Supervised front desk team (AM and PM) and delegated tasks as necessary to ensure guest service and operation standards were met. Trained staff after identifying gaps in knowledge or skills. Organized and conducted guest check-in/out, room reservations, requests, changes, and cancellations. Collaborated cross-functionally with Housekeeping and other teams to provide the best guest experience. Actively responded to complex customer service questions and exceptions to boost customer loyalty.● Conducted MOD shifts, including hosting pre-shift team meetings, checking globalist arrivals, reviewing traces, correcting billing reports, and verifying routing of upcoming/in-house/checked-out arrivals.● Exceeded customer expectations by welcoming all guests and promptly addressing guest service needs.

Performed all check-in and check-out duties. Managed online and phone reservations. Informed customers about payment methods and verifies credit card information. Collected necessary information and registers guests in a timely fashion. Greeted guests upon their arrival and assigns rooms based on availability. Provided helpful information about the club, including rooms, rates, amenities, and local attractions. Responded to guest complaints in a timely and professional manner to ensure customer satisfaction. Upsold additional facilities and services when appropriate. Maintained updated records of bookings and payments.● Worked closely with housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests’ needs, including any last-minute changes or requests● Arranged personalized services for VIP guests and event attendees (e.g., wedding guests, conference attendees, business executives) to increase customer loyalty

Researched and resolved customer complaints. Provided optimal solutions to problems. Expedited corrections and adjustments when necessary. Followed up to ensure resolution. Monitored changes in policies and communicated updates across departments. Monitored and supervised the performance of all Customer Service employees. ● Exceeded case resolutions set by upper management over 90% of the time● Achieved 100% favorable customer service solution feedback

Booked passenger reservations. Prepared and issued tickets and itineraries. Computed fares and refunds. Provided passengers with general travel information. Assisted passengers with check-in process, including tagging baggage and collection of excess baggage charges. Implemented standard operating procedures. Enforced safety and security measures. Trained, monitored, and supervised the performance of all Customer Service employees. ● Received written customer accolades based on good customer service.● Resolved customer complaints with a “can do attitude” to ensure customer satisfaction.

Booked passenger reservations. Prepared and issued tickets and itineraries. Provided passengers with general travel information. Assisted passengers with check-in process. Implemented standard operating procedures. Enforced safety and security measures.

Coordinated catering operations and handled event planning. Ensured event facilities surpassed customer expectations. Obtained necessary permits and equipment to achieve customer satisfaction. Monitored and supervised the performance of all house attendant employees.

Greeted customers by name. Responded responsively and timely to written correspondence and problem resolution. Displayed a caring attitude and developed a rapport with the customer base.

Supported the President / CEO by managing mail distribution, scheduled meetings and calendar management. Answered telephone, processed billing and expense reports.Greeted clients by name, registered client for seminars, and followed up with client reminders for upcoming meetings.Reviewed nonstandard contract request, negotiated red-line changes with vendors, and reviewed changes with the President. Provided final contract draft to vendors for sign off and provided a final contract to the vendor.Worked directly with the President / CEO planning and coordinating staffing allocations to manage day to day operations, including working with temporary agencies to hire additional staff to assist with events.