Tenesha Hyles
Saint John
Summary
Motivated Front Desk Supervisor with a friendly attitude and a flexible approach to dealing with routine issues and special circumstances such as VIP customers and guest concerns.
I am dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information, and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Royalton Hotel
Saint John
07.2024 - Current
- Responsible for the Front Desk and Bell Hop Attendant Department.
- Verify that receptionists follow the strategy set for the fulfillment of the KPIs established for their area.
- Proactively make suggestions to the Front Desk Manager to improve guest satisfaction.
- Make sure that all registration cards are duly signed and completed by the guest (especially email and signature) and that the entry in NH of the email is correct.
- Acknowledge and comply with the standards established by Marriott as well as the type of memberships existing in the Marriott Bonvoy program.
- Acknowledge, inform, and train their collaborators in all SOPs and policies related to the Front Desk department.
- Maximize utility and occupancy by checking the status of the correct rates in the system daily, and correcting for variance, making sure receptionists have the information, monitoring the credit report, and keeping a close eye on the daily count.
- Follows up on incidents registered in the Quality Management System and social networks and implements solutions and attends to complaints or problems in the Hotel.
- Maintain constant communication with the Housekeeping Department to ensure an efficient and continuous flow of information regarding status and room assignment.
- Supervise the correct assignment of rooms according to the type of reservation and rate, monitoring compliance with the check-in procedures upon the Guest's arrival.
- Perform their respective role in the department's briefing to be informed and updated on the relevant problems of the hotel's operation, considering what is necessary for the execution of the daily task.
- Fulfill the instructions, tasks and responsibilities assigned by the immediate superior, complying with the service provided by the hotel.
Front Desk Representative (Blueline Agent)
Royalton Hotel
Antigua
04.2019 - 07.2024
- Coordinate with Maintenance, Rooms, F&B, Entertainment and Quality's Hotsos, in order to meet the established standards.
- Register and communicate the emergency incidents that occur in the hotel and also follow up on the different areas to ensure safety of guests and suppliers.
- Prepare monthly reports of requests and requests of the guest in Blueline Department using Hotsos System allowing other departments to make better decisions to minimize guest complaints.
- Coordinate with different departments of the hotel, the realization of the guests, maintaining an effective communication that results in satisfaction of the guest.
- Supervise the work performance of hosts as it relates to the Hotsos System, performing training that allows them to obtain updated information to help them with their daily tasks.
- To follow up on and to record all pending issues on the Department's Log.
- To keep a record of occupied and available rooms.
- To be familiar with room promotions and their characteristics, as well as with the services and activities offered by company, and the sites of interests in the area.
- To provide exceptional customer service to all hotel guest.
Office Secretary
Synerge Beauty Studio
Antigua
06.2018 - 08.2018
- Answering calls and taking messages.
- Typing and preparing and delivering mail.
- Acting as a receptionist and/or meeting and greeting clients.
Customer Service Agent
NCO Customer Management, Inc.
Antigua
10.2016 - 01.2017
Education
Introduction to Supervision -
Alison
Diploma - High School/Secondary Diplomas and Certificates
Christ The King High School
Registered Nursing/Registered Nurse -
Antigua and Barbuda School of Nursing
Skills
- Processing reservations, room assignments, and billing accuracy
- Knowledge of property management systems (PMS) and POS systems
- Proficiency in Microsoft Office and hotel booking platforms
- Handling group check-ins, VIP arrivals, and special events coordination
- Problem-solving and conflict resolution under pressure
Certification
Introduction to Supervision, 05/01/24
Awards
- Host of Trimester
- Supervisor of Trimester
Languages
English, Native or Bilingual
Timeline
Front Desk Supervisor
Royalton Hotel
07.2024 - Current
Front Desk Representative (Blueline Agent)
Royalton Hotel
04.2019 - 07.2024
Office Secretary
Synerge Beauty Studio
06.2018 - 08.2018
Customer Service Agent
NCO Customer Management, Inc.
10.2016 - 01.2017
Introduction to Supervision -
Alison
Diploma - High School/Secondary Diplomas and Certificates
Christ The King High School
Registered Nursing/Registered Nurse -
Antigua and Barbuda School of Nursing