Kashima Noel
Gros Islet
Summary
Adept at spearheading initiatives to enhance customer satisfaction and team performance, my tenure at Sandals Grande St. Lucian Spa & Beach Resort highlights a blend of strong leadership and critical thinking. Successfully implemented training programs and streamlined operations, significantly contributing to organizational objectives and fostering a collaborative work environment. Throughout my career, I have contributed to positive business results through effective organization, prioritization and follow-through of key organizational projects. I exercise a calculated and methodical approach to problem-solving. While I am independently motivated, I appreciate collective efforts and collaborate productively within group settings.
Further, my communication, customer service and critical thinking abilities will serve to support your continued organizational efforts.
I am a dedicated, organized, and methodical individual. I have good interpersonal skills, am an excellent team worker and am keen and very willing to learn and develop new skills. I am reliable and dependable, and I have an active and dynamic approach to work and getting things done. I am determined and decisive. I identify and develop opportunities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Agent
Sandals Grande St. Lucian Spa & Beach Resort
11.2022 - Current
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Increased client retention through excellent communication and effective problem-solving techniques.
- Implemented new training programs aimed at improving agent skills and knowledge, resulting in improved performance metrics.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Enhanced team productivity by implementing efficient work processes and streamlining communication.
- Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
- Managed a team of agents, providing guidance and support to achieve performance goals.
- Worked closely with senior management on strategic planning efforts that contributed significantly toward meeting organizational objectives.
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
- Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Spearheaded initiatives focused on enhancing customer service delivery, leading to higher satisfaction ratings from clients.
- Conducted regular performance reviews, setting achievable targets and motivating agents towards continuous growth.
Hotel Reservationist
Sandals Grande St. Lucian Spa & Beach Resort
03.2022 - Current
- Assisted guests with special requests, ensuring a personalized and memorable experience.
- Provided exceptional communication skills when interacting with guests via phone or email correspondence.
- Actively addressed guest inquiries or complaints regarding their reservations in an empathetic manner while seeking resolutions that align with company policies.
- Resolved guest issues swiftly, resulting in positive feedback from both guests and management.
- Contributed to a team-oriented work environment, fostering strong relationships with colleagues.
- Collaborated with other departments to ensure seamless booking experiences for group reservations.
- Managed high call volumes efficiently, maintaining professionalism and exceptional service standards.
- Supported front desk operations during peak times as needed, helping to maintain smooth guest check-in procedures.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored staff performance and provided feedback and guidance.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Front Desk Agent
Sandals Grande St. Lucian Spa & Beach Resort
03.2019 - 03.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Maintained high levels of guest privacy by securely managing personal information.
Front Office Agent
Royalton Saint Lucia
01.2017 - 03.2019
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
- Addressed maintenance issues promptly, ensuring minimal disruption to guests'' stays.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
- Acted as a liaison between various departments within the hotel, facilitating smooth overall operations for optimal guest satisfaction.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Maintained a high level of guest service, resulting in positive online reviews and repeat business.
- Streamlined front desk operations for improved guest experience and increased staff productivity.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Completed daily logs for management review.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Project Assistant
Saint Lucia Chamber of Commerce
12.2013 - 01.2017
- Completed multiple tasks simultaneously to optimize project completion.
- Maintained a high level of accuracy in all project documentation, ensuring consistency and clarity throughout the lifecycle of projects.
- Enhanced team communication by organizing and maintaining accurate documentation of meeting notes, action items, and followups.
- Maintained a well-organized document repository for easy access to vital information during the lifecycle of projects.
- Managed business mixers, executive luncheons, Chamber sports programs (dominoes, futsal, volleyball and basketball)
- Planned and executed the annual St. Lucia Business Awards
- Grant writing
Education
Electrical Installation
Sir Arthur Lewis Community College
Morne Fortune Sir Ira Simmons Secondary School
Vide Boutielle 06-2007
Skills
- Decision-making capabilities
- Proficiency in Microsoft Office Suite
- Positive Attitude
- Problem-solving skills
- Strong leadership
- Critical Thinking
- Customer service abilities
- Organizational Skills
- Clear Communication
- Ensuring customer satisfaction
- Teamwork and Collaboration
- Time Management
Accomplishments
- Gimies Nominee for Large Hotel Employee of the Year 2024
- Sandals Grande St. Lucia Nominee; Diamond Team Member for the Year 2023
- Sandals Grande St. Lucia Diamond Team Member; Month of March 2023
- Sandals Grande St. Lucia Diamond Team Member for the Year 2022
- Sandals Grande St. Lucia Diamond Team Member; Month of September
Certification
● University of The West Indies Open Campus: Project Management-(Certificate)
- Supervisory Skill Builders-Sandals Corporate University (Certificate)
● Supervising Others- Sandals Corporate University (Certificate)
● Coaching & Mentoring- Sandals Corporate University (Certificate)
● Managing Workplace Anxiety- Sandals Corporate University (Certificate)
● Customer Service- Sandals Corporate University (Certificate)
● Guest Service Gold; Making Connections-Sandals Corporate University (Certificate)
● Employee Recognition- Sandals Corporate University (Certificate)
● Dale Carnegie Skills for Success
● Level 1 Volleyball Coach
self-development; reading books, articles and watching videos that will improve my well-being.
I am drawn to spiritual and self-development material that aid in expanding my consciousness, I constantly seek growth by watching videos, reading books that feed my development.
Timeline
Lead Agent
Sandals Grande St. Lucian Spa & Beach Resort
11.2022 - Current
Hotel Reservationist
Sandals Grande St. Lucian Spa & Beach Resort
03.2022 - Current
Front Desk Agent
Sandals Grande St. Lucian Spa & Beach Resort
03.2019 - 03.2022
Front Office Agent
Royalton Saint Lucia
01.2017 - 03.2019
Project Assistant
Saint Lucia Chamber of Commerce
12.2013 - 01.2017
● University of The West Indies Open Campus: Project Management-(Certificate)
- Supervisory Skill Builders-Sandals Corporate University (Certificate)
● Supervising Others- Sandals Corporate University (Certificate)
● Coaching & Mentoring- Sandals Corporate University (Certificate)
● Managing Workplace Anxiety- Sandals Corporate University (Certificate)
● Customer Service- Sandals Corporate University (Certificate)
● Guest Service Gold; Making Connections-Sandals Corporate University (Certificate)
● Employee Recognition- Sandals Corporate University (Certificate)
● Dale Carnegie Skills for Success
● Level 1 Volleyball Coach
Electrical Installation
Sir Arthur Lewis Community College
Sir Ira Simmons Secondary School
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