Cheramie Warren
Hospitality Professional
Basseterre,S.E. Peninsular
Summary
Internationally trained, enthusiastic Hospitality Leader with extensive Rooms Division experience in luxury resorts. Detail-oriented team player with exceptional customer service and communication skills – fluent in English and French, conversational in Spanish - interpersonal and IT skills (proficient in the use of Microsoft Office, Property Management Systems, etc.). Eager to develop as a hotelier in a role will fully utilize interest in revenue management, previous experience, skills and qualifications honed as a Hospitality Leader. Flexible, takes initiative, able to work within a fast-paced, results-driven, multicultural environment.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Front Office Manager
Park Hyatt St. Kitts
Basseterre
08.2019 - Current
- Manage the daily operation of the Front Office (inc. Telephone Operators, Bell Attendants & Concierge/Front Desk)
- Coach and train associates to consistently achieve or surpass targets set for Customer Service Ratings
- Greet and develop rapport with arriving guests, identify and resolve guest complaints
- Review details of arriving guests and communicate to Team Leaders at daily team briefings of forthcoming arrivals of note, VIPs and special requests
- Created Standard Operating Procedures (SOPs) in accordance with the company vision
- Enforce SOPs to ensure continued high service levels by training and coaching team members
- Greet all arriving guests and oversee the Arrival and Departure processes so as to ensure company standards are followed at every interaction
- Monitor Department budget
- Resolve guest complaints and/or incidents within a timely manner
- Provide support to team members in resolving guest concerns
- Increased enrolment in loyalty program at property by 300% over 18 months
- Consistently exceeded upsell targets, and maintained consistent upsell conversion rate
<p><b>Front Office Leader</b></p> <p></p>
Bodyholiday, St. Lucia
12.2014 - 08.2019
- Responsible for day to day management of Front Office Team of 19 Supervisors, Concierge Agents, Telephone Operators and Bellhops
- Ensured exceptional customer service, improve department score in guest satisfaction
- Selected, hired interviewed and trained Front Office Team Members
- Prepared schedule on a fortnightly basis
- Monitored employee performance and development; coached, trained, counselled and conducted performance appraisals
- Monitored and assessed customer satisfaction trends, made recommendations and implemented and/or revised procedures for improvement
- Conducted Room Inspections for arrival VIP rooms
- Oversaw the Arrival and Departure processes, ensuring execution of company standards
- Assisted Rooms Division Manager to create the Annual Department Business Plan
- Assisted with execution of various initiatives to support business objectives
- Monitored department inventory and control expenses
- Duty Manager when required, resolving guest complaints/glitches, handling incidents in a timely manner
- Reviewed, created and enforced Standard Operating Procedures (SOPs) in alignment with company vision
- Created Job Descriptions for all roles within the team
- Created Guest Follow-Up/Tracking System
<p><b>Director of Rooms/Consultant</b></p> <p></p>
Ladera Resort, St. Lucia
11.2013 - 08.2014
- Led Front of House Team (Front Office/Reception, Reservations, Bellmen, Shuttle Drivers, SPA, Housekeeping)
- Revised and implemented Standard Operating Procedures in line with 5-Star Service Standards for the Front Office/Guest Services Team
- Monitored employee performance and development, coaching, training, counselling team members as necessary to ensure services standards were clearly understood and delivered by team members
- 7AM Duty Manager resolving guest complaints/glitches, handling incidents in a timely manner
- Spearheaded resort’s Property Management System (Opera) Upgrade
- Managed the execution of weddings (initial contact with the client, pre-event meetings, on-the-day coordination)
- Assisted with arrival preparations for VIP/celebrity arrivals and marriage proposals
- Interacted with guests prior to, upon arrival or during stay to obtain feedback on product quality and service level
- Supported the training needs of team members in particular in the use of Opera and basic computer skills
- Fostered good working relationships with Travel Agents and Tour Operator Reps
<p><b>Front Office Manager</b></p> <p></p>
Spice Island Beach Resort, Grenada
06.2010 - 05.2012
- Managed the daily operations of the Front Office (incl. Reservations, Kids’ Club and Special Events)
- Spearheaded resort’s Property Management System (PMS) transition from Fidelio Express to Opera Express 5.0
- Facilitated increase in online bookings by managing hotel’s online room inventory via various OTAs
- Assisted Marketing Directors with the preparation of Wholesaler Agreements
- Supervised the execution of weddings (initial contact with the client, pre-event meetings, on-the-day coordination and post-wedding follow up) group visits and other special occasions
- Trained Resort Staff on the use of the new PMS – Opera Express
- Developed rapport with guests prior to, or upon arrival, and maintained this throughout their stay
- Fostered good working relationships with Virtuoso & Signature Travel Agents, and OTA Account Managers
- Encouraged professional and personal development through cross-training and individual coaching
- Hosted Site Inspections of the Resort for Travel Agents, Tour Operators, Journalists, etc.
