Melanie Brutus
Boyie Trace,Trinidad and Tobago
Summary
Organized hospitality professional with an Associate Degree in Hospitality Management. Demonstrated expertise in training teams, resolving guest issues, and ensuring operational efficiency, aiming to enhance guest experiences in a new role.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Guest Services Supervisor
Princess Cruises
12.2024 - Current
- Supporting all Guest Services Officers by providing training, feedback and appraisals.
- Reporting to Guest Services Manager and Guest Services Director of all guest concerns and escalating issues as needed, for appropriate service recovery.
- Communicating and coordinating with the relevant department to ensure an effective follow up with guest to resolve issues in a timely manner.
- Handling all lost and found, including completing audits with finance manager.
- Ensure all Guest Services Officers balances their floats accurately, settling guest accounts, handling credits cards, travelers check, cash and currency exchange as per hotel policies and procedures
- Ensuring team members are professionally dressed for work at all times
- Handling all guest queries and issues and providing quick and appropriate resolution as needed.
- Training all new hires in the company policies and procedures and effectively welcoming them onboard
Night Manager
Princess Cruises
12.2023 - Current
- Managing hotel operations at night
- Accurately reporting to the Hotel General Manager daily
- Monitoring guest and crew accounts for payment settlement, including blocking all accounts with outstanding balances
- Sending letters and ensuring phone calls are made to inform guests of outstanding balances
- Closing off accounts for disembarking guest
- Process End of Day in Micros and run inventory depletion files into CrunchTime nightly.
- Entering bar stock take counts into CrunchTime nightly and report any discrepancies
- Handling and solving all guest issues and queries in a timely manner and escalating all issues to the relevant department as required.
Guest Service Officer
Princess Cruises
05.2022 - 11.2023
- Ensuring all guest are greeted and feels welcome at all times
- Handling guest queries and/or issues and appropriately compensating guest and escalating issues to the duty supervisor when necessary
- Handling all loss and found items which includes logging, discarding and shipping items
- Informing and attending, onboard guest functions and events.
- Assign staterooms, facilitate stateroom exchanges, and process room upgrades with housekeeping.
- Emailing relevant department for assistance as needed.
- Following up with guest to ensure service have been delivered and all issues has been resolved.
- Processing all guest payments, cash, travelers check, currency exchange and credit cards
- Handling and following up with guests loss and damage luggage
Guest Service Officer
The Independente, The Collective
, Portugal
05.2019 - 01.2020
- Organize check-ins and check-outs.
- Greeting guests upon arrival and making them feel welcomed.
- Providing front desk services to guests.
- Assigning rooms and taking care of administrative duties.
- Communicating with English speaking guest.
- Processing guest payments.
Assistant Waiter and Waiter
Adventure of the Seas, Royal Caribbean Vision of the Seas and Navigator of the Seas
09.2016 - 01.2019
- Assistant Waiter Duties
- Assisting waiter in charge of all the drinks order for guest
- Preparing the drinks setup on the table
- Recommending appropriate wine to accompany food orders
- Assisting the waiter wherever is necessary
- Waiter Duties Includes
- Reporting directly to the Head Waiter or the Assistant Maître'D
- Responsible for the training and supervising of the assistant waiter
- Having extensive knowledge of all food menus
- Taking guest food orders and acknowledging all guest dietary restrictions
- Up-selling of Specialty Restaurants and other food items as required
- Responsible for the cleanliness and tidiness of the station at all times
- Attending training and meetings with Head Waiter and other management staff as requested
Education
Associate Degree - Hospitality Management
Trinidad and Tobago Hospitality and Tourism Institute (TTHTI)
11-2014
Peachtree Accounting Certificate -
#1 Forde College
11-2011
Caribbean Advance Proficiency Examination (CAPE) - Literatures in English, Management of Business, Communications Studies, Caribbean Studies
East Mucurapo Secondary School
11-2009
Skills
- Managing, training and leading a team
- Effective time management skills
- Working in a fast paced environment
- Scheduling Rota for team
- Team player and can also work individually
- Microsoft work, Excel and PowerPoint
- Conflict resolution
- Payment processing
- Critical thinking and problem solving
Certification
Certificates Aquired at Sea :, STCW Basic Safety Training (HBST), Certificate of Proficiency in Security Awareness, Certificate of Crowd Management, PEME Seafeares Medical Certificate - updated 2022
Timeline
Guest Services Supervisor
Princess Cruises
12.2024 - Current
Night Manager
Princess Cruises
12.2023 - Current
Guest Service Officer
Princess Cruises
05.2022 - 11.2023
Guest Service Officer
The Independente, The Collective
05.2019 - 01.2020
Assistant Waiter and Waiter
Adventure of the Seas, Royal Caribbean Vision of the Seas and Navigator of the Seas
09.2016 - 01.2019
Associate Degree - Hospitality Management
Trinidad and Tobago Hospitality and Tourism Institute (TTHTI)
Peachtree Accounting Certificate -
#1 Forde College
Caribbean Advance Proficiency Examination (CAPE) - Literatures in English, Management of Business, Communications Studies, Caribbean Studies
East Mucurapo Secondary School