Ryerah Laing
Chub Cay, Berry Islands
Summary
Talented and energetic Guest Service Supervisor versed in solving a range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Proficient in managing back-end financial, accounts, and administrative functions.
Overview
11
11
years of professional experience
Work History
Guest Service Supervisor
Chub Cay Resort & Marina
09.2018 - Current
- Oversee and manage the daily operations of the front desk ensuring efficient service and compliance with organizational standards
- Developed and maintained a customer loyalty program that increased sales and revenues for the marina operations
- Recruited, trained and coached guest service agents and airport concierge agents
- Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions
- Preparing monthly management reports on customer feedback, bookings, and cancellations while reporting to the general manager
Guest Service Agent
Chub Cay Resort & Marina
03.2018 - 09.2018
- Organize, confirm and process guest check-ins/ check-outs and adapt for any changes
- Secure payment, verifying and adjusting billing as needed
- Run daily reports, reviewing to see what needs to be communicated to the next shift's staff
- Provide guests with both hotel and marina information, directions and amenities
- Complete cashier and closing reports, counting the bank at the end of each shift securely
Rooms Coordinator
Hilton at Resort World Bimini
09.2015 - 08.2016
- Responsible for all pre-registration, room blocks, and handling all special reservation requests for individuals and groups
- Prepares all VIP key packets and makes special arrangements as needed
- Set up proper billing accounts and process advance deposits
- Assist the front desk team as needed
- Reviewed housekeeping supply charts and inventories.
- Developed and implemented promotional strategies to increase occupancy.
Front Desk Agent
Hilton at Resorts World Bimini
03.2015 - 09.2015
- Maintain and update knowledge on all resort facilities, packages and special events within premises
- Prepare morning and evening reports for front office operations and perform data entry of all check in and check outs to and from the resort
- Ensure optimal level of security during check in and always evaluate the ID card of guests and ensure accuracy in billing at time of checkout
- Ensure guest satisfaction by following through on requests and other needs
Telemarketer Supervisor
Public Domain
02.2014 - 02.2015
- Review call center statistics to measure staff performance and the need for improvement
- Supervise staff members, provide quarterly coaching to telemarketers and prepare payroll
- Recruit, select and train new team members
- Establish performance incentive programs, metrics and measurements collaborating with various companies
- Deliver sales performance and high customer satisfaction scores
- Collaborated with marketing teams to develop and execute promotional strategies.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Manchester, New Hampshire01-2026
Associate of Science - Business Administration
Southern New Hampshire University
Manchester, New Hampshire11-2024
High School Diploma -
St. Georges High
Freeport, Grand Bahama06-2010
Skills
- Microsoft Office
- Highly responsible and reliable
- Customer Service Skills
- Project Management Skills
- Team management
- Strong leadership
- Accounts payable and receivable auditing
- RFID keycard administration
Timeline
Guest Service Supervisor
Chub Cay Resort & Marina
09.2018 - Current
Guest Service Agent
Chub Cay Resort & Marina
03.2018 - 09.2018
Rooms Coordinator
Hilton at Resort World Bimini
09.2015 - 08.2016
Front Desk Agent
Hilton at Resorts World Bimini
03.2015 - 09.2015
Telemarketer Supervisor
Public Domain
02.2014 - 02.2015
Bachelor of Science - Finance
Southern New Hampshire University
Associate of Science - Business Administration
Southern New Hampshire University
High School Diploma -
St. Georges High
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