Rondreca Basden

• Providing guidance and support to The Club and HGV Max members regarding the services of their membership and account including financials and methods of operations.
• Creating and executing commission-based sale strategies for Reservation Protection Plans, Cruises (EOL), Tours/Presentations, Points Purchased, etc.
• Providing quality assurance during inbound calls on i3 and CXOne System
• Implementing effective communication strategies to keep members informed about upcoming events and promotions.
• Promoting dedicated customer service and support by promptly resolving customer complaints.
• Developing loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Organizing memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Maintaining operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Arranging travel accommodations for groups, couples, executives, and special needs clients.
• Following up with customers to increase customer service with travel plans.
• Assisting clients with flight changes and cancellations to minimize travel disruptions.
• Boosting member satisfaction by promptly addressing concerns and resolving issues in a professional manner.
• Updating and maintaining customer databases to increase customer retention.
• Managing membership records, maintaining accurate information for billing and contact purposes.
• Helping senior managers make effective decisions based on current and accurate reporting.
• Enhancing member experiences by providing personalized recommendations and tailored club activities.
• Providing exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

• Accurately evaluating all daily income of TCI Auto Spot/Accounts Management by supervising the company's bank accounts. Contacting the banks if any fraudulent or questionable transactions are revised on the accounts (Scotiabank, FCIB, RBC).
• Recording all gross and net income including checks, cash, and credit card transactions by completing weekly and daily reports, using MS Office Suite and Quickbooks Retail Management System.
• Receiving and/or distributing company affiliated payments i.e., ROA customer payments, shop utility bills, etc. Keeping an accurate record of invoice balances by updating each individual account using Quickbooks RM System.
• Using Epicor Software to utilize and oversee all Auto Sales Specialists/countermen daily register reports, batch closing reports, customer receipts, ROA customer payment updates, etc.
• Preparing and carrying out bank drops for TCI Auto Spot at local bank inclusive of checks and cash.
• Ordering cash change with bank tellers for collection to contribute toward all necessary daily sales exchanges.
• Carrying out physical tasks using company funds and keeping a monthly record of these services including company vehicle fuel expenses, road cleaning, construction workers payroll, shop maintenance, etc.
• Paying shop utility bills using company funds. Proof reading, editing, and distributing all employee contracts, agreements, policies, and application forms to new employees.
• Reduced company expenses with thorough budget management, cost oversight, and strategic financial planning.
• Issuing termination letters and preparing final checks for employees.
• Printing checks for distribution (pickup and drop off) for local providers and collaborators such as Island Bargains, Provident LTD., Air & Sea Shipping, lawyers, schools (etc.), through Quickbooks Retail Managing System and keeping a record of those checks.
• Sending and receiving emails in both the administrator and sales inboxes relating to sales offers, employment offers, shipment correlation, lawsuits, complaints, etc.
• Registering new employees for National Insurance and Healthcare benefits, bank accounts, etc.
• Scheduling interviews, meetings and appointments for staff and administrators internally and externally.
• Sending out staff notice reports to effectively notify colleagues in different departments and ensure consistent information flow throughout the organization.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established team priorities, maintained schedules and monitored performance.
• Completing payroll postings and distribution by determination of employee attendance and bi-weekly salary calculations. Submitting pay slips to the administration team for payroll execution.
• Consistently met or exceeded deadlines while maintaining high-quality output under pressure.
• Demonstrated leadership capabilities through effective delegation of tasks while also offering support when needed.
• Conducted regular performance reviews to identify areas of improvement and provide constructive feedback for growth opportunities within the company.
• Spearheaded office reorganization efforts to create a more functional workspace for staff members.
• Assisted senior management in decision-making processes by providing detailed reports on departmental performance indicators.
• Handled all Human Resources, Administrative and Financial tasks/services for the entire company/micromanaging.

