Summary
Overview
Work History
Education
Skills
Timeline
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Aldene Wilson Thompson

Key West

Summary

A determined and proactive individual, who is skilled at multi-tasking and maintaining a strong attention to detail. Employs professionalism and superior communication to meet client and company needs.

Guest services professional known for maintaining high standards and achieving results. Proven track record in enhancing guest experiences and resolving concerns. Reliable team collaborator who adapts well to changing needs, showcasing strong interpersonal and communication skills.

Overview

29
29
years of professional experience

Work History

Guest Service Representative

Navy Inns
12.2015 - Current
  • Process reservation for potential guest
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Handled payment transactions accurately, .
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Managed check-in and check-out processes, ensuring smooth experience for guests.

FRONT DESK AGENT

Lighthouse Court Hotel
10.2015 - 12.2015
  • Check guest in upon their arrival
  • Check guest out upon their departure
  • Perform concierge service
  • Assist guests and resolve whatever issues they may have
  • Process reservation for potential guest

HOUSEKEEPER/OFFICE ASSISTANT

Key West Island Getaways
05.2014 - 09.2015
  • Clean vacation rentals upon guests checking out
  • Clean and service vacation rental for guest staying over
  • Clean bikes shops
  • Assist in office with payroll, bank and mail runs and filing of documents

HOUSEKEEPER

Paradise Inn
02.2014 - 04.2014
  • Clean hotel rooms upon guests checking out
  • Clean and service hotel rooms for guest staying over

HOUSEKEEPER

Casa Marina Resort
02.2012 - 01.2013
  • Clean hotel rooms upon guests checking out
  • Clean and service hotel rooms for guest staying over

HOUSEKEEPER

Paramount Plaza Hotel and Suite
09.2011 - 12.2011
  • Clean hotel rooms upon guests checking out
  • Clean and service hotel rooms for guest staying over

SENIOR PERSONNEL OFFICER

University Hospital of the West Indies
08.1996 - 12.2011


  • Liaising with department heads, employees and visitors
  • Ensuring that new and existing employees are paid their appropriated compensation


  • Collaborated with department managers to establish clear career development paths for employees, promoting professional growth.
  • Enhanced employee retention by implementing effective communication strategies and addressing personnel concerns.
  • Served as a trusted advisor to senior management on matters related to personnel policies, labor law compliance, and other human resources-related issues.
  • Developed comprehensive training programs to improve employee performance and productivity across various departments.
  • Spearheaded internal promotion initiatives to recognize high-performing individuals who demonstrated exceptional commitment to their roles.
  • Oversaw disciplinary procedures in accordance with company policies and legal regulations, maintaining a fair work environment for all staff members.
  • Developed and implemented effective employee recognition programs, acknowledging outstanding contributions to the organization''s success.
  • Maintained accurate personnel records, including employment contracts, annual leave balances, and performance reviews.
  • Managed the annual performance review process efficiently while providing support to both managers and employees throughout the procedure.
  • Organized regular team-building events aimed at improving collaboration among colleagues and boosting overall morale within the company.
  • Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.

Education

Bachelor of Business Administration - Human Resource Management

University of Technology Jamaica
Kingston, JM
08.2009

Certificate in Project Management -

Mona School of Business - University of the West Indies
Kingston, JM
09.2007

Certificate in Supervisory Management -

Institute of National Development
Kingston, JM
04.2002

High School Diploma - General Studies

St. Hilda's Diocesan High School
06.1992

Skills

  • PROJECT MANAGEMENT
  • Front Desk
  • Front Office
  • Customer Service

    • Organizing

  • Supervisory management
  • Detail-oriented
  • Customer service
  • Computer skills

Timeline

Guest Service Representative

Navy Inns
12.2015 - Current

FRONT DESK AGENT

Lighthouse Court Hotel
10.2015 - 12.2015

HOUSEKEEPER/OFFICE ASSISTANT

Key West Island Getaways
05.2014 - 09.2015

HOUSEKEEPER

Paradise Inn
02.2014 - 04.2014

HOUSEKEEPER

Casa Marina Resort
02.2012 - 01.2013

HOUSEKEEPER

Paramount Plaza Hotel and Suite
09.2011 - 12.2011

SENIOR PERSONNEL OFFICER

University Hospital of the West Indies
08.1996 - 12.2011

Certificate in Project Management -

Mona School of Business - University of the West Indies

Certificate in Supervisory Management -

Institute of National Development

High School Diploma - General Studies

St. Hilda's Diocesan High School

Bachelor of Business Administration - Human Resource Management

University of Technology Jamaica

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Aldene Wilson Thompson