EDDIE EDWARD HARRIS JR.
HOSPITALITY SPECIALIST
Roseau
Summary
Personable Hospitality Specialist with 15+ years of success in guaranteeing customer satisfaction through personable reservation services and attendance to guests' needs. Adept at promptly assisting customers by uncovering preferences. Passionate about providing upbeat and friendly service, resulting in consistent return customers.
Overview
12
12
years of professional experience
5
5
Certificates
Work History
Resident Manager
Coulibri Ridge
Roseau
07.2022 - Current
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team 2 front desk agents and helped to resolve issues arising during shifts.
- Prepared monthly resort audits for review.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Provided services efficiently and with high level of accuracy.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Developed and implemented marketing strategies to promote hotel services.
- Created and managed accurate occupancy forecasts and budgets.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Fostered safe lodging environment with reliable and effective security services.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Implemented successful strategies to increase customer satisfaction.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Oversaw day-to-day operations of 14-room hotel with staff of 36 employees.
- Developed and implemented promotional strategies to increase occupancy.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Evaluated and promptly resolved lodging facility operational issues.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Guest Services Supervisor
Coulibri Ridge
Roseau
10.2021 - 07.2022
- Trained junior team members in customer service strategies and property policies.
- Set and managed policies for concierge services and guest relations.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Reviewed upcoming events and planned for expected challenges.
- Created and delivered effective training materials and courses.
- Processed guest payments and provided accurate change.
- Monitored team performance to confirm customer service standards were consistently met.
- Led weekly staff meetings to maintain continuity of service and quality standards.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Analyzed customer feedback to identify areas requiring improvement.
- Hired, trained and managed team of 8 Guest Services Representatives successfully.
- Maintained up-to-date knowledge of products and services offered.
- Supported team members by offering constructive feedback and coaching as needed.
- Streamlined operational processes to maximize efficiency and customer satisfaction.
- Supervised team of 2 front desk agents and helped to resolve issues arising during shifts.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Created and managed accurate occupancy forecasts and budgets.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of 14-room hotel with staff of 36 employees.
- Fostered safe lodging environment with reliable and effective security services.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Assisted with development and distribution of marketing materials for facility.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented promotional strategies to increase occupancy.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Evaluated and promptly resolved lodging facility operational issues.
Accounts Supervisor
GEMS Group of Companies, Fort Young Hotel/Fort Young Dive Ltd/Secret, Bay
Roseau, St George
11.2019 - 04.2021
- Updated general ledger of accounts with current, accurate and industry-compliant data to meet all internal and external audit requirements.
- Checked expenses against budget controls, entered figures and reconciled business accounts to address discrepancies.
- Managed customer deliveries and assisted with carrying out orders to promote maximum satisfaction.
- Accomplished 15% reduction in food and beverage expenses by streamlining operations.
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
- Assisted cashiers with processing customer payments and documenting orders.
- Supervised accounting department operations and team of up to 6 employees.
- Overhauled process for year-end inventory audits to improve accuracy.
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
- Generated various reports to identify financial trends and aging accounts in need of attention.
- Input vendor payments and updated accounts to reflect new balances.
- Managed all accounting needs and account updates for hotel and dive operations.
- Managed payroll operations for team of 70 employees.
- Supported financial director with special projects and additional job duties.
- Conducted financial due diligence on potential investments and acquisitions.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Utilized financial software to prepare consolidated financial statements.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Created financial dashboards to provide insights into key performance indicators.
- Designed and maintained financial models to identify and measure risks.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Developed strategic plans for day-to-day financial operations.
