Tanisha Lee
Montego Bay,St. James
Summary
Experienced in the hospitality industry, consistently delivering exceptional customer satisfaction, effectively managing teams, and efficiently overseeing front office operations. Skill set includes handling reservations, performing administrative tasks, and enhancing guest experiences. Strong communication skills, meticulous attention to detail, and ability to thrive under pressure. Eager to contribute to a dynamic team in the hospitality industry.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Experience Associate II
Centerwell Pharmacy (Humana)
12.2024 - 02.2025
- Handle prescription orders, coordinate refills, and address customer inquiries.
- Contact customers' prescribing doctors to renew prescriptions or refer an alternate cost-effective medication.
- Track order shipment, process payment and provide emotional support to customers when needed.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Assistant Front Office Manager
Sandals Montego Bay
04.2024 - 07.2024
- Managed front office operations for a resort with 265 rooms and a team of 18 staff.
- Supervised guest check-in/check-out, reservations, concierge services, and billing.
- Optimized room inventory and rate strategies, increasing revenue and occupancy.
- Implemented guest feedback to improve customer satisfaction.
Warranty Expert
Canada Goose
10.2021 - 12.2023
- Addressed warranty-related customer inquiries, providing accurate information on coverage.
- Verified and processed warranty claims, ensuring compliance with company policies.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Rooms Division/Operations Manager
Blue Haven Resort
01.2020 - 09.2021
- Supervised front office, housekeeping, and guest services for a 52-key resort.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led a team of 32 staff, including hiring, training, and performance evaluations.
- Improved guest satisfaction by 20% and departmental efficiency by 15%.
- Implemented Oracle Hospitality eLearning and Opera PMS for staff training.
Front Office Manager
Royalton Blue Waters & Royalton White Sands Resorts
04.2014 - 05.2019
- Managed front office operations for two properties with 567 rooms and 35 staff members.
- Enhanced guest feedback and service quality through the implementation of training initiatives.
- Recognized with the General Manager Award for exceptional leadership and performance.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Executive Assistant to the Director of Call Center Operations
Unique Vacations Limited
12.2011 - 10.2013
- Managed the Director's schedule and ensured confidentiality in communication.
- Managed executive calendars, scheduling meetings and appointments, and coordinating travel arrangements to optimize time.
Project Coordinator
Sandals Resorts International
03.2011 - 11.2011
- Managed inventory and allocated resources for project success.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
Resort Shop Manager
Sandals Resorts International
01.2010 - 03.2011
- Managed inventory control, cash control, and store opening and closing procedures.
- Oversaw employee performance, addressed issues, and improved efficiency to meet productivity targets.
- Monitored and analyzed sales reports to identify opportunities for growth.
Purser
Air Jamaica Holdings Limited
04.1998 - 01.2010
- Awarded 'Team Player of the Year' three times for outstanding contributions.
- Managed flight operations, ensured safety, and provided in-flight announcements.
- Maintained communication between crew and cockpit for smooth operations.
Reservations and Special Services Agent
Air Jamaica Holdings Limited
03.1996 - 04.1998
- Handled special service requests, including wheelchair assistance and unaccompanied minors.
- Optimized flight bookings and ensured customer satisfaction with seating arrangements.
Education
Associate of Science - Project Management
Project Management Institute
USA08-2025
Skills
- Policy improvement
- Negotiation skills
- Customer account management
- Stakeholder communication
- Project management
- Change management
- Stakeholder management
- Staff training and development
- Revenue management
- Payroll and budgeting
- Operations management
Certification
- Google Digital Marketing & eCommerce - Online Business Management
- Six Sigma Foundation Principles - Yellow Belt
- Wine & Food Pairing - National Restaurant Association
- Hospitality Leadership & Management - American Hotel & Lodging Educational Institute
- Basic Human Resources & Oracle Hospitality - eLearning College
- Pure Science - West Indies College
Timeline
Customer Experience Associate II
Centerwell Pharmacy (Humana)
12.2024 - 02.2025
Assistant Front Office Manager
Sandals Montego Bay
04.2024 - 07.2024
Warranty Expert
Canada Goose
10.2021 - 12.2023
Rooms Division/Operations Manager
Blue Haven Resort
01.2020 - 09.2021
Front Office Manager
Royalton Blue Waters & Royalton White Sands Resorts
04.2014 - 05.2019
Executive Assistant to the Director of Call Center Operations
Unique Vacations Limited
12.2011 - 10.2013
Project Coordinator
Sandals Resorts International
03.2011 - 11.2011
Resort Shop Manager
Sandals Resorts International
01.2010 - 03.2011
Purser
Air Jamaica Holdings Limited
04.1998 - 01.2010
Reservations and Special Services Agent
Air Jamaica Holdings Limited
03.1996 - 04.1998
Associate of Science - Project Management
Project Management Institute
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