Pamela Adam
Freeport,Grand Bahama
Summary
Talented Partner with over 20 years of hotel and tourism industry experience and over 10 years in real estate industry experience and Highly skilled at handling all types of issues successfully. Known for effective problem-solving and goal-oriented planning. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated to hotel and real estate professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
3
3
Languages
Work History
Business Partner
Cala Pi Homes Mallorca
Palma De Mallorca - Spain
10.2016 - 12.2022
- Cala Pi Homes is a regional Home developer in Mallorca in Cooperation with Hole in One Golf Homes and FINANZKONTOR SL
- Solid Companies with more than 25 years of experience in Building Homes in Mallorca.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Skilled at working independently and collaboratively in a team environment.
- Maintained internal control safeguards for receipt of revenue, costs and organizational budgets and actual expenditures
- Oversaw firm's day-to-day administrative operations, provided guidance to support staff and enforced compliance with state, federal, and local regulations across organization.
Chief Executive Officer
Hole In One Golf Homes SL
Palma De Mallorca - Spain
01.2012 - 12.2022
- Expert in Holiday Homes in the Balearic & Caribbean
- Responsible for online Marketing, Social Media, SEO
- Responsible for Sales
- Real Estate
- Real Estate Developments and opportunities in Mallorca and the Caribbean
- Since 2016 we are Business Partner from Cala Pi Homes a regional home developer.
Asst. Front Office Manager-Castillo Hotel Son Vida
Starwood Hotels & Resorts Worldwide, Inc. -
Palma De Mallorca
01.2010 - 03.2015
- Responsible to assist Front Office Manager and cover him during his absence
- Leading and managing all sections of the Front Office Department in order to ensure the highest standards and to provide the highest satisfaction and experiences in guests
- Monitoring Front Office employees to make sure all guests receive prompt and personal recognition
- Take care of the front desk operations on a daily basis including: check-in, check-out, room assignment, checking special requests, group invoices, among others
- Manage conflict situations and making decisions
- Excellent relation with the rest of the departments at the hotel
- Coordinate group check-in and check-out process
- Responsible for the Department schedules
- Responsible to analyze the Guest Satisfaction Index (analysis of the questionnaires sent to clients after their stay in the hotel) which lead to be always in contact with all the heads of department in order to make improvements where needed by implementing new systems of work which were in accordance to the operative
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Monitored customer service trends and provided insights to management team for further improvement.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- I was part of the program Train the trainer, giving me the privilege to train the employees mostly focused in the Service Culture of the brand.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Drafted employee work schedules to fill coverage gaps.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Coached employees through day-to-day work and complex problems.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
Front Office Manager
Eden Roc at Cap Cana
Punta Cana - Dominican Republic
12.2011 - 05.2012
- Opening project at the Boutique Hotel Eden Roc, located in the resort Cap Cana (in Punta Cana), Dominican Republic
- During the project my responsibilities were:
- Worked together with the IT department we programmed the operative system of Opera for the hotel, according to the needs of the different departments
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Trained accounting department on how to use the system in detailed
- Participate in the selection of front office personnel
- Managing and training the front office department including receptionist, night auditor, bell boys and concierge, introducing the system of Opera, cross training with other departments, establishing standards, check lists what to do in each shift, problem resolution, briefing between shifts
- Development of all colleagues of the Front Office Operation, by delegating tasks, empowerment, monitoring and assessing performance
- Identify training needs in all areas
- Analyze business practices and identify opportunities for improvements
- Monitoring cashiering procedures and any related challenges in coordination with the Finance Department
- Ensuring the front desk provides a professional and friendly service for guests
- Resolve guests problems quickly, efficiently and courteously
- Scheduling staff rotation
- Maintain working relationships and communication with other departments
- Works within the allocated budget for Front Office
- Receives information from previous shift and passes on pertinent details to the other shift
- Conducted regularly scheduled meetings within the department - Monitor high balance guest and take appropriate action
- Prepare revenue and occupancy forecasting
- Welcoming VIP guests and monitoring their needs during their stay
- Check on a daily basis arrival and departures, special requests
- Review daily front office work and activity reports generated by Night Audit.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Proved successful working within tight deadlines and a fast-paced environment.
Guest Relations
Starwood Hotels & Resorts Worldwide, Inc.
Palma De Mallorca - Spain
06.2007 - 03.2010
- Focus on customer service and building partnerships with other departments to ensure that guests needs are attended promptly and ensure that these requests go above and beyond the service exceeding guests expectations ensuring a memorable, genuine and unforgettable experience
- Supervise Front Desk operations and ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner
- To respond to situations and activities at the Front Desk and Lobby
- To be the main point of contact for the guests upon arrival until departure and handle their queries thorough their stay
- To be the point of contact in case of a problem and provide the solution according to the situation by contacting and involving the head of department of the claim
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Analyze customer feedback and provide strategic direction
- Continuously improve overall rating
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests´requirements and inquiries
- Actively listen and resolve guests´complaints
- Oversee and coordinate all arrival and departures of special guests (VIPs, Starwood Preferred Guests, etc)
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Direct, coach and manage guest relations team to ensure all standards and operating procedures
- Examine activities logbook, assign tasks appropriately and implement daily control
- Give warm welcome to guests on arrival
- Attend daily briefing and relevant departmental and interdepartmental meetings
- Provide feedbacks to head of departments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Cultivated interpersonal skills by building positive relationships with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills through working on group projects.
