Strategic Planning: Developing and executing operational strategies to enhance guest satisfaction and drive revenue growth. Team Leadership: Leading and motivating teams to deliver exceptional service and exceed performance targets. Quality Assurance: Implementing rigorous quality control measures to ensure consistently high standards in service delivery. Budget Management: Managing budgets effectively to maximize profitability while maintaining quality standards. Guest Relations: Cultivating strong guest relationships through personalized attention and proactive problem-solving. Process Improvement: Identifying opportunities for streamlining operations and implementing innovative solutions for enhanced efficiency. Training and Development: Providing comprehensive training programs to empower staff with the skills and knowledge necessary for success.

Skills

Communication Skills: Clear and effective communication with team members, guests, and stakeholders. Leadership Skills: Ability to inspire and lead teams to achieve organizational goals. Problem-Solving: Proven track record of identifying and resolving operational challenges. Customer Service Excellence: Dedication to providing exceptional service and exceeding guest expectations. Time Management: Efficiently managing time and resources to optimize productivity. Adaptability: Flexibility to adapt to changing priorities and environments. Financial Acumen: Understanding of financial principles and proficiency in budget management. Attention to Detail: Meticulous attention to detail to ensure quality and consistency. Team Building: Fostering a positive and collaborative team environment to drive success. Technology Proficiency: Familiarity with relevant hotel management software and technology tools. Analytical Skills: Ability to analyze data and trends to inform decision-making and strategy. Crisis Management: Effectively handling unexpected situations and maintaining composure under pressure. Negotiation Skills: Experience in negotiating contracts and vendor agreements. Multitasking: Managing multiple tasks and responsibilities simultaneously without compromising quality. Hospitality Industry Knowledge: Understanding of industry trends, regulations, and best practices.

Areas of Expertise

Operations Management: Overseeing day-to-day hotel operations and ensuring seamless functionality across departments. Guest Experience Enhancement: Implementing strategies to elevate guest satisfaction and loyalty through personalized service and attention to detail. Revenue Optimization: Maximizing revenue opportunities through effective pricing strategies, revenue management techniques, and upselling initiatives. Staff Training and Development: Designing and delivering comprehensive training programs to enhance employee skills, performance, and job satisfaction. Quality Assurance and Standards Compliance: Establishing and enforcing quality standards to maintain consistency and meet brand and regulatory requirements. Inventory and Supply Chain Management: Managing inventory levels, procurement processes, and supplier relationships to optimize cost-efficiency and minimize waste. Property Maintenance and Facilities Management: Overseeing property maintenance, repairs, and renovations to uphold safety, cleanliness, and aesthetic appeal

Brand Experience

Brand Affiliations include : Sandals Resorts International: Over 20 properties in the Caribbean including the Beaches brand which is a family resort and the Sandals brand which is a couples only resort. S Hotel Jamaica: 2 Luxury Boutique Hotels located in the capital Kingston, as well as in the tourist capital Montego Bay.

Software Experience

Property Management Systems (PMS): Experience with popular PMS software such as Opera, Fidelio, or Amadeus, used for managing reservations, guest profiles, and room assignments. Point of Sale (POS) Systems: Experience with POS software like Micros or Aloha for processing transactions, managing inventory, and generating reports in food and beverage outlets. Online Booking Engines: Knowledge of online booking platforms like Booking.com, Expedia, or Airbnb, as well as direct booking engines integrated with hotel websites. Revenue Reporting and Analytics: Proficiency in analytics tools such as Google Analytics or Adobe Analytics for tracking website performance, conversion rates, and online booking trends. Guest Feedback and Survey Tools: Knowledge of guest feedback platforms like Medallia or ReviewPro for collecting guest feedback, analyzing sentiment, and monitoring online reviews.