- Created and managed financial models to evaluate corporate investments and acquisitions.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Established and checked coding procedures, monitored reports and updated internal files.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
Accounts Officer
Fort Young Hotel
Roseau
06.2017 - 11.2019
- Updated general ledger of accounts with current, accurate and industry-compliant data to meet all internal and external audit requirements
- Managed customer deliveries and assisted with carrying out orders to promote maximum satisfaction
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments
- Checked expenses against budget controls, entered figures and reconciled business accounts to address discrepancies
- Input vendor payments and updated accounts to reflect new balances
- Overhauled process for year-end inventory audits to improve accuracy
- Managed all accounting needs and account updates for hotel and dive operations
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments
- Managed payroll operations for team of 70 employees
- Accomplished 15% reduction in food and beverage expenses by streamlining operations
- Supervised accounting department operations and team of up to 6 employees
- Generated various reports to identify financial trends and aging accounts in need of attention
- Assisted cashiers with processing customer payments and documenting orders
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions
- Maintained account accuracy by reviewing and reconciling checks monthly
- Managed and responded to correspondence and inquiries from customers and vendors
- Input financial data and produced reports using Sage ERP
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers
- Implemented new accounting processes to decrease spending and work flow downtime
- Streamlined bookkeeping procedures to increase efficiency and productivity
- Supported management by processing invoices and documents with consistent on-time delivery
- Matched purchase orders with invoices and recorded necessary information
- Handled day-to-day accounting processes to drive financial accuracy
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready
- Streamlined daily reporting information entry for efficient record keeping purposes
- Inspected account books and recorded transactions
- Developed monthly, quarterly and annual profit and loss statements and balance sheets
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy
- Presented audit findings to accounting manager after reviewing results and paperwork
- Created detailed expense reports to facilitate reimbursement for business expenses incurred
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software
- Tracked financial progress by creating quarterly and yearly balance sheets
- Compiled budget figures by reviewing past budgets, evaluating estimated income, and assessing expenses
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget
- Gathered, evaluated and summarized account data in detailed financial reports
- Generated invoices upon receipt of billing information and tracked collection progress
- Recorded deposits, reconciled monthly bank accounts and tracked expenses
- Strengthened financial operations by conducting bank reconciliations and financial reporting
Bar Supervisor
Fort Young Hotel
Roseau
12.2016 - 06.2017
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers
- Explained daily specials and beverage promotions to exceed daily sales goals
- Closed out cash register and prepared cashier report at close of business
- Scheduled bands, singers and musicians for live music nights
- Completed bar opening and closing procedures
- Handled $5k cash on daily basis, which built trustworthiness, and loyalty with owners
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies
- Implemented drink prep procedures, significantly reducing wasted stock
- Poured and prepared mixed drinks for over 30 customers daily
- Adhered to state laws regarding alcoholic beverage services and customer regulations
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders
- Followed strict recipes and drink measurements to minimize product used
- Worked with distributors to add new products to bar menu
- Checked ID cards and verified bar guests were of legal age
- Handled cash accurately and prepared nightly deposits
- Purchased supplies according to expected demand
- Maximized customer service by training staff, overseeing operations, and resolving issues
- Upsold daily specials and beverage promotions to exceed daily sales goals
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events
- Consulted with managers to organize special events and promotions
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing 25% improvement over prior onboarding process
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings
- Improved customer service rankings by resolving issues quickly and accurately
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs
- Crafted special drink and cocktail menu items for seasonal offerings with assistance from bar team thus encouraging team building.
- Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses
Purchasing Supervisor
Fort Young Hotel
Roseau
10.2016 - 11.2016
- Coordinated paperwork, updated spreadsheets, and maintained permanent records
- Wrote standard operating procedures for department
- Performed monthly reconciliation of open purchasing orders
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors
- Purchased new products and oversaw inventory stocking and availability
- Used Optimum Control and Sage ERP to authorize and monitor purchase orders and consumables
- Sourced vendors, built relationships, and negotiated prices
- Adjusted procedures to maximize department effectiveness
- Implemented policies to reduce cost and eliminate waste
- Progressed through various purchasing, warehousing and leadership roles
- Conducted regular research to identify trends and cost saving opportunities
- Identified and targeted critical procurement issues, saving over $50k.