• Utilizing Opera hotel system to check-in/checkout guests, settle bills including owners’ folio, post room charges, update room status and bookings, make external transactions through ‘by passer’ functioning, issue room moves, creating files and attachments consisting of guests completed registration form and IDs, log guests’ reports, complaints, or reservation updates in reservation comments, etc.
• Contacting URV internationally to aid with guest hotel transfers, report cancellations, extended stays, etc.
• Answering emails and phone calls that require planning, approval or follow ups regarding general pre-arrival information, transportation services, amenity request placements, booking confirmations, Covid19 protocol and regulations, associates general conduct, (etc.) in a professional manner.
• Working night audit shifts: posting receipts, performing Opera end of day batch close, assessing the complete state of the facility for maintenance issues, turning on bakery oven at 2am precisely; even making general constructive notices and reporting all of those followed by the distribution of daily reports/briefing sheets to all resort departments or managers via email.
• Making guest miscellaneous reports and incidental reports and inquiring managerial approval.
• Scheduling guests' rapid antigen/PCR tests and issuing travelling attestation form for travelling purposes using Microsoft Word and Excell
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Assisted with tour desk administrative tasks such as bookings, cancellations, and consolation.
• Received arrivals: Preparing cold towels, offering guests water or champagne on arrival, issuing, and assisting with registration forms, reciting resort details, available facilities, and room key functionalities.
• Managed amenity requests in regard to birthdays, honeymoons, anniversaries, and the like. Prepared various amenities such as a sparkling wine, fruit and cheese platters, etc.

• Contacting debtors on behalf of debt collecting/crediting agencies, property owners and other business-oriented suppliers (such as Fortis TCI, Mills Institute and Auto Group) by staging ‘search and locate.’
• Accumulating and handling invoice requests by generating accurate statements through QuickBooks or seeking provision from our clients.
• Creating advertisement referrals regarding sales and rentals (apartments, vehicles, loans)
• Making sales, collecting/initiating payments, and handling receipts on the behalf of PSC and our clients, then receiving commission from various duties.
• Performing administrative duties such as assisting clients with applications and proposals (work permits, clearance letters, mobile/home rental agreement contracts).
• Appointing our clients to potential tenants and helping these occupants to locate their most suitable property or rental facility.
• Accommodating our clients' customers during viewings prearranged by PSC.

• Directing calls to guest rooms, staff, or departments through the switchboard/PBX system in a courteous and
• professional manner.
• Gathering and providing information about hotel services and local services to guests.
• Updating guest directory on PBX system software.
• Logging wake-up call requests and executing wake-up call services.
• Preparing key pallets including parking passes, shuttle schedules, welcome letters, and readable room keys for all arriving guests.
• Greeting guests upon arrival and offering them complimentary components.
• Checking guests in upon arrival and checking guests out during departure while maintaining a record in RDP system.
• Making transactions and issuing change, receipts, and refunds throughout guest visitation.
• Composing emails and other projects (orders, reviews, reports, cards, etc.) using Microsoft.
• Ordering and distributing complimentary items such as cakes, cards, wines, and champagnes for special occasions and referring to these in staff logbook.
• Setting up and confirming on-property plans and events (weddings, conferences, etc.).
• Booking rooms and carrying out room changes and guest cancellation procedures with reservations from abroad
• Reserving tables, arranging transportation for guests, and logging all events into RDP and dinner log.
• Booking tours, excursions and SPA appointments for guests and logging all events into RDP and excel.
• Forwarding FEDEX lost and found inventory to previously visiting guests; contact tracing.
• Contacting co-operating businesses for the distribution of checks using telephone directory.
• Contacting (front desk, housekeeping, maintenance, pool, and beach) managers for appointed tasks and

requests and referring to them in staff log book.

• Reporting and resolving equipment or service complaints and problems.
• Preparing and providing complimentary drinks and cold towels for guests upon arrival.
• Programming readable keys for room, gym, and SPA access.
• Completing courtesy call log and guest departure log.
• Typing/writing up meal vouchers and creating a log of all distributions on excel.
• Logging and referring to all salient day-to-day events and notices in staff logbook.

• Contacting interviewees to be questioned at the Wellington Collection at an appointed date and time.
• Compiling, analyzing, and organizing a record of data regarding my interviewee through research on various social media platforms.
• Preparing reports to provide answers in response to specific events.
• Explaining survey objectives and procedures to interviewees, and interpreting survey questions to help interviewees' comprehension.
• Reviewing data obtained from interviewee and identifying/resolving inconsistencies.