Enlai Russell
Montego Bay
Summary
Hospitality-driven Front Desk Agent with 6+ years of experience delivering exceptional guest services in fast-paced hotel environments. Adept at resolving conflicts, managing reservations, and optimizing guest satisfaction. Recognized for improving operational efficiency and fostering repeat business through empathetic service and attention to detail.
Overview
11
11
years of professional experience
Work History
Irrigation Specialist Supervisor
TNT Lawn Sprinklers
06.2018 - 07.2023
- Supervised 5+ teams on residential/commercial projects, improving project completion rates by 20% through streamlined workflows
- Collaborated with clients to design irrigation systems, ensuring alignment with property layouts and budgets
Front Desk Agent
Nantucket Island Resorts
03.2015 - 11.2021
- Delivered personalized check-in/check-out experiences for 40+ daily guest achieving 95% satisfaction scores
- Managed reservations via phone and front desk using Maestro resolving scheduling conflicts and optimizing room occupancy by 15%
- Upsold premium room upgrades and amenities (spa, tours), contributing in ancillary revenue
- Trained 5+ new hires on PMS software, front desk protocols, and guest service standards, reducing onboarding times
- Coordinated with housekeeping and maintenance teams to address guest requests within 15 minutes, improving operational efficiency
Customer Service Representative
Xerox/Conduent (Amazon)
06.2012 - 01.2015
- Resolved 50+ daily customer inquiries via phone/chat, leveraging CRM tools to maintain 98% case resolution accuracy
- De-escalated 90% of irate customers using empathetic communication and conflict resolution techniques
- Processed returns, order changes, and pre-sales support, ensuring compliance with company policies
Education
High School -
William Knibb High School
Institute of Academic Excellence
Montego BaySkills
- Front Desk Expertise
- Guest Relations
- Conflict Resolution
- Check-In Procedures
- Check-Out Procedures
- Payment Processing
- Reservation Management
- Property Management Systems (PMS)
- Multi-Line Phones
- Customer Service
- Complaint De-Escalation
- Active Listening
- CRM Systems (Zendesk)
- Data Entry
- Microsoft Office Suite
- Time Management
- Multitasking
- Detail-Oriented Problem Solving
Core Skills
Guest Relations & Conflict Resolution, Check-In/Check-Out Procedures, Payment Processing, Reservation Management (Phone, In-Person, CRM), Property Management Systems (PMS), Multi-Line Phones, Complaint De-Escalation, Active Listening, CRM Systems (Zendesk), Data Entry (99% Accuracy), Microsoft Office Suite, Time Management, Multitasking, Detail-Oriented Problem Solving
Timeline
Irrigation Specialist Supervisor
TNT Lawn Sprinklers
06.2018 - 07.2023
Front Desk Agent
Nantucket Island Resorts
03.2015 - 11.2021
Customer Service Representative
Xerox/Conduent (Amazon)
06.2012 - 01.2015
High School -
William Knibb High School
Institute of Academic Excellence
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