Chantelle Ricketts
St. John’s,Antigua
Summary
Highly motivated professional with a sincere interest in the Immigration office seeking a challenging role to utilize expertise in optimizing visitor experiences and ensuring border protection. Strong focus on enhancing guest experience and operational effectiveness, dedicated to contributing skills to smooth office operations.
Overview
19
19
years of professional experience
Work History
Director of Front Office
Hodges Bay Resort and Spa
10.2023 - Current
- Director of Front Office in charge of the following area (Conceirge, Front Desk, Butler, Reservations & Bellman), Hodges Bay Resort & Spa – Oct 2023 – 2024
- Oversee the daily operations of the front desk, including check-in/check-out procedures, guest inquiries, and resolving any issues or complaints promptly and effectively
- Recruit, train, and manage front desk staff, ensuring they provide excellent customer service and adhere to company policies and procedures
- Schedule shifts, monitor performance, and provide guidance and support as needed
- Coordinate reservations and room assignments, ensuring accuracy and efficiency in booking procedures
- Monitor occupancy levels and implement strategies to maximize room revenue
- Act as the primary point of contact for guest inquiries, feedback, and complaints
- Address guest concerns promptly and professionally, striving to exceed their expectations and enhance their overall experience
- Monitor and manage front desk expenses, including payroll, supplies, and operational costs, to ensure adherence to budgetary guidelines
- Implement cost-saving measures where appropriate
- Maintain high standards of cleanliness, safety, and comfort throughout the front office area
- Conduct regular inspections to ensure compliance with company standards and regulations
- Facilitate effective communication between front office staff and other departments, such as housekeeping, maintenance, and food and beverage, to ensure smooth operations and guest satisfaction
- Identify areas for improvement within front office operations and implement strategies to enhance efficiency, productivity, and guest satisfaction
- Stay abreast of industry trends and best practices to remain competitive in the hospitality market
Reservations Manager
Hodges Bay Resort & Spa
02.2023 - 10.2023
- Oversee the reservation system, ensuring accuracy and efficiency in booking processes
- Monitor reservation channels, such as phone, email, online platforms, and third-party booking sites, to maximize occupancy and revenue
- Develop and enforce reservation policies and procedures to ensure consistency and compliance with company standards
- Train staff on reservation protocols and best practices
- Manage room inventory effectively to optimize occupancy levels and maximize revenue
- Monitor room availability, rates, and restrictions, adjusting as necessary to meet demand and achieve revenue goals
- Analyze reservation trends, demand patterns, and market conditions to forecast future occupancy and revenue
- Prepare reports and presentations outlining reservation performance and strategies for improvement
- Work alongside the Revenue Manager to implement pricing strategies, discounts, and promotions to maximize revenue and occupancy
Reservations Supervisor
Hodges Bay Resort & Spa
10.2018 - 01.2023
Receptionist
Starfish Jolly Beach Resort
01.2010 - 01.2018
Waitress Food and Beverage
Starfish Jolly Beach Resort
01.2006 - 01.2010
Education
Certificate in Cellular Communications Forensics Consultation -
Bureau of Diplomatic Security
Certificate in Customer Service Skills Training -
Jolly Beach Resort
Management Course -
Penn Forster
03.2025
Certificate - Tourism Management
American Hotel & Lodging Educational Institute
05-2020
Cetificate - Tourism And Hotel Management
America Atlantic University
Online04-2020
Certificate -
All Saints Secondary School
06.2006
Skills
- VIP guest handling
- Front office operations
- Guest satisfaction tracking
- Staff training and development
Key Accomplishments
- Manager of the Year, Hodges Bay Resort & Spa, 2023
- Employee Of the Month, Front of The House, 2018
- ICARE AWARD, Jolly Beach Resort, 2015
- Smile Award, Front-Of-House, 2010
- Employee of The Month, Front-Of-House, 2008
Timeline
Director of Front Office
Hodges Bay Resort and Spa
10.2023 - Current
Reservations Manager
Hodges Bay Resort & Spa
02.2023 - 10.2023
Reservations Supervisor
Hodges Bay Resort & Spa
10.2018 - 01.2023
Receptionist
Starfish Jolly Beach Resort
01.2010 - 01.2018
Waitress Food and Beverage
Starfish Jolly Beach Resort
01.2006 - 01.2010
Certificate in Cellular Communications Forensics Consultation -
Bureau of Diplomatic Security
Certificate in Customer Service Skills Training -
Jolly Beach Resort
Management Course -
Penn Forster
Certificate - Tourism Management
American Hotel & Lodging Educational Institute
Cetificate - Tourism And Hotel Management
America Atlantic University
Certificate -
All Saints Secondary School
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