Pierre Carter
Bridgetown
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Expert Maestro and room master user. Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, producing reports and maintaining records. Highly analytical and organized with good communication and multitasking abilities. Personable Guest Relations Manager with background directing, motivating and training team members to provide exceptional service to guests. Talented at taking on challenging issues in hospitality management. Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through LQA standards
Overview
13
13
years of professional experience
Work History
Assistant Guest Services Manager
Ocean Hotels
09.2021 - Current
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Developed and implemented strategies to uphold safety and security of guests.
- Motivated and rewarded employees to improve engagement.
- Surveyed guests to check for areas in need of improvement.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Supervised team of 15 front desk agents and helped to resolve issues arising during shifts.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
Front Desk Receptionist
Ikona International Inc
04.2019 - 08.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Trained new team members on company procedures, customer service and issue resolution.
- Entered and updated sensitive customer information during check-ins and room changes.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Organized, maintained and updated information in computer databases.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Scheduled office meetings and client appointments for staff teams.
- Compiled information from files and research to satisfy information requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
Tour Administrator
Sun Group Inc
01.2019 - 08.2019
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend and holiday shifts.
Front Desk Agent
Sun Group Inc
03.2010 - 01.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Stored guest valuables in safe and individual boxes for security.
Education
No Degree - Mathematics
St.Leonard's Boys' Secondary
St, Michael 07.2007
Skills
- Processing Credit Card Payments
- Recovery Support
- Contact Management Systems
- Customer Experience
- Strategic Decision-Making
- Superior Organizational Skills
- Operational Standards
- Brand Loyalty
- Maintaining Clean Work Areas
- Customer Retention
- Team Goals
- Restaurant Operation
- Purchase Orders
- Motivational Leadership
- Front Desk Operations
- Guest Satisfaction
- Guest Relations Management
- Property Information
- Revenue Forecasting
- Checking Reservations
- Complaint Logging and Resolution
- Payroll Operations
Cooking, Travelling ,Meeting new people
I am a foodie , i love to experience different cuisines ,so once a month i try a different restaurant .
Travelling is a favorite of mine which i only found in 2019 , My favorite destination is tobago the people are friendly ,the Nylon pool is one of my spots .The food is tasty and very spicy .
Meeting new people is a plus for me ,im a jovial person and anything i would do to put a smile on someone's face through a short conversation .
Timeline
Assistant Guest Services Manager
Ocean Hotels
09.2021 - Current
Front Desk Receptionist
Ikona International Inc
04.2019 - 08.2021
Tour Administrator
Sun Group Inc
01.2019 - 08.2019
Front Desk Agent
Sun Group Inc
03.2010 - 01.2019
No Degree - Mathematics
St.Leonard's Boys' Secondary
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