Kenica S. Samuel

Experienced professional in the Customer Service Industry with a strong background in both Tourism/Hospitality and Retail. Demonstrated leadership skills and a successful track record working with renowned national and international brands. Skilled in effective communication and understanding others' needs, adept at motivating teams and building strong relationships to achieve goals. Proven ability to work independently and consistently deliver exceptional results. Proficient in MS Word, Excel, PowerPoint, Outlook, and experienced in internet research and social media engagements.

• Associates Degree, Business Administration, Antigua & Barbuda State College, Antigua, Antigua
• State Food Safety Food Manager Certification, New York

• Able to effectively communicate with internal and external customers, colleagues and management at all levels via telephone, email or in person, by actively listening and asking questions.,
• Effective time management skills; able to produce quality work and results while under extreme time limitations.,
• Demonstrated a calm and professional demeanor when handling difficult customers and situations to ensure customer satisfaction.,
• Proven problem solver who quickly grasps complex situations and turns them into manageable tasks by adapting to the current situation or environment.,
• Accustomed to working in fast-paced environments with the ability to multi-task simultaneously and efficiently.,
• Organized and detail-oriented with a knack for consistently anticipating customer needs.,
• Experienced in e-commerce and distribution in relation to the retail industry.,
• Skilled in reading group contracts, company MSA for special events and executing concessions within said contracts., Highly proficient in multiple software across both hospitality and retail industry to complete financial transactions and data entry.,
• Directly supervise staff of minimum 6 to over 25 employees, including Front Desk Agents, Bellhops, Housekeepers, Maintenance and Food & beverage staff at any given time ensuring all departments are running effectively and efficiently during challenging times., Handled both Front Desk and housekeeping department operations, including hiring, training, and termination of staff, issuing and collecting of staff keys, payroll and cash drawer, ensured appropriate staff was scheduled at all times, coordinated and conducted regular staff meetings.,
• Effectively lead teams of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations.,
• Demonstrate a culture of ethical conduct, safety and compliance; leading team to work in the same way and hold others accountable to this commitment.,
• Ensured that guest entrance and public areas appearance met the hotel’s high standards and guest expectations., Address and resolve customer complaints in a timely manner.,
• Consistently been able to fill house without relocating guests to other properties or keeping relocation to a minimum to not affect overall revenue as Overnight Manager.,
• As the former World of Hyatt Specialist, selected by upper management in 05/18, membership enrollment was increased by 3.5% from the previous year due to an incentive program formulated by myself.,
• Dealt with difficult customers with a calm and fair approach, to ensure guest satisfaction.,
• Oversee all procedures are performed correctly to the standard of the company brand and policies are enforced.,
• Review and respond to guest comments and reviews on third party booking sites and also through Medallia software.,
• Review and analyze all daily reports and guest folios, and correct any guest payment or transaction discrepancies that occurred.,
• Develop and implement action plans aimed at increasing NPS (Net Promoter Score) for overall Guest Experience.,
• Overhauled old hotel packages and rates by creating new marketing ideas to maximize hotel revenue with the guidance of the General Manager.,
• Managed the building and loading of rates into the PMS, room inventory availability, all rooms’ assignment for special groups which included weddings, corporate and non-corporate, VIPs, complementary upgrades.,
• Delegated any special request from arriving or in-house guests while emphasizing time management and specific execution of tasks.,
• Has demonstrated the ability to handle various group sizes from 20 to over 3000 room nights with efficiency, exceptional organizational skills and prioritizing unique details for each group.,
• Has successfully led multiple pre-con meetings with both clients and internal team, which resulted in less errors in communication between both parties.,
• Has played an instrumental role in retaining existing clients and also securing new retention opportunities by going above and beyond with my positive attitude towards clients.,
• Supervised the daily operations of the Sales department which included finalizing travel itineraries for upcoming groups and individuals traveling to the destination., Assisted in creating and organizing special and seasonal promotional events for the Tourism Board.