SHAVEA ALLEN
Falmouth,Jamaica
Summary
Passionate professional in hospitality management with solid background in front office operations. Demonstrates exceptional leadership in team collaboration and consistently delivers results. Skilled in staff training, guest relations, and problem-solving. Adaptable, detailed oriented and reliable, thrives in dynamic environments and ensures seamless service delivery.
Overview
5
5
years of professional experience
Work History
Front Office Supervisor
Hyatt Ziva & Zilara Rose Hall
01.2024 - Current
- Supervise daily operations of the front desk, including guest check-in/check-out, reservations, and guest inquiries
- Manage a team of front desk agents, providing training, scheduling, and performance evaluations
- Ensure adherence to hotel policies and procedures to maintain high standards of guest service and satisfaction
- Handle guest complaints and resolve issues promptly and professionally to enhance guest experience
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
Front Desk Receptionist
Hyatt Ziva & Zilara Rose Hall
04.2022 - 01.2024
- Greeted and checked-in guests in a friendly and efficient manner, ensuring a positive first impression
- Managed reservations through phone, email, and in-person inquiries, optimizing occupancy rates
- Coordinated with housekeeping, maintenance, and other hotel departments to ensure smooth guest experiences
- Addressed guest inquiries, concerns, and requests promptly to ensure exceptional customer satisfaction
Front Desk Receptionist
Secrets Wild Orchid
12.2019 - 04.2022
- Greeted and assisted guests and staff, creating a positive and welcoming first impression
- Answered and directed incoming calls, providing information and routing calls to the appropriate departments
- Managed front desk operations, including handling mail, deliveries, and maintaining a clean and organized lobby area
- Assisted with administrative tasks, such as data entry, document preparation, office supply management and processing reservations' transactions
- Utilized Insist Application for day to day front office operations.
Customer Service Representative
Advanced Call Centre Technologies
10.2019 - 12.2019
- Proactively contacted prospective customers to promote and sell products or services, meeting or exceeding sales targets and KPIs
- Built and maintained strong relationships with customers through effective communication, active listening, and personalized sales pitches
- Identified customer needs and recommended appropriate products or services, highlighting features and benefits to meet their requirements
- Managed CRM system to track lead activities, pipeline development, and sales progress
Education
Fundamentals of Customer Engagement Level 2 Certificate - Customer Service
HEART Trust NSTA
Falmouth, Jamaica08.2018
School Leaving Certificate & Diploma - 9 CSEC Subjects
William Knibb Memorial High School
Falmouth, Jamaica06.2018
Skills
- Opera PMS Expertise
- Insist PMS Expertise
- Excellent Communication Skills
- Time Management and Prioritization
- Keen Attention to Details
- Leadership and Supervision Skills
- Customer Service and Guest Support
- Teamwork and Collaboration Skills
- Flexibility and Multitasking Skills
- Saflock Application Knowledge
- Vosito Application Knowledge
- Problem-Solving and Conflict Resolution
- Confidentiality and Professionalism
- Record and Documentation
- Inventory and Order Processing
- Cash Handling and Product Knowledge
- Reservation/Appointment Setting
- CRM Software Proficiency
- Hospitality Industry Knowledge
references
Keneve Bernard | Front Office Manager
Hyatt Ziva & Zilara
(876) 550-2982 - keneve.bernard@hyatt.com
Jason Brooks| Front Office Manager
Breathless Resort Jamaica
(876) 574-7613 - jason.brooks@breathlessresorts.com
Timeline
Front Office Supervisor
Hyatt Ziva & Zilara Rose Hall
01.2024 - Current
Front Desk Receptionist
Hyatt Ziva & Zilara Rose Hall
04.2022 - 01.2024
Front Desk Receptionist
Secrets Wild Orchid
12.2019 - 04.2022
Customer Service Representative
Advanced Call Centre Technologies
10.2019 - 12.2019
Fundamentals of Customer Engagement Level 2 Certificate - Customer Service
HEART Trust NSTA
School Leaving Certificate & Diploma - 9 CSEC Subjects
William Knibb Memorial High School
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