Guest Service Supervisor
Royalton Negril Resorts & Spa
03.2017 - Current
- Direct contact for MICE and social groups after signed contractual agreement; ensure payments, rooming list and event are executed.
- Provide training and coaching for staff, focusing on delivering excellent guest service and managing clients' need.
- Follow-up with group leaders to evaluate their experiences and ensure group surveys are completed after departure and meet the required target of 90%.
- Handle guest inquiries and complaints, addressing issues promptly to maintain high service standards.
- Lead and mentor a team, managing schedules and payroll to ensure operational efficiency.
- Collaborate with vendors and internal departments to plan and execute seamless events for all groups.
Tennis Pro Shop Clerk / Customer Service
Tryall Club
11.2014 - 10.2016
- Managed customer inquiries and bookings for tennis events, ensuring excellent service and client satisfaction.
- Handled administrative tasks, including payroll, inventory management, and processing payments for lessons and services.
- Supported event coordination by assisting with group bookings and ensuring all logistics were managed effectively.
Sales Coach Manager
Elephant Group, AT&T
01.2013 - 06.2014
- Trained and coached sales agents, ensuring they met performance standards and sales targets.
- Managed escalated customer issues, creating solutions and ensuring customer satisfaction.
- Led workshops and training sessions to improve team skills, compliance, and customer service practices.
Front Office Agent / Customer Service
Beaches Negril Resort & Spa
09.2007 - 02.2011
- Assisted hotel guests with travel and lodging needs, ensuring their expectations were met throughout their stay.
- Coordinated guest requests with internal departments and ensured a high standard of service was delivered.
- Maintained strong relationships with guests, co-workers, and hotel associates to foster a welcoming environment.
- Processed financial transactions and worked in PBX for guest communications.
Education
High School -
Rusea’s High School
07.2007
Diploma - Administrative Assistance, Business Management, Training and Development
Heart Trust NTA
01.2016
Skills
- Group & Event Coordination: Expert in organizing events, managing large groups, and ensuring seamless event execution
- Client Relationship Management: Skilled in building rapport with clients and understanding their needs to deliver tailored experiences
- Leadership & Staff Development: Experience in training, coaching, and leading teams to achieve service excellence
- Event Logistics & Budget Management: Proficient in managing event details, logistics, and budgets to ensure successful outcomes
- Problem-Solving & Conflict Resolution: Strong ability to handle escalated issues and find effective solutions
- Vendor relationship management
- Customer Service Excellence: Committed to delivering superior service and maintaining guest satisfaction
Certification
- Certified Hospitality Supervisor (AHLEI 2018)
- Certified Department Trainer, Royalton Negril (2018)
- Certified Hospitality Manager (AHLEI 2020)
- Certificate of Completion, Team Jamaica (2016)
- Awarded Best Presenter, Team Jamaica (2016)
- Certificate of Participation in Customer Service (2016)
References
Available upon request
Timeline
Groups Audit Manager / Blueline Manager / Post Travel Specialist / Guest Service Supervisor
Royalton Negril Resorts & Spa
03.2017 - Current
Tennis Pro Shop Clerk / Customer Service
Tryall Club
11.2014 - 10.2016
Sales Coach Manager
Elephant Group, AT&T
01.2013 - 06.2014
Front Office Agent / Customer Service
Beaches Negril Resort & Spa
09.2007 - 02.2011
High School -
Rusea’s High School
Diploma - Administrative Assistance, Business Management, Training and Development
Heart Trust NTA
Similar Profiles
Anna-Marie Johnson-WaughAnna-Marie Johnson-Waugh
Room Attendant Supervisor at Royalton Negril Resort and SpaRoom Attendant Supervisor at Royalton Negril Resort and Spa
Janiel JarrettJaniel Jarrett
Kids-club-Ambassador at Royalton Negril Resort & SpaKids-club-Ambassador at Royalton Negril Resort & Spa
Ashana LampartAshana Lampart
Administrative Assistant at Royalton Negril HotelAdministrative Assistant at Royalton Negril Hotel