- Monitored and evaluated vendor performance to determine compliance with quality standards
- Generated reports, documents and analysis in Optimum Control and Sage ERP for senior management review and approval
- Contacted location managers and department supervisors to assess requirements
- Monitored inventory levels and avoided shortages with timely replenishment of stock
- Devised and implemented strategies to optimize purchasing processes and reduce costs
- Generated reports on purchasing activities to support management decisions
- Facilitated resolution of vendor disputes and discrepancies
- Researched and evaluated potential suppliers to determine best fits for company needs and to identify cost savings opportunities
- Identified opportunities to reduce lead times and improve inventory management
- Scrutinized purchasing data to identify areas for improvement and cost savings
- Analyzed market and delivery systems to assess present and future materials availability
- Collaborated with internal stakeholders to create timely and accurate purchase orders
- Completed monthly profit and loss performance reports
- Cultivated strong relationships with vendors to maintain and improve levels of customer service
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods
- Established and maintained accurate records of purchases, pricing and payment terms
- Tracked contract performance metrics and reported issues or non-compliance with appropriate stakeholders
- Developed and tracked metrics to measure supplier performance and cost savings
- Created purchasing policies and procedures that complied with company standards and regulatory requirements
- Negotiated pricing and terms with vendors to secure best value for company
- Reviewed and approved purchase orders and invoices for accuracy and completeness
- Assessed areas of service concern and developed improvement plans
- Hired and trained purchasing staff to improve effectiveness of purchasing operations
Accounts Payable Officer
Fort Young Hotel
Roseau
10.2015 - 12.2016
- Coordinated accounts payable functions and improved workflow for 8 staff members.
- Closely monitored accounts to post timely payments and resolve billing discrepancies
- Managed accurate and timely processing of over 50 invoices per month
- Observed strict confidentiality regulations to maintain data security
- Positively interacted with all partners, employees and customers using exemplary communication and interpersonal talents
- Maintained and distributed departmental balanced score card information to highlight staff productivity, invoice processing workflow and cost allocations
- Reduced staff and eliminated overtime by realigning workload in order to meet budgetary restrictions
- Automated workflow controls for collections management and credit risk assessment in accordance with SOX guidelines
- Input all relevant transactions and supervised properly within accounting system
- Developed reports for senior management to outline expenditures, vendor spend and forecasting
- Aligned workload and reduced head count without service interruption
- Tracked financial progress by creating quarterly and yearly balance sheets
- Recorded deposits, reconciled monthly bank accounts and tracked expenses
- Compiled budget figures by reviewing past budgets, evaluating estimated income, and assessing expenses
- Strengthened financial operations by conducting bank reconciliations and financial reporting
- Presented audit findings to accounting manager after reviewing results and paperwork
- Handled day-to-day accounting processes to drive financial accuracy
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software
- Implemented new accounting processes to decrease spending and work flow downtime
- Streamlined bookkeeping procedures to increase efficiency and productivity by 35%.
- Generated invoices upon receipt of billing information and tracked collection progress
- Developed monthly, quarterly and annual profit and loss statements and balance sheets
- Streamlined daily reporting information entry for efficient record keeping purposes
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions
- Gathered, evaluated and summarized account data in detailed financial reports
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready
- Inspected account books and recorded transactions
- Managed and responded to correspondence and inquiries from customers and vendors
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers
- Matched purchase orders with invoices and recorded necessary information
- Created detailed expense reports to facilitate reimbursement for business expenses incurred
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month
- Input financial data and produced reports using Sage ERP.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy
- Supported management by processing invoices and documents with consistent on-time delivery
- Maintained account accuracy by reviewing and reconciling checks monthly
- Entered figures using 10-key calculator to compute data quickly
Purchasing Officer
Fort Young Hotel
Roseau
01.2014 - 09.2015
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability
- Managed vendor purchase order dispatch, delivery, and invoicing to set contractual guidelines and maintain budgetary regulations
- Standardized inventory quarterly reporting and analysis and instituted corrective action for close-outs and out-of-stock items to keep inventory records current
- Tracked inventory shipments and prepared spreadsheets detailing item information
- Collaborated with buyers for special events and seasonal promotions to maintain adequate product stock and drive sales
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders
- Reviewed order updates to identify best practices aligned with corporate goals
- Wrote standard operating procedures for department
- Performed monthly reconciliation of open purchasing orders
- Sourced vendors, built relationships, and negotiated prices
- Implemented policies to reduce cost and eliminate waste
- Used Optimum Control and Sage ERP to authorize and monitor purchase orders and consumables
- Coordinated paperwork, updated spreadsheets, and maintained permanent records
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors
- Purchased new products and oversaw inventory stocking and availability
- Adjusted procedures to maximize department effectiveness
- Contacted location managers and department supervisors to assess requirements
- Monitored and evaluated vendor performance to determine compliance with quality standards
- Conducted regular research to identify trends and cost saving opportunities
- Progressed through various purchasing, warehousing and leadership roles
- Identified and targeted critical procurement issues, saving over $50k.
