Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Christine A. Henry.

Hospital Road,Castries

Summary

Experienced professional with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening and personable skills. Devoted to delivering quality service and exceeding expectations.

Overview

22
22
years of professional experience

Work History

Reservations and Sales Agent

The Landings Resort
12.2021 - Current
  • Managing resort reservation functions and procedures through communication with direct guests, travel agents, and referral networks
  • Managing of resort’s Live Chat platform
  • Managing of portal for Expedia.com and Booking.com
  • Managing of resort’s Travel Agent Rewards Program Website
  • Coordinating and conducting resort site inspections
  • Provided superior service to guests by quickly and courteously responding to requests, inquiries, suggestions, and concerns.
  • Trained new staff members in customer service techniques and hotel operations.
  • Worked closely with clients to develop personalized wedding plans that fit within budget.
  • Coordinated with vendors in securing necessary supplies and services for weddings.
  • Drafted wedding contracts and other documentation for review with clients and to obtain signatures.
  • Performed event coordination for business meetings and other gatherings.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout booking cycle.

CarrollVirtual Assistant

EasyPro Property Services, Carroll Media Corp
03.2021 - Current
  • Managing CEO’s email inbox for EasyPro Property Services, Carroll Media Corp, and Coach Carroll
  • Scheduling tasks and managing calendar appointments
  • Assisting with travel planning and accommodations for CEO
  • Human Resource Duties: managing job postings, reviewing resumes and booking and conducting interview calls
  • Managing employee time off calendar
  • Attending meetings, taking notes, and managing notes in Trello
  • Handling quarterly projects (i.e
  • Research, document prep, proofreading, editing) Responding to customer reviews for EasyPro Property Services

Customer Engagement Representative Level

Chiron AI Limited
01.2021 - 03.2021
  • Providing excellent customer service to US-based customers who are in initial stage of home buying process.To work as liaison between company, potential clients, and affiliated brokerages
  • Manage large amounts of inbound and outbound calls in timely manner
  • Provide excellent customer service to company’s potential clients in friendly and professional manner
  • Identify customer’s needs, clarify information, and provide solutions
  • Follow company-approved scripts based on individual customer’s needs
  • Keep meticulous records/notes of every customer interaction in comprehensible way
  • Attend training per company’s requirements to improve knowledge and performance level
  • Answer questions about product details company and affiliate brokerages
  • Meet Quality Assurance Requirements and other key performance metrics
  • Accomplish sales and organization’s mission by completing related tasks as needed
  • Performed any other duties as assigned by management.

Group Coordinator

Royalton Saint Lucia Resort and Spa
06.2017 - 09.2020
  • Key functions include negotiation and contracting of incentive, social, wedding, and family groups
  • Handling all queries and group deviations
  • Manage handover of group files to Events Department for execution
  • Coordinating and conducting resort site inspections
  • Maintaining good business relations with travel agents and meeting/event planners
  • Managing resort reservation functions and procedures through communication with central reservations office, guests, travel agents, and referral networks
  • Upsell room upgrades special packages and other non all-inclusive services
  • Papillon by Rex Resorts

Reservations Supervisor

Papillon By Rex Resorts
12.2015 - 04.2017
  • Managing all reservations functions and procedures for the resort, through communication with guests, travel agents and referral networks
  • Key functions also include creating and maintaining reservations records and the handling of confirmations, cancellations and modifications
  • Processing and posting of advance deposit payments
  • Tracking of future room availability and developing forecasts for room revenue and occupancy
  • Coordinating and conducting resort site inspections Preparing accommodation contracts for groups and special events
  • Supervising Front Office Department in the absence of the Front Office Manager.