<p><b>Assistant Reservations Manager</b></p> <p></p>
Raffles Resort Canouan Island, St. Vincent & the Grenadines & New York
06.2005 - 03.2010
- Supervised the daily operation of the department enforcing standard operating procedures
- Managed group blocks, rooming lists and room assignments for all incentive groups
- Managed online room inventory and made recommendations for rate availability
- Worked closely with Front Office Team to ensure fulfillment of guests’ pre-arrival requests
- Assisted Front Desk with check-in for incentive groups
- Coordinated departmental training for new hires and cross-exposure candidates
- Trained Reservations Staff in the resort’s New York Reservations Office
- Created Training Manuals for Flight and Room Reservations Staff
- Developed and maintained excellent rapport with prospective and existing clients
- Hosted site inspections of the resort for Travel Agents, Tour Operators and Meeting Planners
<p><b>Management Trainee (Rooms Division)</b></p> <p></p>
Boca Raton Resort & Club, Florida
09.2003 - 02.2005
- Assisted Housekeeping Manager in managing the daily operations of the Department
- Created Budget Tracking Sheet which resulted in 10% decrease in department budget within a 6-month period
- Improved Staff productivity by creating checklists of daily tasks
- Created certification tests for several positions in line with the Resort's Certification Programme
- Created training outline for various positions
- Ensured compliance with Front Office procedures, payroll controls and staffing
- Assured excellence in every guest interaction by assisting in the coaching of staff and enforcing quality standards
- Prepared the Boca Beach Club Weekly Group Rooms Forecast
- Certified Front Office Trainer - trained Front Office Agents for night audit
- Responsible for assigning rooms for guest arrivals
Education
Springboard Caribbean - Diploma in Management & Leadership – endorsed by Institute of Hospitality
11.2018 -
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University of Westminster - Event & Conference Management (M.A.)
09.2012 - 09.2013
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University of Surrey - International Hospitality & Tourism Management (BSc. Hons.)
09.2000 - 06.2003
Revenue Managment
ECornell
Skills
Team Work
Customer Service
Opera PMS
Communication
Leadership
Microsoft Office/IT
English
French
Interpersonal
Spanish
Problem Solving
Attention to detail
Timeline
Front Office Manager
Park Hyatt St. Kitts
08.2019 - Current
Springboard Caribbean - Diploma in Management & Leadership – endorsed by Institute of Hospitality
11.2018 -
Front Office Leader
Bodyholiday, St. Lucia
12.2014 - 08.2019
Director of Rooms/Consultant
Ladera Resort, St. Lucia
11.2013 - 08.2014
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University of Westminster - Event & Conference Management (M.A.)
09.2012 - 09.2013
Front Office Manager
Spice Island Beach Resort, Grenada
06.2010 - 05.2012
Assistant Reservations Manager
Raffles Resort Canouan Island, St. Vincent & the Grenadines & New York
06.2005 - 03.2010
Management Trainee (Rooms Division)
Boca Raton Resort & Club, Florida
09.2003 - 02.2005
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University of Surrey - International Hospitality & Tourism Management (BSc. Hons.)
09.2000 - 06.2003
Revenue Managment
ECornell