Sales Department
Condor Flugdienst GmbH
Palma De Mallorca - Spain
05.2005 - 06.2007
- Advising Spanish travel agencies and companies
- Normal and special flight reservations, refunds, cancellations, etc
- Issuing tickets, payment of refunds
- Administrative tasks and sales liquidations
- Prepaid ticket deposits
- Excess baggage handling and statistics
- Controlling documentation flows
- Frequent duties in Spain for other departments
- Training of new personnel
- Special projects as assigned.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Front Desk and Guest Relations
LTI Costa Caribe Beach
Isla De Margarita - Venezuela
05.2004 - 02.2005
- Focus on customer service and building partnerships with other departments to ensure that guests needs are attended promptly and ensure that these requests go above and beyond the service exceeding guests expectations ensuring a memorable, genuine and unforgettable experience
- Supervise the Front Desk operations and ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner
- To respond to situations and activities at the Front Desk and Lobby
- To be the main point of contact for the guests upon arrival until departure and handle their queries thorough their stay
- To be the point of contact in case of a problem and provide the solution according to the situation by contacting and involving the head of department of the claim
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Analyze customer feedback and provide strategic direction
- Continuously improve overall rating
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests´requirements and inquiries
- Actively listen and resolve guests´complaints
- Oversee and coordinate all arrival and departures of special guests (VIPs, Starwood Preferred Guests, etc)
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Direct, coach and manage guest relations team to ensure all standards and operating procedures
- Examine activities logbook, assign tasks appropriately and implement daily control
- Give warm welcome to guests on arrival
- Attend daily briefing and relevant departmental and interdepartmental meetings
- Provide feedbacks to head of departments.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Coordinated with other departments to address any guest needs or special requests during their stay.
- Collaborated with housekeeping staff to ensure timely room turnovers and optimal guest experiences.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Resolved guest concerns with empathy and professionalism, resulting in positive feedback from clients.
GSO Sales Department - Venezuela
InterContinental Hotels Group
Caracas - Venezuela
07.2003 - 02.2004
- Oversee sales operations for companies that do business internationally
- Generate sales leads, build and maintain client relationships
- Make presentations of the company and all the hotels around the world
- Meet with companies within Venezuela to close contract with hotel corporate rates within Venezuela and around the world
- Write sales proposals and be the main point of contact for customers in Venezuela
- Daily report of the visits to the companies and closed deals
- Follow up with potential clients.
Trainee in Sales and Marketing Department
InterContinental Hotels Group Hotel Tamanaco
Caracas - Venezuela
02.2003 - 04.2003
Education
MBA - MBA for Service Enterprises specialized in Marketing
Universitat De Les Illes Balears
Palma De Mallorca - Islas Baleares Spain01.2006
Bachelor's Degree - Tourism and Travel Services Management
Universidad Nueva Esparta
Caracas - Venezuela01.2004
English as a second Language - English Language Institute
University of Florida
Gainesville - Florida - USA01.1998
Bachelor of Science (B.S.) -
Instituto Educacional Henry Clay
Caracas - Venezuela01.1997
Skills
- Leadership & Team Building
- Customer Relations and Customer Service Management
- Business, Administrative & Operations Management
- Teamwork and Collaboration
- Goal Setting
- Decision-Making
- Process Improvements
- Employee Scheduling
- Marketing Strategies
- Customer Relationship Building
- Staff Development
- Desktops, Laptops, and Mobile Devices
Websites
Languages
English
Spanish
German
Catalán
Personal Information
Title: Real Estate, Hotel and Tourism expert
I am a Venezuelan-German who is passionate about the Hotel & Tourism business, as well as, The Real Estate Business
Nationality
Venezuelan - German
Living in The Bahamas
Timeline
Business Partner
Cala Pi Homes Mallorca
10.2016 - 12.2022
Chief Executive Officer
Hole In One Golf Homes SL
01.2012 - 12.2022
Front Office Manager
Eden Roc at Cap Cana
12.2011 - 05.2012
Asst. Front Office Manager-Castillo Hotel Son Vida
Starwood Hotels & Resorts Worldwide, Inc. -
01.2010 - 03.2015
Guest Relations
Starwood Hotels & Resorts Worldwide, Inc.
06.2007 - 03.2010
Sales Department
Condor Flugdienst GmbH
05.2005 - 06.2007
Front Desk and Guest Relations
LTI Costa Caribe Beach
05.2004 - 02.2005
GSO Sales Department - Venezuela
InterContinental Hotels Group
07.2003 - 02.2004
Trainee in Sales and Marketing Department
InterContinental Hotels Group Hotel Tamanaco
02.2003 - 04.2003
MBA - MBA for Service Enterprises specialized in Marketing
Universitat De Les Illes Balears
Bachelor's Degree - Tourism and Travel Services Management
Universidad Nueva Esparta
English as a second Language - English Language Institute
University of Florida
Bachelor of Science (B.S.) -
Instituto Educacional Henry Clay