Neshan Weekes
60 Povi Ave, Waterhall Terrace
Summary
Guest Relations Manager with a proven track record of superior knowledge in the field of hospitality. An unwavering passion for delivering excellence in the customer experience. Adept at driving satisfaction scores with a hands-on approach and motivational team management style. Dedicated to improving service, retaining loyalty and building long-lasting business relationships with guests.
Overview
7
7
years of professional experience
Work History
Guest Relations Manager
The Crane Hotel
11.2021 - Current
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
- Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Facilitated clear communication between departments to address any potential issues affecting guest satisfaction before they arose.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Coached and developed associates to improve soft skills and recovery techniques.
Junior Operations Manager
The Crane Hotel
11.2020 - 11.2021
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Implemented cost-saving measures through efficient resource allocation and vendor negotiations, optimizing property financial performance.
- Implemented comprehensive safety protocols to minimize potential risks and ensure the well-being of all residents within the property.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
Concierge Agent
The Crane Hotel
09.2019 - 10.2020
- Enhanced guest satisfaction by providing personalized recommendations for local attractions and dining options.
- Streamlined check-in processes for improved efficiency and reduced wait times.
- Assisted guests with reservations, ensuring a seamless booking experience.
- Addressed guest concerns promptly, resulting in increased customer satisfaction ratings.
- Provided exceptional customer service by anticipating and addressing guest needs proactively.
- Collaborated with other hotel departments to ensure smooth operations and consistent communication regarding guest requests.
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Contributed to overall hotel success by actively participating in team meetings and providing input on process improvements.
Bell Person
The Crane Hotel
06.2018 - 09.2019
- Enhanced guest satisfaction by promptly attending to luggage handling and delivery requests.
- Provided exceptional customer service for improved guest experience during check-in and check-out processes.
- Assisted guests with transportation arrangements, ensuring timely arrival at their destinations.
- Maintained clean and organized lobby areas for a welcoming environment and positive first impression.
- Collaborated with front desk staff to efficiently manage guest reservations and room assignments.
- Supported event set-up and tear-down, facilitating successful functions within the hotel premises.
- Developed strong relationships with repeat guests, fostering loyalty and encouraging return visits.
Front Desk Intern
The Crane Hotel
06.2018 - 07.2018
- Enhanced guest satisfaction by providing efficient and courteous front desk services.
- Streamlined check-in and check-out processes for improved guest experience.
- Resolved customer complaints and concerns with professionalism and empathy.
- Assisted in maintaining a clean, organized, and welcoming lobby area for guests.
Front Office Intern
Divi Southwinds And Heritage Resorts
08.2016 - 09.2016
- Enhanced guest experience by efficiently managing front desk operations and promptly addressing inquiries.
- Streamlined check-in and check-out processes for increased customer satisfaction and return visits.
- Assisted with reservation management, ensuring accurate bookings and minimizing overbooking incidents.
- Collaborated with housekeeping staff to maintain room availability and cleanliness standards.
Education
Associate Degree in Tourism And Travel - Tourism And Travel Management
Barbados Community College
06.2016
High School Diploma -
The St. Michael School
St. Michael06.2016
Skills
- Customer Service Expert
- Exceptional Communication
- Sales and Upselling
- Property Management Systems
- Detail-Driven
- Service Improvements
- Proficiency in Hospitality Systems
- Complaint Handling
- Professional demeanor
- Cross-functional collaboration
- Customer service orientation
- Positive attitude
- Strong leadership
- Public speaking and presentations
- Hospitality industry knowledge
- Adaptability and flexibility
- Time management
- Computer literacy
- Teamwork and collaboration
- Attention to detail
- Resource allocation
- Decision-making abilities
- Active listening
Accomplishments
- 2015 - Participant Of Sunjet Toastmasters Youth Leadership Program- Won 'Best Speaker' of the year
- Placed second in the Junior Minister of Tourism speech competition speaking on the topic of 'Attracting the youth traveler' and 'Volunteerism'.
- 2016 - Participated and placed second in the Optimist Clubs Of Barbados Oratorical contest(zone level).
- 2016 - Represented Barbados in Jamaica and placed 3rd in the Optimist International Caribbean District Oratorical Finals , speaking on the topic 'How My Optimist Will Help Me Press On To Greater Achievements Of The Future'.
- Participant of The Model United Nations- gave a speech as the Delegate of the United States of America on the topic of Human Trafficking and Biological Diversity and received a distinction in my speech
- Voted President of the Sunjet Chapter of The Toastmasters’ Youth Leadership Program
- Voted President of The SMS Student Council
- Voted Captain of The SMS Hockey Team
Affiliations
- Member of the Young Men's Christian Association hockey club
- Member of the Barbados Youth Parliament
Timeline
Guest Relations Manager
The Crane Hotel
11.2021 - Current
Junior Operations Manager
The Crane Hotel
11.2020 - 11.2021
Concierge Agent
The Crane Hotel
09.2019 - 10.2020
Bell Person
The Crane Hotel
06.2018 - 09.2019
Front Desk Intern
The Crane Hotel
06.2018 - 07.2018
Front Office Intern
Divi Southwinds And Heritage Resorts
08.2016 - 09.2016
Associate Degree in Tourism And Travel - Tourism And Travel Management
Barbados Community College
High School Diploma -
The St. Michael School
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