Vanessa White-Edwards
St. John's
Summary
Reliable, top-notch Senior Associate Butler with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. In-depth understanding of hospitality and the tourism product. Also talented proficient in project planning, scheduling and oversight. Expert in customer relations, quality customer care, product development, customer retention and documentation. Ready to offer 21 years' experience and apply skills to new role at Cocobay Resort Antigua.
Overview
21
21
years of professional experience
Work History
Senior Associate Butler
Sandals Grande Antigua Resort & Spa
Dickenson Bay, St. John's, Antigua
08.2005 - Current
- Meet and greet guests on arrival and assist them with check-in process and conduct welcome orientation of suite and property.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional service for our guests and our resort.
- Serve food and beverages wherever guests desires, while exceeding their expectations.
- Consistently maintained strong relationships with guests, ensuring clear communication and timely updates on their endeavors.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Boosted overall team morale by creating a positive work environment and encouraging open communication channels among colleagues.
- Proactively identified potential risks, developing mitigation plans to minimize impact on project timelines or outcomes.
- Played a key role in driving business growth by identifying potential areas of expansion and presenting strategic recommendations to senior leadership.
- Enhanced team performance by implementing effective project management strategies and providing consistent guidance.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Actively participated in organizational development initiatives like workshops or seminars, contributing valuable insights based on experience.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Trained and mentored junior staff on customer service strategies and techniques.
- Managed guests relations through communication and helpful interactions.
- Worked varied hours to meet seasonal and business needs.
- Analyzed guest preferences to identify trends and anticipate guests needs.
- Maintained relationships with customers to maximize sales opportunities.
- Identified guests needs and wants to enhance guests experiences and boost sales.
- Improved guests satisfaction by quickly and effectively addressing inquiries and complaints.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Coordinated tours and excursions, spa appointments, dinner reservations and WOW experiences etc. for guests, leading to hassle-free trips and enjoyable experiences.
- Enhanced guest experiences by providing personalized and attentive services as per their preferences.
- Trained junior staff members in various aspects of butler service, enhancing their skills and improving overall team performance.
- Participated in team meetings and staff training sessions.
- Managed an average of 7 Elite Butler Guests Suites, planning and prioritizing to efficiently and professionally provide the best service expected by our guests.
Quality Control Manager
Grand Pineapple Beach By Occidental
Willikies, Antigua
07.2003 - 08.2005
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
- Spearheaded root cause analysis investigations when needed, determining underlying issues and recommending appropriate fixes.
- Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
- Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Conducted regular audits of production facilities, ensuring compliance with industry standards and regulations.
- Enhanced product quality by implementing rigorous inspection procedures and standardized testing protocols.
- Implemented data-driven decision-making strategies, enabling more accurate identification of trends and areas for improvement.
- Coordinated with other departments to establish preventive maintenance schedules for equipment, reducing downtime due to unexpected failures or malfunctions.
- Conducted audit inspections and independent checks to verify parts and materials.
- Used Fidelity and Quality Assurance Software to produce reports regarding daily production quality, nonconformance of products or processes and quality trends.
- Developed comprehensive training programs for new quality control team members, ensuring consistent performance across the board.
- Consistently maintained detailed records of all quality control activities for easy reference during audits or process evaluations.
- Monitored staff organization and suggested improvements to daily functionality.
- Servsafe and HACCP training of staff
- Implemented new quality assurance and customer service standards.
Sales Associate
Media Publishing Corporation
Brussels, Belgium
06.2003 - 07.2003
- Built relationships with customers to encourage repeat business.
- Freelance, door-to-door sales of advertisements spaces in the Caribbean magazines that were published by Media Publishing Corporation.
- Engaged with customers to build rapport and loyalty.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Handled transactions by efficiently depositing cheques to the company's Account and ensuring accuracy in all financial exchanges.
Intern
Medical Benefits Scheme
St. John's, Antigua
04.2003 - 05.2003
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Interacted with customers by phone, email, or in-person to provide information.
- Filing and Data Entry in the Registration and the Accounts Departments.
Intern
Phillips, Phillips And Archibald Attorneys At-Law
St John's, Antigua And Barbuda
01.2003 - 03.2003
- Sorted and organized files, spreadsheets, and reports.
- Typed, summons, affidavits, rental agreements, contracts etc.
- Arranged files/documents for court days
- Served summons
- Arranged meeting times with Clients and their attorneys
- Professionally answering all calls coming in to the various Attorneys and liaising all messages clearly.
Education
No Degree - Hospitality Administration And Management
Florida Atlantic University
Florida06.2020
Associate of Arts - Accounting
Antigua State College
Golden Grove, St. John's, Antigua 06.2003
High School Diploma -
All Saints Secondary School
All Saints, St. Paul's, Antigua06.2001
No Degree -
Irene B. Williams Primary School
Swetes Village, St. Paul's, Antigua06.1998
Skills
- Training and mentoring
- Performance monitoring
- Team Leadership
- Team Supervision
- Schedule Management
- Complaint Management
- Schedule development
- Inventory Control
- Attention to Detail
- Decision-Making
- Time Management
- Customer Service
- Computer Skills
- Relationship Building
- New Hire Training
- MS Office
- Client Engagement
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Oral communication
- Issue Resolution
- Order Fulfillment
- Data Entry
- Management Support
- Strategy Development
- Customer interaction
- Work Planning and Prioritization
- Customer Engagement
- Customer service orientation
- Courteous and Professional
- Performance Improvement
- Event Coordination
- Record and File Management
- Computer competencies
- Multiple Priorities Management
- Flexible Schedule
- Administrative background
Accomplishments
- Achieved 2023 Platinum Employee of the Year through consistently providing outstanding service to all guests and commitment to always assisting teammates achieve their goals.
Languages
English
Native language
Spanish
Beginner
A1
Timeline
Senior Associate Butler
Sandals Grande Antigua Resort & Spa
08.2005 - Current
Quality Control Manager
Grand Pineapple Beach By Occidental
07.2003 - 08.2005
Sales Associate
Media Publishing Corporation
06.2003 - 07.2003
Intern
Medical Benefits Scheme
04.2003 - 05.2003
Intern
Phillips, Phillips And Archibald Attorneys At-Law
01.2003 - 03.2003
No Degree - Hospitality Administration And Management
Florida Atlantic University
Associate of Arts - Accounting
Antigua State College
High School Diploma -
All Saints Secondary School
No Degree -
Irene B. Williams Primary School