- Generated reports, documents and analysis in Optimum Control and Sage ERP for senior management review and approval
Functions Coordinator
Fort Young Hotel
Roseau
12.2013 - 01.2014
- Performed event coordination for larger parties and gatherings
- Coordinated schedules and timelines for events
- Managed administrative logistics of events planning, event booking, and event promotions
- Managed event logistics and operations
- Consulted with customers to determine objectives and requirements for events
- Designed and implemented efforts to publicize events and promote sponsorships
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures
- Coordinated florists, photographers, and musicians for events
- Developed post-event reports to determine effectiveness of each event
- Inspected event facilities to confirm conformance to customer requirements
- Hired, trained and supervised 20 volunteers and 15 support staff required for events
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues
- Brainstormed and implemented creative event concepts and themes
- Reviewed event bills to confirm accuracy and approve payment
- Communicated with catering, lighting and sound companies to obtain price quotes
- Arranged availability of audio-visual equipment, transportation and displays for various types of events
- Evaluated and selected service providers and vendors according to customer requirements
- Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes
- Attended conferences and events to stay up-to-date with industry trends and planning standards
- Created and maintained event expenditures, budgets and timelines in job-related software
Food & Beverage Cashier
Fort Young Hotel
Roseau
07.2013 - 12.2013
- Worked closely with shift manager to solve problems and handle customer concerns
- Answered questions about store policies and addressed customer concerns
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Addressed customer needs and made product recommendations to increase sales
- Greeted customers entering store and responded promptly to customer needs
- Welcomed customers and helped determine their needs
- Worked flexible schedule and extra shifts to meet business needs
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
- Tallied cash drawer at beginning and end of each work shift
- Upsold additional products and services to customers, increasing revenue by 15%.
- Assisted customers with returns, refunds and resolving transaction issues
- Built relationships with customers to encourage repeat business
- Operated cash register to record transactions accurately and efficiently
- Responded promptly to requests for assistance, spills and customer inquiries
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies
- Performed cash, card and check transactions to complete customer purchases
- Checked personal identifications during alcohol and tobacco sales
- Conducted inventory counts by adding each item in stock and documenting in computer system
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects
- Learned duties for various positions and provided backup at key times
- Identified and resolved discrepancies and errors in customer accounts
- Processed refunds and exchanges in accordance with company policy
- Worked with floor team and managers to meet wide range of customer needs
- Handled cash with high accuracy and took care to check bills for fraud
- Maintained current knowledge of hotel promotions and highlighted sales to customers
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences
- Used POS system to enter orders, process payments and issue receipts
Storekeeper
Fort Young Hotel
Roseau
07.2013 - 08.2013
- Organized and maintained cleanliness of storeroom areas.
- Ensured safety and physical control of all inventories held in storerooms.
- Organized and controlled flow of stock using FIFO system.
- Prepared Purchase Orders, which were reviewed and processed by Purchasing Officer.