Luxury Vacation Specialist

Unique Vacations Ltd
11.2010 - 10.2015
  • Assisted clients and travel agents with booking specialty vacation packages at any Sandals, Beaches and
  • Grande Pineapple Resorts (Room, flights, special events and excursions) Accepted payments and addressed any queries about products and services.
  • Enhanced guest satisfaction by providing personalized vacation planning services and recommendations
  • Participated in regular sales meetings to discuss performance metrics, strategies for improvement, and share best practices among colleagues
  • Utilized expert knowledge of destination offerings to create customized itineraries tailored to individual preferences and interests
  • Developed effective upselling techniques to promote additional products or services aligned with client needs, increasing revenue per booking
  • Managed high volumes of inbound inquiries via phone, delivering prompt and accurate responses to customer requests

Front Desk Receptionist/ Telephone Operator

St. Lucian By Rex Resorts
10.2003 - 11.2005
  • Assisted all guests efficiently, courteously and professionally in all Front Office related functions and maintained a high standard of service and hospitality at all times
  • Perform all check-in and check-out tasks
  • Address any queries from guests
  • Recommend and upsell additional facilities and services, when appropriate
  • Answer incoming calls and direct them accordingly
  • Accept dinner reservations over the phone
  • Manage the record of in-house guests and checked out guests
  • Maintain active communication with other departments to ensure guests' needs are being met.

Front Desk Receptionist/ Telephone Operator

Ginger Lily Hotel
10.2001 - 10.2003
  • Assisted all guests efficiently, courteously, and professionally in all Front Office related functions and maintained a high standard of service and hospitality at all times
  • Perform all check-in and check-out tasks
  • Address any queries from guests
  • Recommend and upsell additional facilities and services, when appropriate
  • Answer incoming calls and direct them accordingly
  • Accept dinner reservations over the phone.
  • Manage record of in-house guests and checked-out guests
  • Maintain active communication with other departments to ensure guests' needs are being met
  • Also provided assistance with basic accounting and administration processes.

Education

Certificate - Caribbean Supercharged Sparkling Service

Caribbean Hotel & Tourism Association
09.2023

Certificate - Effective Supervisory Skills

National Research And Development Foundation
10.2023

Undergraduate Certificate - Human Resources Management

Ashworth College
07.2024

Certificate- UWI Endorsed - Marketing Management For Small Business Enterprise

The Small Enterprise Development Unit- (SEDU)

Certificate - Card Welcome Acceptance & Travelers Cheque

American Express

Certificate - Certified Front Desk Representative

The Educational Institute of The American Hotel And Lodging Institute

Diploma -

Saint Joseph’s Convent Secondary School

Skills

  • Working knowledge of MS Word, MS Power Point, MS Publisher and MS Excel
  • Critical Thinking
  • Professional Relationships
  • Problem-Solving
  • Office Administration
  • Correspondence Management
  • Employee Relations
  • Staff education and training

Additional Information

AWARDS

  • Emerging Leader Award- The Landings Resort and Spa- February 2024
  • Innovation Award- The Landings Resort and Spa- February 2024
  • Employee of the Month- St. Lucian by rex resorts- April 2004
  • Warmth, Smiles and Service Award- St. Lucian by rex resorts-June 2004
  • Employee of the Quarter- Ginger Lily Hotel-March 2002
  • Appreciation for Effort, Dedication and Loyalty- Ginger Lily Hotel- December 2002

Timeline

Reservations and Sales Agent

The Landings Resort
12.2021 - Current

CarrollVirtual Assistant

EasyPro Property Services, Carroll Media Corp
03.2021 - Current

Customer Engagement Representative Level

Chiron AI Limited
01.2021 - 03.2021

Group Coordinator

Royalton Saint Lucia Resort and Spa
06.2017 - 09.2020

Reservations Supervisor

Papillon By Rex Resorts
12.2015 - 04.2017

Luxury Vacation Specialist

Unique Vacations Ltd
11.2010 - 10.2015

Front Desk Receptionist/ Telephone Operator

St. Lucian By Rex Resorts
10.2003 - 11.2005

Front Desk Receptionist/ Telephone Operator

Ginger Lily Hotel
10.2001 - 10.2003

Certificate - Caribbean Supercharged Sparkling Service

Caribbean Hotel & Tourism Association

Certificate - Effective Supervisory Skills

National Research And Development Foundation

Undergraduate Certificate - Human Resources Management

Ashworth College

Certificate- UWI Endorsed - Marketing Management For Small Business Enterprise

The Small Enterprise Development Unit- (SEDU)

Certificate - Card Welcome Acceptance & Travelers Cheque

American Express

Certificate - Certified Front Desk Representative

The Educational Institute of The American Hotel And Lodging Institute

Diploma -

Saint Joseph’s Convent Secondary School

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