Amelina Jean-Baptiste Lamour
Philadelphia,PA
Summary
Enthusiastic Housekeeping Supervisor offering 3 years of hospitality experience. Hands-on manager and team leader dedicated to providing high-quality, efficient housekeeping operations in support of guest needs. Greets and assists guests with questions or problems to resolve situations to promote guest satisfaction while maintaining service within policy guidelines.
Proficient Housekeepeing trained in hotel operations, cleaning procedures, and health and safety regulations. Organizes and assigns housekeeping tasks to divide workload evenly amongst personnel. Maintains specified standards of cleanliness to promote guest comfort. Hardworking employee with customer service, multitasking, and time management abilities.
Devoted to giving every customer a positive and memorable experience. Dynamic Customer Services offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Ambitious, career-focused job seeker, anxious to obtain an entry-level position to help launch career while achieving company goals.
Overview
19
19
years of professional experience
Work History
Housekeeping Supervisor
Marenas Beach Resort
Miami, FL
04.2023 - Current
- Inspected guest rooms and public areas to ensure they met established cleanliness standards.
- Supervised and trained staff in housekeeping operations, ensuring adherence to standards of cleanliness.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
- Maintained records of room assignments, special requests from guests and status of vacant and occupied rooms.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
- Resolved conflicts among staff members efficiently while maintaining professionalism at all times.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
Owner Travel Agency
Caribbean Voyagers
05.2017 - 11.2020
- Maintained relationships with existing clients by providing superior customer service.
- Managed daily operations of business, including hiring and training staff.
- Ensured compliance with local, state, and federal regulations.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Developed strategic plans to increase profitability and efficiency.
- Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
- Set pricing structures according to market analytics and emerging trends.
- Structured HR consulting services to support clients during organizational developments and changes.
- Implemented campaigns and promotions to help with developing goods and services.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Mitigated business risks by working closely with staff members and assessing performance.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented successful business strategies to increase revenue and target new markets.
- Formed and sustained strategic relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Travel Agency Manager
life destination
05.2016 - 11.2018
- Resolved customer complaints in a timely manner while ensuring satisfaction levels remain high.
- Conducted training sessions for new hires on company policies and procedures related to selling travel packages.
- Coordinated promotional events for new products or services offered by the agency.
- Researched new destinations, attractions, and activities to add to the agency's portfolio of offerings.
- Advised clients on visa requirements when traveling abroad as well as necessary immunizations needed prior departure date.
- Assisted customers in resolving any issues that arose during their travels.
- Organized travel arrangements for clients, such as scheduling flights, booking hotels, and making car rental reservations.
- Analyzed sales data from previous years to create forecasts for future demand of particular services.
- Reviewed feedback from customers regarding their experiences with the agency's services.
- Implemented effective inventory control systems to track stock levels of merchandise sold through the agency.
- Negotiated contracts with suppliers for discounted rates on airfare, hotel stays, and other services.
- Established clear goals and objectives for employees based on individual performance reviews.
- Collaborated closely with colleagues from other departments to ensure smooth operation of the business.
- Managed daily operations of the travel agency including staff management and budgeting.
- Identified potential opportunities for growth within the industry by researching trends in leisure travel markets.
- Recruited qualified staff members to join the team at the travel agency.
- Maintained relationships with airlines, hotels, cruise lines, insurance providers, and other vendors in order to secure competitive pricing for customers.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training and teambuilding activities.
Operations Manager
Tour operator Travel
02.2013 - 06.2016
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Built strong operational teams to meet process and production demands.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Developed and implemented operational procedures to ensure quality standards are met.
Sales Manager
Classic Tours
06.2010 - 05.2011
- Tracked monthly sales to generate reports for business development planning.
- Managed daily operations of sales department, including supervision of staff members.
- Established relationships with key clients, while maintaining existing customer base.
- Analyzed business and sales targets using critical problem-solving skills.
- Developed and implemented new sales strategies to update product lines.
- Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
- Executed and created strategic sales plans to expand customer base and extend global reach.
- Performed analysis of current processes within the sales department to identify areas needing improvement.
Group Coordinator
Iberostar Hotels & Resorts
11.2005 - 08.2009
- Organized meetings with clients to discuss their needs and goals.
- Researched best practices in the industry relevant to the group's activities.
- Created agendas, scheduled conference calls, and managed event logistics.
- Developed and implemented marketing plans for multiple groups.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to operations.
- Facilitated communication between team members in order to ensure timely completion of tasks.
- Reviewed contracts and agreements prior to signature by the client or vendor.
- Prepared reports summarizing progress on various initiatives undertaken by the group coordinator.
Reservations Manager
Iberostar Hotels & Resorts
01.2005 - 11.2005
- Provided training for new reservation agents on computer systems and procedures.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
- Conducted regular meetings with the team of reservation agents to discuss performance.
- Created reports to analyze customer data related to reservations.
- Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
- Scheduled staff shifts and assigned duties for reservation agents.
Education
Bachelor of Science - Tourism And Travel Services Marketing Operations
O&m University
Santo Domingo 04-2005
Some College (No Degree) - Marketing Digital
Aprende Instintute
Florida City, FLWedding Cordinator
Aprende Institute
Florida City, FLAgente De Viajes
Adavit
Santo Domingo Journalism
O&M University
Santo DomingoPublic Speaking
Escuela De Locucion
Santo DomingoSkills
- Staff Scheduling
- Staff evaluations
- Employee evaluations
- Department coordination
- Customer Service
- Customer Relationship Management
- Guest Relations
- Invoice Processing
- Customer service-focused
- Staff Training and Development
Languages
Spanish
Full Professional
English
Professional
Haitian Creole
Professional
French
Professional
References
References available upon request.
Timeline
Housekeeping Supervisor
Marenas Beach Resort
04.2023 - Current
Owner Travel Agency
Caribbean Voyagers
05.2017 - 11.2020
Travel Agency Manager
life destination
05.2016 - 11.2018
Operations Manager
Tour operator Travel
02.2013 - 06.2016
Sales Manager
Classic Tours
06.2010 - 05.2011
Group Coordinator
Iberostar Hotels & Resorts
11.2005 - 08.2009
Reservations Manager
Iberostar Hotels & Resorts
01.2005 - 11.2005
Bachelor of Science - Tourism And Travel Services Marketing Operations
O&m University
Some College (No Degree) - Marketing Digital
Aprende Instintute
Wedding Cordinator
Aprende Institute
Agente De Viajes
Adavit
Journalism
O&M University
Public Speaking
Escuela De Locucion
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