KRYSTALENE JEAN
Miami,FL
Summary
Hospitality operations manager with experience leading VIP guest relations, front-of-house service recovery, and timely resolution of guest and resident concerns. Supports staffing, scheduling, onboarding, reporting, and cash handling while keeping service standards, accuracy, and day-to-day operations aligned.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Guest Services Manager
CARILLON HOTEL
03.2023 - Current
- Managed VIP and high-profile guest relations, providing personalized service and addressing individual needs and preferences.
- Acted as the senior point of contact for guests/residents and management, facilitating effective communication and timely resolution of operational issues.
- Oversee front-of-house operations, including guest and resident inquiries, requests, complaints, escalations, and service recovery.
- Identified and implemented process improvements to enhance operational efficiency and elevate overall guest experience.
- Assist with staffing, scheduling, training, performance management, and employee development to support operational objectives.
- Prepare operational reports, maintain accurate records, and monitor departmental performance and productivity.
- Execute cash management and payment processing procedures with a strong focus on financial accuracy, security, and policy compliance.
- Provide high-level support to executive leadership.
Guest Experience Leader
CARILLON HOTEL
11.2022 - 03.2023
- Led guest service operations for CARILLON HOTEL front desk and lobby interactions.
- Managed guest room reservations and promptly resolved guest concerns to enhance overall satisfaction.
- Prepared guest arrival experiences through customized itineraries, communicated special requests, and coordinated appointment scheduling for applicable outlets.
- Facilitated guest services at the front desk to enhance overall guest experience.
- Trained new hires at the reception desk and facilitated the onboarding process to ensure adherence to hotel standards.
- Trained new associates on hotel standards and guest interaction etiquette.
- Created weekly staff schedules to ensure optimal coverage during peak hours and improve service efficiency.
- Followed strict cash handling and credit card procedures while processing transactions accurately and efficiently.
REMOTE CUSTOMER CARE REPRESENTATIVE
World Travel Holdings
05.2021 - 11.2022
- Responded to customer inquiries regarding cruise itineraries and resolved service issues on cruise bookings to enhance customer satisfaction.
- Effectively identified customers' requirements to optimize sales of cruise products and services.
- Processed reservations efficiently through administrative functions, ensuring accurate and timely completion.
- Conducted outbound communications with existing and prospective clients to generate new business and establish a repeat client base.
- Ensured performance goals were achieved consistently and in accordance with brand quality standards.
ROOMS CONTROL SUPERVISOR
Eden Roc Hotel & Nobu Hotel
12.2016 - 03.2020
- Supervised room inventory of over 600 rooms, ensuring optimal room allocation for guest satisfaction.
- Coordinated check-in and pre-registration for business/conference groups, enhancing the guest arrival experience.
- Assisted front desk with guest check-ins and check-outs during peak arrival/departure hours.
- Oversaw hires and trained new hires for front desk and other areas of operations.
- Managed daily cash and credit card transactions while ensuring accuracy, compliance, and adherence to established financial procedures.
- Answered incoming phone calls, aided in routing calls to appropriate personnel, and retrieved messages.
- Recognized as Outstanding Colleague for consistently excellent performance and recognition in Trip Advisor reviews for exceptional customer service.
Education
Bachelor of Science - CRIMINAL JUSTICE, PSYCOLOGY
Florida International University (FIU)
Miami, FLSkills
- Guest services management
- Service recovery
- Reservation systems
- Property management systems
- Management expertise
- Revenue management
- Staff scheduling
- Organizational skills
- Microsoft Office
- Effective communication
- Revenue management
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Spanish
Full Professional
Timeline
Guest Services Manager
CARILLON HOTEL
03.2023 - Current
Guest Experience Leader
CARILLON HOTEL
11.2022 - 03.2023
REMOTE CUSTOMER CARE REPRESENTATIVE
World Travel Holdings
05.2021 - 11.2022
ROOMS CONTROL SUPERVISOR
Eden Roc Hotel & Nobu Hotel
12.2016 - 03.2020
Bachelor of Science - CRIMINAL JUSTICE, PSYCOLOGY
Florida International University (FIU)