Vanessa-K Smith
Nassau,NP
Summary
Dynamic professional with a proven track record at Atlantis Reef, excelling in customer service and team building. Recognized as Employee of the Year, I leverage effective communication and conflict resolution skills to enhance guest satisfaction and operational efficiency. Committed to fostering a collaborative environment while driving performance and achieving high NPS scores.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Cove Co-Ordinator Front Desk
Atlantis Reef / Cove
Nassau Bahamas , NP
2022.05 - Current
- Proficient Front desk co-ordinator having worked both Cove and Reef Front desk adapting to the different tower dynamics, environments and policies.
- Earned most productive agent for the Reef, numerous times from 2022 to current.
- Many positive Revinate and Trip Advisor Reviews due to guest satisfaction, positively contributing to the high NPS scores for the Reef tower and return guests
- Facilitated communication between different departments in order to resolve issues quickly.
- Resolved customer complaints in a timely manner while upholding company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company policies and LMS systems regarding booking and billing.
- Guided employees in handling difficult or complex problems to maintain guest satisfaction and employee morale.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Maintains Reef Lobby Cleanliness and upkeep.
- Personally awarded team members annually to promote employee productivity and acknowledging teamwork and individual effort.
Rooms Coordinator
Grand Hyatt Bahamar
Nassau Bahamas , Np
2017.10 - 2018.11
- Coordinated room assignments to optimize guest satisfaction and operational efficiency while reviewing all bookings in the Opera operating system.
- Provided customer service regarding inquiries about accommodations, reservations, and other related services.
- Resolved guest complaints in a timely manner and took corrective action when necessary, to maintain high service levels.
- Verified the accuracy of billing invoices for guest satisfaction.
- Processed credit card transactions accurately and securely in accordance with PCI compliance regulations for guest reservations prior to arrival.
- Monitored room availability and kept accurate records.
- Collaborated closely with team members to provide exceptional customer service experiences, resulting in promotion to Rooms Control Clerk.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Conducted all Check in agent duties.
- Passed mystery shop with Forbes insider agent and was highlighted in the workshop presented by same agent in 2018.
- Processed all bookings for casino reservations and applied comps to casino players accounts as requested by Casino Sky Warriors Dept.
- Handled guest concerns/ guest relations concerns between front desk and rooms control as the only evening agent.
- Clear all bookings stuck in the Passkey Reservation system.
Human Resource Liaison - Onboarding Department
The Academy at Baha Mar - HR Department
Nassau Bahamas , Np
2017.05 - 2017.09
- Greeted prospective associates, collected and audited documents to complete files for scanning in a timely fashion.
- Scanned and uploaded associates' documents as e-files to company software to ensure that every associate's e-file is accurate for future uploads done by other departments.
- Contacted potential associates for valid documentation updates for file maintenance.
- Took photographs for company issued identification badges for new employees.
Preschool Teacher
Workers Academy & Child Care Center
Nassau Bahamas , NP
2006.08 - 2016.06
- Developed engaging lesson plans for diverse preschool age groups.
- Fostered a safe and inclusive learning environment for all children.
- Implemented creative activities to enhance children's cognitive skills.
- Developmental training of toddler's social and emotional awareness through play, exploration and materials manipulation in guidelines with the educational standards set to ensure that the students can proceed to the next grade level in education.
- Promoted from caregiver to teacher within 2 years of work experience and further schooling to completion of college.
- Developed lesson plans that incorporated creative teaching techniques.
- Lead the coordination of school productions and events for better performance and student enrollment.
- I traveled with the school to workshops for skills in self-betterment and classroom performance.
- Awarded for excellent service and cleanliness.
Education
Class B - Boat Captain License - Maritime Studies
Ship Mate Maritime Academy
Nassau Bahamas , Np 2023.10 - 2026.04
Hospitality Management
Baha Mar Hospitality Academy
2017.05 - 2017.09
Early Childhood Care and Education
Pensacola Christian College
2013.09 - 2014.06
Early Childhood Education
Bahamas Baptist College
2009.09 - 2010.06
• Bahamas Maritime Cadet Corp/Royal Bahamas Defense Force
2005.09 - 2006.06
Skills
- Excellent Customer service
- Team building
- Conflict resolution
- Effective and clear communication
- Attention to detail
- Staff supervision
References
References available upon request.
Timeline
Class B - Boat Captain License - Maritime Studies
Ship Mate Maritime Academy
2023.10 - 2026.04
Cove Co-Ordinator Front Desk
Atlantis Reef / Cove
2022.05 - Current
Rooms Coordinator
Grand Hyatt Bahamar
2017.10 - 2018.11
Human Resource Liaison - Onboarding Department
The Academy at Baha Mar - HR Department
2017.05 - 2017.09
Hospitality Management
Baha Mar Hospitality Academy
2017.05 - 2017.09
Early Childhood Care and Education
Pensacola Christian College
2013.09 - 2014.06
Early Childhood Education
Bahamas Baptist College
2009.09 - 2010.06
Preschool Teacher
Workers Academy & Child Care Center
2006.08 - 2016.06
• Bahamas Maritime Cadet Corp/Royal Bahamas Defense Force
2005.09 - 2006.06