VINCENT HERBERT

Helped achieve the following awards in 2024 -

World class resort MVW
GSS achievement
Quality assurance of 90+
Excellence in problem solving

Responsibilities -

• Overseeing all front desk, and shuttle operations including training new members, retraining, and updating on new standards.
  
• Monitored closely the Front Office GSS weekly and improved the scores over the year by 15 percent in nearly every category. Raising the overall front office score from 75+ to 90+.
  
• Ensuring all MVW standards are up-to-date and being logged and tracked.
  
• Working closely with my front desk manager to monitor and maintain all front desk agents schedules and requests.
  
• Helped document, review and revise all disciplinary actions, coaching, and note to files in the last year.
  
• Organized and maintained shuttle driving schedules, maintenance logs, and inspections
  
• Assisted other departments such as engineering, food and beverage, and activities during short staff or call outs.

• Oversaw all VIP guests in our private 24 villa collection.
  
• Handled reservations, bookings, tee times, and all requests.
  
• Provided curated cocktail and cordial experience in our private lounge.
  
• Prepared, organized, and served private breakfast to all guests.
  
• Valeted guests' vehicles and drove them into Carmel for all shopping and dining needs.

• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
• Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates
• Increased customer service ratings through personable service
• Hired and trained new employees, demonstrating best methods for serving clients and guests
• Prepared bills for customers and delivered to rooms on day of check-out

• Managed team of four front desk agents and helped to resolve issues arising during shifts
• Directed all day-to-day operations of hotel facility to provide safe and enjoyable guest experience
• Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases
• Worked closely with restaurant supervisor to ensure best guest satisfaction scores with restaurant guests