Li'nai Gumbs
St.Thomas
Summary
Dynamic Front Desk Supervisor at Westin St. John Resort and Villas, skilled in employee training and team leadership. Delivered exceptional customer service, fostering positive guest experiences that enhanced online reviews. Proficient in front desk operations and credit card transactions, ensuring compliance and security while maintaining a positive, team-oriented environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Westin St. John Resort and Villas
11.2018 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information.
- Developing and maintaining positive working relationships with staff members as well as guests.
- Performs all duties related to checking in and checking out of guests Handle guest problems/complaints, keeping Front Office Manager informed or deferring guests to Front Office Manager for handling.
- Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
- Handling of guest luggage and follow up on guest requests. Responded immediately to any guest requests or concerns and promptly resolved issues.
- Escorted guests to assigned rooms and transported luggage.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
Passenger Service Agent
World Wide Flight Services
05.2015 - 11.2018
- Greeted passengers, verified tickets and directed passengers to assigned seats.
- Supervised unaccompanied minors during flights.
- Relayed updates and information to passengers in a friendly and timely manner.
- Maintained a friendly, positive attitude when dealing with distressed passengers.
- Addressed passengers’ concerns about delayed and canceled flights.
Pre-School Teacher
Childcare Network
03.2014 - 09.2014
- Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps.
- Kept classrooms clean by sterilizing and disinfecting children's toys and surfaces.
- Communicated regularly with parents about daily activities and behaviors.
- Maintained daily records of children’s individual activities, behaviors, meals and naps.
- Engaged with children individually to meet their emotional and physical needs.
- Managed general housekeeping duties including feeding, diapering, resting, cleanup, etc.
Sales Associate
Belk Company
10.2013 - 09.2014
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Maintained established merchandising standards, including window, sales floor and promotional displays.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Organized store merchandise racks by size, style and color to promote visually appealing environment.
Sales Associate (Shoes)
The Walking Company
08.2012 - 08.2013
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Helped drive sales goals and achieve monthly quotas.
- Organized store merchandise racks by size, style and color to promote visually appealing environment.
- Created and maintained an organized database to develop promotional sales.
- Recommended alternative items if product was out of stock.
- Replenished supplies, bags and other materials at each cash wrap.
Education
High School Diploma - undefined
Charlotte Amalie High School
St.thomas, U.S.V.I2011
Skills
- Summer camp counselor
- Positive and optimistic
- Parent communication
- Able to lift up to 75 lbs
- Team building and supervision
- Credit card transactions
- Retail sales
- Front desk operations
- Communication skills
- Flexible
- Employee training
- Team leadership
Certification
- Airport Customer Service Ticketing
- Airport Customer Service Essentials
- Supervision of Young Children
- Playground Supervision
- Westin Supervisor of the Month 4th Quarter of 2024
- Westin Supervisor of the Year 2024
Reference
- Available Upon Request
Timeline
Front Desk Supervisor
Westin St. John Resort and Villas
11.2018 - Current
Passenger Service Agent
World Wide Flight Services
05.2015 - 11.2018
Pre-School Teacher
Childcare Network
03.2014 - 09.2014
Sales Associate
Belk Company
10.2013 - 09.2014
Sales Associate (Shoes)
The Walking Company
08.2012 - 08.2013
High School Diploma - undefined
Charlotte Amalie High School
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