Michelle S. Wilson
Nassau
Summary
Professional Summary Perceptive hotel management professional offering strong background in administrative, financial, and operations oversight. Passionate about guest relations and team success, with demonstrated success in boosting employee performance and bottom-line profitability. Big-picture thinker with calm, level-headed approach.
Overview
19
19
years of professional experience
Work History
Housekeeping Manager
Harbourside Resort At Atlantis
07.2022 - Current
- Maintained excellent relationship with housekeeping staff while merging lines of communication with front desk employees and management to achieve timely execution of cleaning duties.
- Trained and mentored staff to maximize quality of service and performance.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Evaluated employee performance and developed improvement plans.
Hotel Assistant Manager
Grand Hyatt Baha Mar
02.2019 - 03.2021
- Respond to Medallia Survey reviews and provide solutions for the complaints guests.
- Increased customer service ratings through personable interactions during check-in and out.
- Supervised front desk team members and helped resolve issues arising during shifts.
- Work closely with Security and Baha Mar Legal team to address any ongoing investigations on property.
- Address and rectify any guest complaints while staying in-house or departing to avoid negative reviews.
- Address all open Hotsos calls and promptly follow up with relative departments to close out each request.
- Assisting upcoming guests with restaurant reservations and activities.
- Ensuring special requests for arrival guests are noted on room reservations and emailed to Department Heads in advance.
Concierge Supervisor
Grand Hyatt Baha Mar
10.2017 - 01.2019
- Anticipate all guest's needs, and respond promptly and positively however busy and whatever time of day.
- Coached, supported, and developed Concierge team members about company goals of continuous growth and skill improvement.
- Maintained high level of professionalism and discretion when dealing with guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
Shift Manager
Comfort Suites Paradise Island
01.2016 - 10.2017
- Performed check-in and out at the Front Desk daily.
- Oversee operations during presence and absence of General Manager and Department Heads.
Admin Assistant to the Assistant General Manager
Comfort Suites Paradise Island
01.2015 - 01.2016
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Providing schedules and completing payroll for the Food and Beverage Department.
- Setup meetings for my Assistant General Manager and taken minutes to ensure all task is executed promptly.
VIP Concierge
Beach and Coral Towers at Atlantis
03.2013 - 11.2014
- Inspect all VIP rooms before arrival guests and ensure all amenities are prepared for their stay at the resort.
- Performing check-in and check-out daily, while creating connections with arrival and departure guests.
Vacation Services Manager, Marketing Department
Harbourside Resort At Atlantis
04.2004 - 01.2013
- Providing critical knowledge about Vacation Ownership Program.
- Enhanced profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.
Education
BBA - Accountant
Southern College
Soldier Road06.2026
Certificate in Spanish Level 1&2 - Spanish
UWI
Soldier Road06.2017
Certified Graphic Design in Adobe Software -
Synergy Training College
Shirley Street12.2015
High School Diploma -
C. I. Gibson Secondary School
Marathon Road06.1998
Skills
- Hotel management
- Concierge Services
- Analytical thinker and Detail Oriented
- Staff Training and Development
- Employee scheduling
- Conflict Resolution
- Payroll Administration
- Multitasking
- Organization and Time Management
- Graphic Designer
- Proficient in Microsoft Word, Excel,Outlook,PowerPoint, Publisher & Adobe Software,
- LMS, Opera, Colleague Advantage and HOTSOS
Accomplishments
J.D Power Guest Service Awards { July -2013} J.D.Power Guest Service Award {August – 2014}. Above and Beyond Third Quarter Award {October - 2015}. Above and Beyond Fourth Quarter Award {December – 2015}. Above and Beyond Choice Award {December 2015}. Above and Beyond Manager Choice Award {December 2016}. Nominated for Employee Quarterly Award {Third Q 2018 & First Q 2019}.
Timeline
Housekeeping Manager
Harbourside Resort At Atlantis
07.2022 - Current
Hotel Assistant Manager
Grand Hyatt Baha Mar
02.2019 - 03.2021
Concierge Supervisor
Grand Hyatt Baha Mar
10.2017 - 01.2019
Shift Manager
Comfort Suites Paradise Island
01.2016 - 10.2017
Admin Assistant to the Assistant General Manager
Comfort Suites Paradise Island
01.2015 - 01.2016
VIP Concierge
Beach and Coral Towers at Atlantis
03.2013 - 11.2014
Vacation Services Manager, Marketing Department
Harbourside Resort At Atlantis
04.2004 - 01.2013
BBA - Accountant
Southern College
Certificate in Spanish Level 1&2 - Spanish
UWI
Certified Graphic Design in Adobe Software -
Synergy Training College
High School Diploma -
C. I. Gibson Secondary School
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