Employment History

Hotel Manager | Operations Manager Sandals Resorts International 01​/​2022 - Present, 4 resorts in Jamaica & 2 resorts in Barbados Managed 5 existing Sandals properties with additional responsibility for pre-opening and post opening duties at Sandals Dunn's River. Oversaw operations: Directed all aspects of hotel operations across multiple properties, including Sandals Royal Caribbean & Private Island, Sandals South Coast, Sandals Barbados & Royal Barbados, Sandals Dunn’s River, and Sandals Montego Bay. Ensured adherence to standards: Enforced Sandals Resorts International standards to guarantee seamless hotel functions and consistently high guest satisfaction levels. Managed daily operations: Spearheaded day-to-day operations, ensuring optimal guest experiences and satisfaction on a continuous basis. Provided leadership and guidance: Offered direction to subordinates, establishing performance benchmarks and monitoring outcomes to ensure alignment with organizational goals. Demonstrated financial acumen: Advocated for sound financial decision-making, leading by example through transparent and honest business practices. Fostered teamwork and trust: Cultivated an environment of mutual trust, respect, and cooperation among team members, fostering a collaborative and supportive workplace culture. Successfully launched a guest tracking document, ensuring meticulous follow-up on all guest complaints and issues on a daily basis; facilitated efficient resolution to enhance guest satisfaction levels at Sandals properties. A guest feedback program was also implemented resulting in improved TripAdvisor scores and overall guest satisfaction ratings for the Sandals group. Implemented and maintained effective communication channels among all departments to ensure seamless operation and successful output for our valued guests; addressed maintenance concerns and issues promptly, whether physical, infrastructural, or related to guest satisfaction, to prevent negative complaints and uphold the hotel's reputation. Conducted daily checks throughout the entire property, facilitating shift lineups at least twice per day to ensure alignment and prompt resolution of any issues or situations; performed inspections across all areas including food and beverage, retail establishments such as spa, photoshop, weddings, and gift shop; monitored the loyalty and travel department to ensure daily rebooking targets were met consistently. General Manager S Hotel Jamaica | Usain Bolt's Tracks & Records (Restaurant) 07​/​2018 - 01​/​2022, Montego Bay , Jamaica Shared CEO Management for both entities. Initially joined as Food and Beverage Manager, overseeing the culinary and dining aspects of the hotel's operations. Demonstrated strong leadership and managerial skills, leading to promotion to General Manager within six (6) months. Oversaw all aspects of the property, including sales, marketing, operations, events, maintenance, and customer relations for a 120-room boutique hotel in the Caribbean, ensuring seamless operations and exceptional guest experiences. Successfully managed the transition from the franchise restaurant to the hotel, leveraging expertise in hospitality management. Continued to serve as General Manager until the franchised restaurant was sold, demonstrating adaptability and leadership during organizational changes. Developed and implemented growth strategies to position the new hotel in the market, ensuring profitability and raising awareness throughout the global hospitality industry; collaborated with Expedia, Booking.com, and other wholesale hotel websites to optimize bookings and maintain full capacity occupancy levels. Led recruitment, training, and supervision of managers and staff to ensure the hiring of high-quality personnel, resulting in consistently achieving 100% guest satisfaction scores. Maintained comprehensive statistical and financial records while managing budgets effectively. Ensured full compliance with Hotel Operating Controls, Standard Operating Procedures (SOPs), and high-level service standards, attracting tourists and guests worldwide based on positive feedback on TripAdvisor, Expedia, and other wholesaler platforms. Service Bidding Manager Huawei Technologies Jamaica 09​/​2015 - 06​/​2018, Kingston, Jamaica Coordinated with the service delivery team to ensure accuracy of workloads and obtain cost approvals. Collaborated directly with product managers and the delivery team to achieve maximum results. Successfully completed sales orders for key accounts, attaining gold status based on

Education

Master of Business Administration Nova Southeastern University 2014, Fort Lauderdale , FL, USA GPA 3.82 Bachelor of Science in Management Johnson & Wales University 2012, North Miami, FL, USA GPA 3.91 (Summa Cum Laude)