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
undefinedTimeline
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
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