Barbara Thomas Email & Phone Number

Barbados

Barbados

Currently Manages both properties totalling 552 rooms; handling all on property and post travel complaints.Maintaining a strong working relationship with all Heads of Department, towards the Companies vision.Recruit, train and mentor new hires along with Heads of Department on required guest complaint handling thus working closely with the Training Department in enforcing good Customer Service practices and standards are maintained. A guide in empowering the line team members, middle Management and Managers in effectively handling complaints which will not require further escalation.Seeking for ways in which complaints can be reduced on a monthly basis.Successfully maintain relationships with existing clients while forging new relationships with the ultimate expectancy of a higher retention rate through the services provided.

Barbados

Managed a Resort with 280 rooms adjacent to an active Construction site.Handling all on property and post travel guest complaints.Seek for ways in which complaints can be reduced on a monthly basis.Working closely with the Training Department in enforcing good Customer Service practices and standards are maintained.Ultimately, ensuring the retention rate target is reached and exceeded consistently.

Grand Pineapple Antigua C/O Sandals Resort Int'L

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.• Maintain positive guest relations at all times.• Resolve guest complaints, ensuring guest satisfaction.• Maintain complete knowledge at all times of All hotel features/services, hours of operation, daily house count and expected arrivals/departures, scheduled in-house group activities, locations and times.• Maintain a high and exemplary level of personal appearance and grooming at all times when representing the resort.• Advise General Manager on high priority issues on a daily basis.• Advise General Manager of all emergencies.• Ensure all departments respond to all Customer Service requests on a red flag basis.• Ensure that all department managers are made aware of all guests’ comments both positive and negative as it relates to their team members performance.• Monitor and respond to guests’ complaints and concerns as they arise to the acceptable standards of Grand Pineapple Beach Resort.• Working closely with Human Resources Department in ensuring service extended is consistent through continuous training.• Educating other colleagues on problem resolution process• Meet, greet and maintain contact with all guests in-house to monitor their satisfaction.• Monitor all VIP, Honeymooners, Travel Agents, Pineapple Perks, and prior problem, guests ensuring that they are met on arrival.• Host weekly Repeater’s Guests lunches, Manager's weekly Cocktail Party along with Hotel Management and the Soon Come Back/Loyalty Manager.

Grand Pineapple Beach Resorts

Diploma, Administrative Assistant And Secretarial Science, General

Secretarial

School Leaving Certificate, Business Administration And Management, General

Activities and Societies: Debate, Science Fairs, Sports (Netbatll, Volleyball)