Terrance Kelly
Nassau,Bahamas
Summary
Concierge Manager with extensive experience at One & Only Ocean Club, recognized for excellence in guest relations and operational efficiency. Expertise in vendor management and team development leads to consistently high service standards and improved staff performance. Proficient in trip planning and conflict resolution, ensuring unforgettable experiences for VIP guests.
Overview
26
26
years of professional experience
Work History
Concierge Manager
Albany
Nassau, Bahamas
01.2018 - 05.2025
- Implement operation procedures
- Facilitate monthly management meetings
- Monitor and develop staff performance
- Address guest inquiries and utilize problem solving skills to ensure guest satisfaction
- Personally greet and assist resort VIP guests and homeowners
- Prepare and monitor work schedules, payroll, requisitions, end of shift and purchase reports.
- Conduct staff performance appraisals
- Hire and conduct orientation of new employees
- Directly liaise with penthouse owners and monitor upkeep units
- Directly provide personal assistant service to Homeowners: Building Full Trip Itineraries
- Arrange airport transportation for VIP guests
- Arrange airport expedited services for VIP arrival and departure homeowners
- Directly communicate with transportation vendors on flight updates, itinerary changes
- Vehicle inspection, licensing, insurance of homeowner’s vehicles/golf carts
- Provision the penthouse/villa units before owner or guest arrival.
- Maintain records of guest reactions, special requests and services provided
- Establish and maintain relationships with local service providers and vendors
Assistant Manager Guest Relations
One & Only Ocean Club
Paradise Island, Bahamas
01.2008 - 01.2018
- Create and implement operation procedures
- Manage vendor relationship with transportation providers
- Conduct training sessions with subordinates
- Facilitate monthly management meetings
- Monitor and develop staff performance
- Conduct performance appraisals for subordinates
- Ensure consistent service delivery to all clients and all stakeholders.
- Prepare and monitor work schedules, Profit & Loss, payroll, requisitions, manifests, end-of-shift, and purchase reports
- Hire and conduct orientation of new employees.
- Personally greet all VIP guests upon arrival and departure.
- Identify and develop a talent pool to support future business growth.
- Laisse with all stakeholders including chauffeurs, Front Desk staff, concierges and subordinates to ensure an exceptional customer experience delivery.
- Inspect vehicles prior to guest transfers.
Hotel Butler
One & Only Ocean Club
Paradise Island, Bahamas
01.2005 - 01.2008
- Deliver personalized, detailed and seamless service that exceeds the expectations of every guest.
- Laisse with relevant stakeholders to ensure guest expectations are met and exceeded.
- Demonstrate the impeccable standards of the One & Only Ocean Club brand by anticipating guests’ needs and managing expectations.
- Ensure consistency of service delivery to both internal & external customers
- Prepare and monitor work schedules, payroll, requisitions, and purchase requests
Front Door Bellman
One & Only Ocean Club
Paradise Island, Bahamas
01.2001 - 01.2005
- Work closely with front desk staff, management and other departments in providing guest services relating to luggage, transportation and other miscellaneous needs
- Ensure all guest concerns are acknowledged and addressed within hotel standards.
- Have a thorough knowledge of local attractions, events and activities.
Royal Towers Houseman
Atlantis
Paradise Island, Bahamas
01.1999 - 01.2001
- Assist with maintaining clean guest rooms
- Replenish supplies in guest rooms
- Change bed linens and empty trash as required
- Assist with general upkeep of rooms along with reporting any discrepancies during room inspections.
Education
High School Diploma -
R.M. Bailey Senior High School
Nassau, Bahamas01.1994
Skills
- Front desk and restaurant management training
- Windows operating systems
- MS Office Suite proficiency
- Kronos and PIDAS systems
- Guest relations and customer management
- Staff performance monitoring
- Vendor management strategies
- Trip planning and scheduling
- Operational procedures development
- Team building and collaboration
- Client engagement
- Training development
- Conflict resolution
- Effective communication
- Attention to detail
- Local area expertise
- Property management
- Strong leadership
- Tourism industry insight
- Luxury service standards
- Concierge services
- Transportation coordination
- Plan events
Hobbies and Interests
Personal Training / Fitness
References
Furnished upon request
Qualifications Courses Completed
- Managing Diversity
- Coaching for Performance
- Setting Clear Goals
- Process Improvement
- Labor Relations
- Setting the Pace
- Conducting Performance Appraisal
- Leading In Transitional Times
- Optimizing Results
- Leading a Service Culture
- Accelerating Individual Potential
- Dynamic Presentation Skills
- Accessing Others & Accountability
- Financials for Non-financial Managers
- Powering Team Performance
- CPR & AED Training
- Crowd Management Training
- Conflict Resolution
- Effective Communication
- Spanish (Beginners Course – C.O.B.)
- H.R. Skills for Managers
- Time Management
Timeline
Concierge Manager
Albany
01.2018 - 05.2025
Assistant Manager Guest Relations
One & Only Ocean Club
01.2008 - 01.2018
Hotel Butler
One & Only Ocean Club
01.2005 - 01.2008
Front Door Bellman
One & Only Ocean Club
01.2001 - 01.2005
Royal Towers Houseman
Atlantis
01.1999 - 01.2001
High School Diploma -
R.M. Bailey Senior High School