Ashley Armbrister
Nassau,NP
Summary
Ambitious VIP Service manager with solid history of success in the hotel operations. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Offering 15 years of related experience and pursuing new professional challenges with room for advancement at any company.
Overview
14
14
years of professional experience
1
1
Certification
Work History
VIP Manager/ Leisure Service Manager
Atlantis
Nassau
01.2022 - Current
- Coached staff on strategies to enhance performance and improve customer relations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Responsible for administration of multiple tasks at one time
- Review Financial Statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and process improvement
- Implement and drive organization goals, policies and procedures
- Review V.I.P. guests' list on a daily basis and determine which guests are to be personally greeted
- Greet selective V.I.P. guests on arrival at airport and accompany to hotel based on level of guests' profiles
- Review daily V.I.P. arrivals listing with V.I.P. Services' Manager and Casino Rooms Manager to ensure room type allocation based on category booked
- Attend pre-con meetings with regards to planned group's visit. Also, obtain name of Group Corporate Executives and other Vice President’s and inspect rooms, accordingly
- Maintain high presence in V.I.P. Lounge, gourmet restaurant and other guest related areas to greet and assess V.I.P. guests' need
- Maintain current data profile of repeat V.I.P. guest in order to ensure that personal preference, i.e. room type, special cuisine, selective wine, brand of cigar, etc. are provided
- Respond with urgency to guest and employees needs and if necessary, solicit the support of a Senior Department Head, VP or Senior VP of Operations
- Drive improvement initiatives within your business
- Build and maintain excellent relationships with all related departments to run your operation and satisfy guest needs
- Led training initiatives to improve employee performance and bottom-line business results.
- Monitored customer feedback and satisfaction levels relating to leisure services.
Assistant Call Center Manager
Resort Call Center, Atlantis – Paradise
Nassau
01.2012 - 01.2022
- The Resort Call Center receives, logs, follows through efficiently on all guest’s requests.
- The PBX department holds the responsibility of professionally accepting and connecting internal and external telephone calls for the Atlantis property, as well as placing over-seas telephone calls and manning the emergency process. This enabled me to increase my communication skills by effectively listening and communicating to both my team members and guest.
- Developed a team spirit between other departments, such as Engineering, Guest services, Front office, and housekeeping with RCC.
- Fully knowledgeable with the HOTSOS Software system:. Logging, dispatching, following up on calls with Engineering and other departments.
- Intensely check and update system to standard.
- Print all relevant reports required by Executive Team.
- Produce and implement SOPs for a smooth flow of process in the department regarding guest’s satisfaction.
- Trained and developed on the department’s SOPs and process improvement.
- Following up with guest and making sure that their stay goes to standard.
- Manages the day-to-day operation of the call center department.
- Updates company’s telephone advertisement in Batelco Directory annually.
- Monitors agent’s work productivity and provides the necessary Coaching/counseling and/or training for improvement if necessary.
- Oversees and manages hotel telephone revenue using JAZZ computer software .
- Customer Service trainer for the V.A.T (Value Added Tax) call center .
- BHTA Speaker: The BHTA is a junior hotelier program that provides an opportunity to speak to children in grades 4-6 on the importance of tourism and why it’s beneficial to the Bahamas.
- Mentor Speaker at Palmdale Primary : Speaking with the kids and offering support, encouragement with fun to better them in school and help them with having a higher self-esteem.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Trained newly hired top talent to fill key positions and maximize productivity.
Education
Associate of Arts -
Bahamas Baptist Community College
Nassau Bahamas Certification - Perfecting The Art of Customer Service
Synergy Bahamas
NassauSkills
- Product and service knowledge
- Customer rapport
- Brand management
- Conflict resolution
- Supervision & leadership
- Staff development
- Staff training and development
- Customer relations
- Cross-functional team management
- Schedule management
- Employee motivation
Personal Information
I assure you that any tasks assigned to me would be executed in a professional and efficient manner to meet deadlines. Therefore, I would greatly appreciate an interview with you to further discuss how my skills and talents can be utilized in achieving your department’s goals.
References
References: Available Upon Request
Interests
Technology, Reading, meeting new people and making a guest experience "WOW" .
Certification
Crystal Award Divisional Nominee 2009, Crystal Award Divisional Nominee 2010, Crystal Award Divisional Nominee / Winner 2011/ Most Effective Manger 2015/2016/2019 ,Most Helpful Manager Mid-Year 2017/2019 and Amethyst Award Nominee 2024
Timeline
VIP Manager/ Leisure Service Manager
Atlantis
01.2022 - Current
Assistant Call Center Manager
Resort Call Center, Atlantis – Paradise
01.2012 - 01.2022
Associate of Arts -
Bahamas Baptist Community College
Certification - Perfecting The Art of Customer Service
Synergy Bahamas