Kemburn Green
Homestead,FL
Summary
Dynamic Guest Service Manager with a proven track record at Hawks Cay Resort, excelling in operations management and staff training. Enhanced guest satisfaction through personalized service and efficient property management systems. Successfully implemented strategies that improved check-in processes, resulting in higher guest ratings and loyalty.
Overview
2026
2026
years of professional experience
Work History
Front Office Manager
Hawks Cay Resort
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Coordinated scheduling for staff to optimize coverage during peak hours.
- Responded to guest inquiries, providing exceptional customer service and resolving issues promptly.
- Trained new front desk staff on policies, procedures, and software systems.
- Assisted in implementing strategies to enhance guest satisfaction and improve overall service quality.
- Conducted regular audits of front desk operations to identify areas for improvement.
Hotel Front Desk Supervisor
Bakers Cay Resort
- Supervised front desk operations ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel policies.
- Managed reservation system to optimize room availability and guest satisfaction.
- Resolved guest inquiries and concerns efficiently, enhancing overall experience.
Guest Service Manager
Hawks Cay Resort
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Oversaw lobby operations and concierge services.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Understood and implemented safety and emergency procedures.
- Monitored staff training, scheduling and shift changes.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
- Maintained and troubleshot hotel property management systems.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.
- Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Implemented procedures and services to improve hotel services and amenities.
- Developed promotional packages to attract new guests while maintaining profitability goals for the property.
- Coordinated luggage collection, transportation and storage.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
Project Manager
Hawks Cay Resort
12.2024 - Current
- Assisted in project planning and scheduling activities to ensure timely completion.
- Coordinated communication among team members to facilitate collaboration and information sharing.
- Supported the development of project documentation, including plans, reports, and presentations.
- Learned project management tools and software to enhance workflow efficiency.
Education
(Degree) Business Management - Account And Business Management
University of The West Indies
Jamaica(Diploma) Business Administration -
Caribbean Institute of Business
JamaicaSkills
- Guest accommodations
- Property management systems
- Staff training and development
- Operations management
Timeline
Project Manager
Hawks Cay Resort
12.2024 - Current
Front Office Manager
Hawks Cay Resort
Hotel Front Desk Supervisor
Bakers Cay Resort
Guest Service Manager
Hawks Cay Resort
(Degree) Business Management - Account And Business Management
University of The West Indies
(Diploma) Business Administration -
Caribbean Institute of Business
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