Shaun Fletchman (Mrs.)
St John's
Summary
Professional in hospitality with strong expertise in front office operations and guest relations. Known for high standards and consistent delivery of results. Strong focus on team collaboration and flexibility with changing needs. Skilled in customer service, problem-solving, and administrative tasks. Valued for reliability, adaptability, and results-driven approach.
Overview
14
14
years of professional experience
Work History
Front Office Agent
Jumby Bay Resort, Oetker Collection
09.2024 - Current
- Ensure seamless guest experience through smooth check-in/check-out procedures.
- Deliver personalized concierge services to enhance guest satisfaction.
- Conduct comprehensive orientations for new guests.
- Generate and distribute accurate operational reports for internal teams and Homeowners.
- Coordinate transportation arrangements for guests and Homeowners.
Receptionist
Mill Reef Club
11.2022 - 05.2024
- Efficiently managed Member and Guest check-in/check-out processes.
- Provided exceptional concierge services, addressing guest inquiries and needs.
- Handled all telephone calls with professionalism and efficiency.
Front Office Agent
Jumby Bay Resort, Oetker Collection
10.2017 - 11.2022
- Ensured a seamless guest experience through smooth check-in/check-out procedures.
- Delivered personalized concierge services to enhance guest satisfaction.
- Conducted comprehensive orientations for new guests.
- Generated and distributed accurate operational reports for internal teams and Homeowners.
- Coordinated transportation arrangements for guests and Homeowners.
- Played a key role in training new employees.
Restaurant Hostess (Part-Time)
Jolly Beach Resort
09.2016 - 03.2017
- Welcomed and seated guests promptly.
- Supervised staff briefings to ensure efficient operations.
- Assisted with table bussing and resetting.
- Accurately took orders and served meals.
Receptionist
CocoBay Resort
08.2011 - 08.2012
- Managed guest check-in/check-out processes.
- Conducted informative orientations for new guests.
- Provided personalized concierge services.
- Arranged guest transfers and transportation.
- Decorated and prepared special request Suites.
Education
Certificate of Achievement - Supervisory Management
UWI Open Campus
04.2022
Certificate of Completion - Hospitality and Tourism Management
Florida Atlantic University
Online04-2020
Bachelor's Degree - Tourism Management
Hebei University
06-2017
Certificate - Chinese Proficiency Test Level 4
Wuhan Huazhong Normal University
05-2013
Associates Degree - Hospitality Management
Antigua And Barbuda Hospitality Training Institute
06-2011
Skills
- Experience with Microsoft Word, Excel, PowerPoint, Access
- Bilingual in Chinese (Mandarin) and English
- Detail-oriented
- Team player attitude
- Excellent time management
- Communication
- Multitasking proficiency
- Adaptability
ACKNOWLEDGEMENTS
- Nominee for Employee of the month (Mill Reef Club) February 2023 and January 2024
- Leading Quality Assurance (LQA) Jumby Bay Resort Inspection – 100%
- Jumby Bay Forbes Recognition
- Nominee for Quality Award Service Excellence Front of House (Jumby Bay Resort) February, May and November 2019, January and July 2021 and February 2022
- Honorary Credential Antigua and Barbuda Hospitality Training School 2009/2010/2011
Timeline
Front Office Agent
Jumby Bay Resort, Oetker Collection
09.2024 - Current
Receptionist
Mill Reef Club
11.2022 - 05.2024
Front Office Agent
Jumby Bay Resort, Oetker Collection
10.2017 - 11.2022
Restaurant Hostess (Part-Time)
Jolly Beach Resort
09.2016 - 03.2017
Receptionist
CocoBay Resort
08.2011 - 08.2012
Certificate of Achievement - Supervisory Management
UWI Open Campus
Certificate of Completion - Hospitality and Tourism Management
Florida Atlantic University
Bachelor's Degree - Tourism Management
Hebei University
Certificate - Chinese Proficiency Test Level 4
Wuhan Huazhong Normal University
Associates Degree - Hospitality Management
Antigua And Barbuda Hospitality Training Institute
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