- Ensured items were ordered in timely manner to avoid stock outs.
- Provided regular updates to relevant departments regarding outstanding orders.
- Assisted in contacting suppliers for quotations and recommendations of appropriate suppliers.
- Received all items to be kept in Storeroom and preparation of goods received notes.
- Evaluated item quality and cost periodically.
- Conducted monthly stock counts for Management accounts preparation purposes based on stock count schedule.
- Performed any other duties as assigned by hotel's management.
- Arranged products on shelves and in cabinets to maximize space utilization by 50%
- Resolved 90% of purchase order variances by following up with vendors on overdue purchase orders.
- Filled orders by gathering merchandise specified in requisitions.
- Communicated with vendors to discuss order discrepancies and returned damaged merchandise or incorrect orders.
- Received product shipments and organized in stockroom storage area.
- Monitored merchandise on shelves and in storage using inventory control system.
- Documented shipping and receiving records to confirm receipt of orders.
- Ordered goods from various vendors to maintain store merchandise levels.
- Oversaw storeroom staff by providing instructions and leading daily activities.
- Trained, coached and scheduled employees to improve store upkeep and operations
- Tagged merchandise and neatly stocked on shelves and display areas
Waiter/Room Service Attendant
Fort Young Hotel
Roseau
12.2012 - 07.2013
- Garnished completed orders and arranged foods to please customers
- Offered knowledgeable suggestions about foods and related wine pairings to guests with discerning tastes
- Restocked supplies to keep team efficient and ready for guests' orders
- Protected guests by following proper food handling procedures
- Organized food platters, set up tables and identified each food portion
- Delivered food, condiments and silverware to guest rooms to fulfill guest orders
- Kept work environments, equipment and trays clean and sanitized for guests
- Handled guests dry cleaning orders and delivered any packages that arrived for guests
- Verified accuracy and quality of orders before delivery
- Prepared special services for guests such as honeymoon and other romantic packages
- Used downtime to get ahead of support work such as folding napkins, wrapping silverware and polishing glasses
- Met guests' needs by delivering meals and snacks and retrieving additional items
- Answered quests inquiries and questions about hotel's menu
- Cleared dishes, trays and carts from rooms with discretion and professionalism
- Completed ordered with speed and accuracy, maintaining exceptional service standards each day
- Answered detailed questions about menu items, contents and preparation methods to help guests make informed decisions
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business
- Assessed meal preparation to check creation of special orders and cooking procedures
- Asked diners about meals to assess satisfaction and collect vital feedback to improve operations
- Kept register accurate through correct billing, payment processing, and cash management practices
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards
- Arranged food, utensils and condiments on trays to serve meals with necessary items
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Refilled beverage glasses, cleared and reset tables, and stocked service areas
- Inspected dishes and utensils for cleanliness
- Maintained clean and safe work environment
- Served meals to customers according to established guidelines
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Processed customer payments to accurately record transactions
- Replenished condiments and other supplies at tables and service bars
- Assisted customers in selecting menu items, answering questions and providing general information
- Increased sales significantly by upselling higher-end products to customers by 20%
- Monitored staff money handling for suspicious behaviors like card skimming
- Supervised set up of banquet food stations and coordinated service to multiple dining areas
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
Accounts Receivables Officer
Fort Young Hotel
Roseau
01.2013 - 02.2013
- Assisted debtors in setting up payment plans to recover overdue balances.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Initiated negotiations for debt recovery through email, telephone and mail contact
- Maintained high volume of calls and met demands of busy and productive group with 30 calls per day.
- Started account closure processes when warranted.
- Used skip tracing and other techniques to locate debtors.
- Achieved performance goals on consistent basis,
- Received inbound calls and answered questions from customers satisfactorily.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
- Located and monitored overdue accounts by using automated systems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Advised customers of necessary actions and strategies for debt repayment
- Verified and reviewed customer account information.
