Shakira Chicola Johnson
Bridgetown,00
Summary
Hospitality leader with extensive experience in guest relations and team building. Achieved significant operational efficiency and revenue growth through strategic policy implementation. Proficient in Opera and conflict resolution, fostering exceptional service environments. Recognized for high productivity in operations management, customer service, and staff training.
Overview
10
10
years of professional experience
Work History
Director of Rooms
Wyndham Grand Barbados
Bridgetown, Barbados
03.2025 - Current
- Oversaw daily operations of front desk and guest services departments.
- Managed housekeeping and public areas teams to ensure facility readiness.
- Ensured compliance with health, safety, and hospitality standards across the property.
- Resolved guest complaints promptly to maintain high levels of satisfaction.
- Coordinated staff schedules to optimize service delivery and coverage.
- Monitored inventory levels to ensure necessary stock availability.
- Prepared weekly reports on occupancy levels, room rates, sales figures and other key performance indicators.
- Formulated policies and procedures related to guest services, employee relations and hotel operations.
- Provided leadership support during periods of high volume activity; maintained an environment conducive to excellent customer service.
- Established performance standards for all divisions within the Rooms Department; evaluated staff performance against these standards.
- Developed and implemented strategies to maximize occupancy and revenue for the Rooms Division.
- Oversaw recruiting, interviews and new employee hiring.
Front of House Manager
Wyndham Grand Barbados
09.2023 - 02.2025
- Spearheaded comprehensive policies and procedures for the Front of House Department's preopening and opening operations.
- Trained, mentored, and supervised the pre-opening team, ensuring operational readiness.
- Acted as the primary liaison for guests and the public in the absence of Executive Management.
- Monitored revenue postings and ensured adherence to financial control procedures.
- Successful management of room inventory.
- Supported front desk operations during peak times, ensuring high-quality guest service.
- Managed room inventory and handled guest feedback to enhance satisfaction.
Front of House Manager
Sandy Lane Hotel
04.2022 - 09.2023
- Managed a 36-member team where I acted as the liaison between the hotel and guests, handling complaints and ensuring guest satisfaction.
- Acted as the primary liaison for guests and the public in the absence of Executive Management.
- Oversaw hotel inspections and maintained high facility standards.
- Monitored revenue postings and ensured adherence to financial control procedures.
- Directed team members to ensure top-notch guest service and compliance with hotel policies.
- Supported front desk operations during peak times, ensuring high-quality guest service.
- Managed room allocations and changes, attending operational meetings and emergencies.
Assistant Front Office Manager / Evening Duty Manager
Sandals Resort International
12.2019 - 04.2022
- Managed a 40-member team, coupled by managing room inventory and assisted in budget development and operational strategies.
- Conducted training sessions and evaluated Front Office Team performance.
- Oversaw evening resort operations, collaborating with various departments to ensure guest satisfaction.
- Resolved customer and employee issues promptly and efficiently.
Head of Reservations Department / Human Resources Associate / Buyer/Consultant
The Cliff Company Management Limited
12.2015 - 12.2019
- Managed reservations efficiently and handled customer queries.
- Maintained human resources records and assisted in recruitment efforts.
- Undertook administrative duties and managed office supplies and inventory.
- Preparation of documentation for Import Licenses (Food, Manufacturing and Restaurant Supplies).
- Preparation of Long Term and Short-Term Work permits for Employees.
Education
Certificate - Facilities Management
University of The West Indies Global Campus
09.2025 - 01.2026
BSc. - Psychology
University of the West Indies Cavehill Campus
12.2025
Bachelor of Arts - Theology
Bethel Christian College
Canada12.2025
Human Resources Management -
BIMAP
Certificate Level One - QuickBooks and Payroll
QuickBooks Centre
Certificate - Customer Service and Legal Office Management
Career Development Institute
Associate of Arts - Humanities
The Lodge School
Skills
- Proficient in Opera
- Proficient in Canary
- Proficient in Lighthouse Transaction Manager
- Team building
- Leadership
- Conflict resolution
- Project management
- Facility operations
- Guest relations management
- Property management systems
- Implementation of SOPs
References
Available upon request
Philanthropy
- Leader, Worship & Hospitality Ministry
- Member: of the Transitional Committee for the Youth Forum of Barbados
- Volunteer, Barbados Vagrants and Homeless
- Chairperson, St. Philip South Constituency Youth Committee
Timeline
Certificate - Facilities Management
University of The West Indies Global Campus
09.2025 - 01.2026
Director of Rooms
Wyndham Grand Barbados
03.2025 - Current
Front of House Manager
Wyndham Grand Barbados
09.2023 - 02.2025
Front of House Manager
Sandy Lane Hotel
04.2022 - 09.2023
Assistant Front Office Manager / Evening Duty Manager
Sandals Resort International
12.2019 - 04.2022
Head of Reservations Department / Human Resources Associate / Buyer/Consultant
The Cliff Company Management Limited
12.2015 - 12.2019
BSc. - Psychology
University of the West Indies Cavehill Campus
Bachelor of Arts - Theology
Bethel Christian College
Human Resources Management -
BIMAP
Certificate Level One - QuickBooks and Payroll
QuickBooks Centre
Certificate - Customer Service and Legal Office Management
Career Development Institute
Associate of Arts - Humanities
The Lodge School