Hi, I’m
Naquel M Rolle
Director of Front Office
New Providence,NP
Summary
To secure a position within a well-established organization where I am able to utilize and expand my skills with the opportunity for advancement while influencing individuals seeking knowledge in the hospitality field.
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
18
years of professional experience
Work History
The Coral Atlantis
Director of Front Office
04.2022 - Current
Job overview
- Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly.
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
Atlantis
Director of Uniformed Services
07.2022 - 04.2024
Job overview
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Paradise Island Bahamas, The Cove & Reef Atlantis
Asst. Director of Front Office
03.2013 - 07.2022
Job overview
- Responsible for the planning and execution of the daily operations of Front Office, Including Concierge and Uniformed Services. Managed a team of 95 team members from Hotel Managers to Valet Parkers
- Reports any issues that can have legal implications to Senior Management immediately.
- Manage and balance Cove & Reef inventory.
- Reviews and analyzes the Hotsos information while providing daily reports.
- Recognizes and identifies potential areas where existing policies and procedures change or where new ones need to be developed.
- Keeps Manager, Asst. Director and Director updated on any problems that affect the operation.
- Assist with training new hires within the department. Attends Atlantis University courses and all company sponsored training as required.
- Maintains accurate electronic logbook entries to document any hotel challenges, guest issues or concerns and action taken.
- Enforces departmental controls and measures.
- Takes responsibility for logging and resolving all guest concerns and request in a timely manner.
- Review Communication Center’s aging data from the previous shifts and follow up on all necessary requests or concerns.
- Responsible for processing, posting and correcting relevant charges, after assisting guest, to their account, according to company standards.
- Manages and runs the floor in the absence of direct manager for the shift.
- Attends meeting and training when requested to ensure current and relevant information is communicated
- Attends Group Pre-Con meetings ensure execution of group arrivals and departures meet group and company expectations
- ETC
Atlantis Paradise Island
Director of Resort Call Center
12.2011 - 03.2013
Job overview
- Responsible for the planning and execution of the daily operations of Resort Call Center. Resolved guest complaints and request ensuring guest satisfaction. Managed team of 32 team members in the call center and by extension, Housekeeping, Engineering and Food and Beverage team members.
- Reports any issues that can have legal implications to Senior Management immediately.
- Reviews and analyzes the Hotsos information while providing daily reports.
- Communicates analysis for improving efficiencies in writing and/or verbally, as requested.
- Recognizes and identifies potential areas where existing policies and procedures change or where new ones need to be developed.
- Keeps Manager, Asst. Director and Director updated on any problems that affect the operation.
- Assist with training new hires within the department.
- Attends Atlantis University courses and all company sponsored training as required.
- Strives to learn the job function of the position’s immediate supervisor as well as the peer positions with which one interacts.
- Maintains accurate electronic log book entries to document any hotel challenges, guest issues or concerns and action taken. Assists with departmental supplies inventories.
- Enforces departmental controls and measures.
- Handles all telephone calls using proper telephone standard.
- Takes responsibility for logging and resolving all guest concerns and request in a timely manner.
- Ensures that follow up is conducted in a timely and efficient manner while processing each guest request.
- Review Communication Center’s aging data from the previous shifts and follow up on all necessary requests or concerns.
- Responsible for processing, posting and correcting relevant charges, after assisting guest, to their account, according to company standards.
- Manages and runs the floor in the absence of direct manager for the shift. Coordinate room changes with Uniform Services and complete all changes in the system.
- Attends meeting and training when requested to ensure current and relevant information is communicated
Paradise Island Bahamas, The Cove & Reef Atlantis
Resort Call Center Manager
10.2009 - 03.2011
Job overview
- Responsible for the execution of the daily operations of Resort Call Center. Resolved guest complaints and request ensuring guest satisfaction. Managed team of 32 team members in the call center and by extension, Housekeeping, Engineering and Food and Beverage team members.
- Reports any issues that can have legal implications to Senior Management immediately.
- Reviews and analyzes the Hotsos information while providing daily reports. Communicates analysis for improving efficiencies in writing and/or verbally, as requested.
- Recognizes and identifies potential areas where existing policies and procedures change or where new ones need to be developed. Keeps Manager, Asst. Director and Director updated on any problems that affect the operation.
- Assist with training new hires within the department.
- Attends Atlantis University courses and all company sponsored training as required.
- Strives to learn the job function of the position’s immediate supervisor as well as the peer positions with which one interacts.
- Maintains accurate electronic log book entries to document any hotel challenges, guest issues or concerns and action taken. Assists with departmental supplies inventories.
- Enforces departmental controls and measures.
- Handles all telephone calls using proper telephone standard.
- Takes responsibility for logging and resolving all guest concerns and request in a timely manner.
- Ensures that follow up is conducted in a timely and efficient manner while processing each guest request.
- Review Communication Center’s aging data from the previous shifts and follow up on all necessary requests or concerns.
- Responsible for processing, posting and correcting relevant charges, after assisting guest, to their account, according to company standards.
- Manages and runs the floor in the absence of direct manager for the shift. Coordinate room changes with Uniform Services and complete all changes in the system.