- Counseled debtors on payment options and arranged installment agreements
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency
- Processed payments and applied to customer balances
- Quantified debtor balances to avoid late payments and bad credit
- Assisted in implementing procedures and policies to facilitate timely payments
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records
Waiter
Fort Young Hotel
Roseau
06.2011 - 11.2012
- Folded napkins and prepared silverware sets to provide adequate supply for host station
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Used cash registers and credit card machines to cash out customers
- Maintained customer satisfaction by clarifying questions about orders and specialty items
- Kept server areas clean and stocked to increase efficiency while working tables
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation
- Upsold appetizers, drinks and desserts to increase restaurant profits
- Met with chef to review daily specials and menu changes
- Trained new servers on restaurant policies and procedures
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages
- Informed customers about daily and seasonal specials
- Bussed tables during busy periods to assist staff and quickly turn over tables
- Answered customers' questions, recommended items, and recorded order information
- Processed orders and sent to kitchen employees for preparation
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives
- Supervised set up of banquet food stations and coordinated service to multiple dining areas
- Printed dining checks with total due, collected payment and offered receipts to complete transactions
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request
- Inspected dishes and utensils for cleanliness
- Checked guests' identification before serving alcoholic beverages
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior
- Increased sales significantly by upselling higher-end products to customers
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
BBA - Hospitality Management
University of Cambridge
Online 04.2023 - Current
Associates of Arts - Tourism & Hospitality Studies
Dominica State College
Stock Farm, Dominica 10.2008 - 2011.01
Skills
Computer Skills/MS Office
undefinedTimeline
BBA - Hospitality Management
University of Cambridge
04.2023 - Current
Resident Manager
Coulibri Ridge
07.2022 - Current
Tour Guide Certification - Discover Dominica Authority/Dominica State College
06-2022
Guest Services Supervisor
Coulibri Ridge
10.2021 - 07.2022
Accounts Supervisor
GEMS Group of Companies, Fort Young Hotel/Fort Young Dive Ltd/Secret, Bay
11.2019 - 04.2021
Bartender Mixology Training - Andrel Andrew
10-2017
Accounts Officer
Fort Young Hotel
06.2017 - 11.2019
Bar Supervisor
Fort Young Hotel
12.2016 - 06.2017
Purchasing Supervisor
Fort Young Hotel
10.2016 - 11.2016
Accounts Payable Officer
Fort Young Hotel
10.2015 - 12.2016
Customs Brokerage - University of the West Indies
07-2015
Introduction to Purchasing and Cost Control - Lisa Beckles Consulting
04-2014
Purchasing Officer
Fort Young Hotel
01.2014 - 09.2015
Functions Coordinator
Fort Young Hotel
12.2013 - 01.2014
Storekeeper
Fort Young Hotel
07.2013 - 08.2013
Food & Beverage Cashier
Fort Young Hotel
07.2013 - 12.2013
Accounts Receivables Officer
Fort Young Hotel
01.2013 - 02.2013
Waiter/Room Service Attendant
Fort Young Hotel
12.2012 - 07.2013
Standard Food & Beverage Procedures - Jericson James
09-2011
Waiter
Fort Young Hotel
06.2011 - 11.2012
Associates of Arts - Tourism & Hospitality Studies
Dominica State College
10.2008 - 2011.01
Volunteer Activities
Professional Hospitality Services
- Plan & coordinate with potential clients re execution of proposed events.
- Source and train required servers, bartenders and wait staff re event.
- Set up for event to include table setting and overall function space.
- Supervise hired staff during event to ensure excellent service was delivered.
Invest Dominica/Discover Dominica Authority
- Assisted with functions when requested.
- Served food and cocktails at special events.
Dominica Hotel & Tourism Association
- Planned & assisted with yearly Hike Fest.
- Organized and coordinated with Board Members re National Tourism Cocktail to include serving at event
Earth Day 2023
- Coordinated with all stakeholders.
- Organized volunteers and assigned tasks where necessary.
- Communicated with all parties to ensure successful completion of beach and community clean up.
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