Ebony Thompson
Nassau,Bahamas
Summary
Highly organized Concierge with a background in providing top-notch customer service in luxury environments. Service- orientated professional with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
VIP Services Concierge
Atlantis Resort
Nassau, Bahamas
08.2019 - Current
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately
- Processed payments for services rendered using cash register systems or POS terminals when necessary
- Ensured compliance with safety regulations within the workplace by following established guidelines
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions
- Trained new staff members on proper policies and procedures related to customer service delivery
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment
- Maintained guest privacy and building reputation by keeping information confidential
- Answered guest questions regarding local area, facilities and amenities
- Arranged special accommodations for guests to enhance visitor experiences
- Maintained confidentiality of guest information and transactions
- Prepared daily reports on guest requests and concierge activities
- Handled guest inquiries and resolved issues promptly to ensure satisfaction
- Trained new concierge staff on best practices and hotel policies
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
- Built and maintained productive relationships with employees
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty
- Took reservations from patrons by phone or online
- Maintained client accounts by obtaining, recording and updating personal and financial information
District Supervisor
A Sure Win
Nassau, Bahamas
03.2013 - 07.2019
- Developed and implemented district-wide training programs for supervisors
- Monitored daily operations of assigned district locations to ensure compliance with company policies and procedures
- Conducted periodic reviews of store staff to evaluate their ability to meet customer service standards
- Performed audits on all stores in the district to ensure proper inventory control systems were in place
- Investigated customer complaints regarding product quality or customer service issues within the district
- Coordinated promotional activities throughout the district, including advertising campaigns and special events
- Trained new store managers on operational procedures specific to their location
- Resolved conflicts between employees or customers at any store location within the district
- Represented the company at various community events throughout the year
- Delegated work to staff, setting priorities and goals
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Directed and supervised staff performance
- Identified appropriate solutions to minimize issues and quickly solve problems
- Recruited and trained new employees to meet job requirements
Waitress & Cashier
Harbour Lounge
Harbour Island, Bahamas
10.2006 - 08.2011
- Greeted customers and provided menus
- Assisted in seating guests at tables
- Took orders for food and drinks and delivered them to guests
- Answered questions about menu items, ingredients, and pricing
- Communicated daily specials to customers
- Checked back with customers throughout meal service to ensure satisfaction
- Replenished beverages when necessary
- Prepared checks accurately and processed payments promptly
- Provided excellent customer service by addressing any complaints or concerns promptly
Front Desk Agent
Sugar Apple Bed & Breakfast
Harbour Island, Bahamas
01.2009 - 12.2010
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Addressed customer needs in a timely manner.
- Provided information about hotel amenities, services, and local attractions.
- Provided excellent customer service while upholding company policies.
- Input and confirmed reservations for guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Verified customer credit to establish payment method for accommodations.
Cashier
Clip & Curl
Harbour Island, Bahamas
12.2008 - 01.2009
- Greeted customers and answered any questions they had about the store's products and services
- Operated cash register efficiently and accurately, processed payments by cash and cheque
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change
- Issued receipts, refunds, credits or change due to customers
- Stocked shelves with merchandise when needed
- Assisted customers over the phone regarding store operations and product information
- Answered incoming calls and directed them to the appropriate personnel
- Processed credit card, cash, and other forms of payment for guests and provided them with receipts and change
- Maintained accurate records of all guests' stays and charges
- Provided information regarding hotel amenities, services, and local attractions
- Updated computer system with current guest information
- Verified identification for security purposes prior to issuing room keys
- Performed end-of-day closing duties, such as balancing the cash drawer and preparing deposits for night deposits at the bank
- Coordinated special requests from guests such as arranging transportation services or providing extra towels and linens
- Provided directions to nearby restaurants or other establishments as requested by guests
Education
Nursing Practice -
Bahamas Baptist College
Nassau, Bahamas01-2013
Certificate-Personal Support Worker -
Humber College
Ontario, Canada01-2008
High School Diploma -
Harbour Island All Age School
Harbour Island, Eleuthera01-2005
Skills
- Hospitality service expertise
- Exceptional communication
- Excellent Multitasking
- Guest Services
- Reservations Management
- Effective problem solving
- Team Supervision
- Telephone Etiquette
- Guest Relations
- Outstanding customer service
- Strong interpersonal skills
- Strong Work Ethic
- Customer Service
Accomplishments
- Honor Roll Student
- Academic Award
- Sports Award
- School Citizenship Award
- Most Outstanding Student Award
- Most Outstanding Job Training Award
- Most Improved Award
- Typing and Accounts Award
- Principal's Award
- Head Girl Award
- Student of the Year Award
- Salutatorian Award
- Employee of The Quarter 09/01/24
- Customer Service
References
References available upon request.
Timeline
VIP Services Concierge
Atlantis Resort
08.2019 - Current
District Supervisor
A Sure Win
03.2013 - 07.2019
Front Desk Agent
Sugar Apple Bed & Breakfast
01.2009 - 12.2010
Cashier
Clip & Curl
12.2008 - 01.2009
Waitress & Cashier
Harbour Lounge
10.2006 - 08.2011
Nursing Practice -
Bahamas Baptist College
Certificate-Personal Support Worker -
Humber College
High School Diploma -
Harbour Island All Age School
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