- Attends meeting and training when requested to ensure current and relevant information is communicated
Kerzner International Paradise Island (Atlantis)
Hotel Manager
11.2007 - 10.2009
Job overview
- Responsible for the day to day management of Front Office, Including Concierge and Uniformed Services. Managed a team of 90 team members from Front Desk Coordinators to Valet Parkers
- Reports any issues that can have legal implications to Senior Management immediately.
- Manage and balance Cove & Reef inventory.
- Recognizes and identifies potential areas where existing policies and procedures change or where new ones need to be developed.
- Keeps Manager, Asst. Director and Director updated on any problems that affect the operation.
- Assist with training new hires within the department.
- Attends Atlantis University courses and all company sponsored training as required.
- Maintains accurate electronic logbook entries to document any hotel challenges, guest issues or concerns and action taken.
- Assists with departmental supplies inventories.
- Enforces departmental controls and measures.
- Handles all telephone calls using proper telephone standard.
- Takes responsibility for logging and resolving all guest concerns and request in a timely manner.
- Ensures that follow up is conducted in a timely and efficient manner while processing each guest request.
- Review Communication Center’s aging data from the previous shifts and follow up on all necessary requests or concerns.
- Responsible for processing, posting and correcting relevant charges, after assisting guest, to their account, according to company standards.
- Manages and runs the floor in the absence of direct manager for the shift. Coordinate room changes with Uniform Services and complete all changes in the system.
- Attends meeting and training when requested to ensure current and relevant information is communicated
- Attends Group Pre-Con meetings ensure execution of group arrivals and departures meet group and company expectations
The Coral & Beach Towers Atlantis
Guest Service agent, Rooms Coordinator, Hotel Assistant Manager
Job overview
- Provide support to Manager/Director of Front Office.
- Responsible for the coordination and rotation of room assignments.
- Responsible for monitoring the efficiency of the audit process.
- Daily preparation of Front office operations.
- Liaise with international travel agents to assist with special requests for arriving guests.
- Daily correspondence with hotel guests assisting with various requests and guest complaints.
- Handle office tasks such as correspondence, filing, and answering telephones.
- Assisted guests with all requests.
- Responsible for room amenity requests.
- Assisted guests with travel arrangements.
- Daily registration of hotel guests.
Education
Atlantis University
from Customer Service Training, Labour Relations, Understanding Measurements
12.2010
Atlantis University
from Mission Vision Training
01.2009
Atlantis University
from Management learning, Interviewing and Selection, Preparing to Lead, Mixing and Managing Four Generations in the Workplace.
01.2008
Atlantis University
from Management learning, Setting Clear Goals, Leader’s Imperatives, Powering Team Performance, Setting The Pace, Leading in Transitional Times, Time Management, Who moved My Cheese, Optimizing Results, The Power of Goal Setting, Acceleration Individual Performances, Managing Diversity
01.2007
Atlantis University
from Management learning, Conflict Resolution, Leading an Empowered Workforce, Brilliant Interpersonal Communications, Assessing Others and Accountability.
01.2006
Atlantis University
from Coaching Solutions, Effective Coaching
01.2005
S. C. Mcpherson Secondary School
High School Diploma
06.1990
Skills
- Systems : AS400,/401, LMS, HOTSOS (Hotel Service Optimization System), Espresso, Citrix, Unifocus
- Microsoft Office Suite
- Policy Development
- Schedule management
- Staff Training
- Performance Improvement
- Budget administration
- Hospitality services
- Account inquiries
- Guest check-in and check-out
References
References Available upon request
Timeline
Director of Uniformed Services
Atlantis
07.2022 - 04.2024
Director of Front Office
The Coral Atlantis
04.2022 - Current
Asst. Director of Front Office
Paradise Island Bahamas, The Cove & Reef Atlantis
03.2013 - 07.2022
Director of Resort Call Center
Atlantis Paradise Island
12.2011 - 03.2013
Resort Call Center Manager
Paradise Island Bahamas, The Cove & Reef Atlantis
10.2009 - 03.2011
Hotel Manager
Kerzner International Paradise Island (Atlantis)
11.2007 - 10.2009
Guest Service agent, Rooms Coordinator, Hotel Assistant Manager
The Coral & Beach Towers Atlantis
Atlantis University
from Mission Vision Training
Atlantis University
from Management learning, Interviewing and Selection, Preparing to Lead, Mixing and Managing Four Generations in the Workplace.
Atlantis University
from Management learning, Setting Clear Goals, Leader’s Imperatives, Powering Team Performance, Setting The Pace, Leading in Transitional Times, Time Management, Who moved My Cheese, Optimizing Results, The Power of Goal Setting, Acceleration Individual Performances, Managing Diversity
Atlantis University
from Management learning, Conflict Resolution, Leading an Empowered Workforce, Brilliant Interpersonal Communications, Assessing Others and Accountability.
Atlantis University
from Coaching Solutions, Effective Coaching
S. C. Mcpherson Secondary School
High School Diploma
Atlantis University
from Customer Service Training, Labour Relations, Understanding Measurements