Lennus Reid
Guest Experience Manager
Montego Bay
Summary
Personable Hospitality Specialist with 5 years of successfully guaranteeing customer satisfaction through reservation services and attending to guests’ needs. Seeking to leverage customer relationship management skills in a position within this Company.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Front Office Agent
Sandals Royal Caribbean
08.2021 - 10.2023
- Manage guest arrival and departure process
- Manage switchboard and pbx systems.
Resort Opening
Sandals Dunn’s River
02.2021 - 08.2021
Resort Opening
Sandals Royal Curacao
02.2021 - 08.2021
Operations Supervisor
Teleperformance
02.2021 - 08.2021
- Trained as a Junior Quality Assurance Analyst and Junior Trainer
- Certified Customer Experience Coach through our CX Department
- Lead a team of ten live chat operators within an SBU of one hundred
- Send performance and attendance reports to managers and clients
- Keep the team accountable for billable hours to meet US$100K revenue
- Schedule shifts and approve overtime to meet peak customer hours
- Monitor live chats and grade chat transcripts to manage team quality
- Calculate team payroll and report discrepancies with verifiable data.
Front Office Agent
Sandals Royal Caribbean
10.2018 - 01.2020
- Greet guests and respond to guest inquiries, requests, and issues in a timely, personable, and efficient manner to resolve guest concerns
- Inform customers about payment methods and verify credit card data
- Liaise with housekeeping staff to ensure all rooms are clean and ready to accommodate new guest arrivals
- Provide information about the hotel, restaurants, nearby attractions, available rooms, rates, and amenities
- Review items of note to determine what needed to be communicated to our staff of subsequent shifts
- Manage the invoicing and rate negotiation for large clients, business guests, and group tours
- Confirm reservations, manage the scheduling process, and arrange personalized services of guest (group & individual) events including tours, dining, and sporting events
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Instruct team members on hotel products, services, facilities, events, pricing, and policies to maintain a competent and transparent work environment.
Lobby Concierge
Sandals Royal Caribbean
11.2017 - 10.2018
- Trained and monitored numerous new hires in daily front desk and most recent bell stand processes and operations
- Instructed workers in procedures regarding requests from guests, utilizing knowledge of hotel facilities, local merchants, and attractions
- Ensure compliance with hotel company standards and city hospitality policies
- Established a strong work ethic in a professional environment.
Bellman
Sandals Royal Caribbean
12.2015 - 11.2017
- When requested, provided guests with an outline of all features and services of the property as well as local history, cultural points of interest, theatres, movies, dining, etc
- Investigated and prepared incident reports to the Hotel Manager
- Maintained the luxurious 5-star service of excellence for the next 5 years.
Education
High School Diploma -
Herbert Morrison Technical High
09.2007 - 05.2012
Skills
Reservations Management
Guest Accommodations
Guest Experiences
Invoicing & Payments
Point of Sale (POS) & Credit Card Terminal
Adherence to Policies and Procedures
Courteous Customer Service
Time Management
Resolving Complaints
Communicate Sales and Promotions
Promote Facilities and Services
Upselling
Timeline
Front Office Agent
Sandals Royal Caribbean
08.2021 - 10.2023
Resort Opening
Sandals Dunn’s River
02.2021 - 08.2021
Resort Opening
Sandals Royal Curacao
02.2021 - 08.2021
Operations Supervisor
Teleperformance
02.2021 - 08.2021
Front Office Agent
Sandals Royal Caribbean
10.2018 - 01.2020
Lobby Concierge
Sandals Royal Caribbean
11.2017 - 10.2018
Bellman
Sandals Royal Caribbean
12.2015 - 11.2017
High School Diploma -
Herbert Morrison Technical High
09.2007 - 05.2012