Mellissa J. Seabrookes-Payne

• Responsible for overseeing the Concierge Department and & Bell Department
• Responsible for handling all arrangements for FITs and group guests

• Developed and implemented policies related to customer service standards and procedures.
• Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
• Checked schedule of events to complete pre-planning and prevent issues.
• Recognized top staff contributors through team meetings and employee appreciation events.
• Coached staff on strategies to enhance performance and improve customer relations.
• Oversaw recruiting, interviews and new employee hiring.
• Monitored customer satisfaction levels through surveys, guest comments and feedback.
• Coordinated with vendors regarding supplies needed in order to meet the needs of guests.
• Assisted guests with special requests such as arranging transportation services or providing information about local attractions or events.

• Responsible for overseeing the Concierge Department (7 employees)
• Responsible for handling all arrangements for FITs and Corporate event guests
• Liaison between hotel management and guests to address special needs or concerns.
• Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
• Trained new staff members on proper policies and procedures related to customer service delivery.
• Developed strong relationships with key partners in order to ensure smooth operations between departments.
• Arranged airport transfers and local transportation for guests.
• Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
• Coordinated reservations at restaurants, theaters, and special events.
• Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
• Trained new concierge staff on best practices and hotel policies.

• Placed orders for and picked up flowers for guests.
• Handled guest inquiries and resolved issues promptly to ensure satisfaction.
• Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
• Greeted guests upon arrival and provided them with information about the hotel's services and amenities.
• Assisted guests with booking tours and activities within the city.
• Created welcome packages for VIPs containing information about their stay at the hotel.
• Updated customer profiles in computer systems after each interaction with a guest.
• Trained new concierge staff on best practices and hotel policies.
• Handled mail and package deliveries, keeping items secure.
• Updated front desk's concierge book to maintain most relevant visitor information.
• Organized tours and excursions, tailoring experiences to guest preferences.

• Responsible for handling all arrangements for weddings and small groups (100 and under) as designated by the Director of Conference Services
• Act as a liaison between the client and the hotel for all the client needs (hotel rooms, catering events, audio visual, transportation and off site recommendations)
• Coordinate the sales efforts between Sales department and catering to ensure proper utilization of function space to yield maximum revenues
• Arranging of any special requests, both in and out of the resort
• Compiling all group dates to make up accurate post convention reports
• Assist in handling site inspections for tentative, definite and other potential clients.
• Compiling wedding and group documents through Delphi.
• Reviewed invoices from vendors before submitting payments in order ensure accuracy.
• Conducted research into new venues or locations which could be used for future events.
• Oversaw setup of meeting rooms prior to events to ensure they meet customer specifications.
• Created program activities, agendas and budgets based on client requirements.
• Chose facilities, inspected spaces and planned set up and execution to exceed client expectation.
• Coordinated with vendors to provide necessary services such as catering or entertainment.
• Managed on-site activities for conferences to ensure a successful event.
• Assessed post-conference feedback from customers in order to make improvements for future events.
• Organized guest support services for guests to meet accommodation, transportation and service needs.

Company Overview: The modern embodiment of the spirit and soul of the Caribbean, this beachfront oasis is everything you could need in a luxury getaway. A place where smiles greet you as you step off the boat, where the crest of the sun over Nevis Peak sparkles on the waters of two oceans that meet but never cross, Nevis is a captivating combination of adventure, serenity and recreation that just waits for your discovery.

• Responsible for arranging both onsite and off property activities/events for all hotel and villa guests
• Responsible for making dinner arrangements for hotel, villa guests and homeowners
• Responsible for coordinating activities, dinner and any other special arrangements for corporate groups requesting a personal Concierge
• Maintain a close working relationship with Concierge Manager and her assistant regarding guest glitches or any other issues
• Assisted with the training of new hires
• Placed orders for and picked up flowers for guests.
• Handled guest inquiries and resolved issues promptly to ensure satisfaction.
• Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
• Greeted guests upon arrival and provided them with information about the hotel's services and amenities.
• Assisted guests with booking tours and activities within the city.
• Created welcome packages for VIPs containing information about their stay at the hotel.
• Updated customer profiles in computer systems after each interaction with a guest.
• Trained new concierge staff on best practices and hotel policies.
• Handled mail and package deliveries, keeping items secure.
• Updated front desk's concierge book to maintain most relevant visitor information.
• Organized tours and excursions, tailoring experiences to guest preferences.

• Company Overview: Nevis Express was a small Airline Company operating schedule flights between St
• Kitts and Nevis and private charters throughout the Caribbean
• Responsible for the leadership of the team of 4 Ticket Agents and 5 Baggage Handling Agents
• Monitor daily flight schedule to ensure that flights were departing and arriving as scheduled
• Handling customer complaints and any other issues
• Preparing weekly work schedules for staff
• Assisting passengers with other Airline related issues or concerns
• Coordinating private charters to other neighboring islands for corporate groups
• Reviewing shift reports ensuring that all duties were carried out by my team
• Maintain a close working relationship with the President/CEO, Pilots and Mechanics to ensure the smooth running of the day to day operation
• Training of new hires
• Maintaining and updating office files
• Coordinate with other airport vendors regarding specific flight information (for example, fueling and catering services)
• Nevis Express was a small Airline Company operating schedule flights between St
• Kitts and Nevis and private charters throughout the Caribbean

• Responsible for providing information via phone, electronically or in person regarding space availability, fares, routes and schedules
• Processing passenger flight reservations and issuing tickets
• Keeping record of ticket sales
• Assisted with the training of new hires
• Maintaining and updating office files

• Responsible for providing information via phone, electronically or in person regarding space availability, fares, routes and schedules
• Processing passenger flight reservations and issuing tickets
• Keeping record of ticket sales

• Responsible for ticketing agents and Baggage handling agents, ensuring that they carried out all duties assigned
• Assisted with the training of new hires
• Responsible for providing information via phone, electronically or in person regarding space availability, fares, routes and schedules
• Processing passenger flight reservations and issuing tickets
• Keeping record of ticket sales

• Responsible for dispatching scheduled and chartered flights
• Responsible for the sale of tickets for schedule and chartered flights
• Prepare boarding passes at airports, check and tag baggage, announce flights and assist passengers who have special needs
• Communicate information with flight crew on the ground