Ricky Charlemagne
Grande Riviere Gors Islet, White Rock
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Innovative Rooms Division Manager with over 25 years of experience in hospitality. Successful at streamlining systems of organization and filling in front office gaps. Adept at providing individualized customer service to ensure return guests and using modern property management systems.
Overview
25
25
years of professional experience
Work History
Director of Rooms
Windjammer Landing Villa Beah Resort
1504, Labrelotte Bay, St. Lucia
03.2024 - Current
- Ensured compliance with all safety protocols relating to hotel operations; conducted regular safety inspections.
- Directed staff training and development activities, including orientation, customer service skills, safety, sanitation procedures and team building exercises.
- Managed daily operations of front office, housekeeping, guest services departments.
- Created a customer-centric culture that resulted in increased customer satisfaction scores.
- Oversaw budgeting process for Rooms Division departments; monitored labor costs and other expenses to ensure maximum profitability.
- Analyzed financial data to identify opportunities to increase profits through rate optimization or inventory management techniques.
- Formulated policies and procedures related to guest services, employee relations and hotel operations.
- Addressed customer complaints in a timely manner while ensuring compliance with all applicable laws and regulations.
- Monitored staffing needs of each department within the division; hired new employees as needed.
- Conducted regular meetings with department heads to review progress towards goals; identified areas needing improvement.
- Established performance standards for all divisions within the Rooms Department; evaluated staff performance against these standards.
- Provided leadership support during periods of high volume activity; maintained an environment conducive to excellent customer service.
- Attended trade shows and conventions in order to stay abreast of industry trends; shared this knowledge with staff members.
- Developed relationships with key corporate clients in order to secure repeat business opportunities.
- Negotiated contracts with outside vendors for goods and services required by the Rooms Division departments.
- Assisted with front desk operations during busy seasons including check-ins, check-outs, reservations and payment collections.
- Oversaw day-to-day operations of front desk, housekeeping and concierge services.
- Met with VIPs to provide specialized services.
- Coached front office division on customer service standards.
- Responded to and resolved guest issues or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Built and maintained productive relationships with employees.
- Oversaw recruiting, interviews and new employee hiring.
- Issued room keys and escort instructions to bellhops.
Director of Front Office
Windjammer Landing Villa Beah Resort
1504, Labrelotte Bay, St. Lucia
08.2019 - 03.2024
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the company.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed policies and procedures to ensure compliance with corporate standards.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Coordinated resources across departments to maximize productivity levels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Monitored market conditions and competitor activities to inform business decisions.
- Provided guidance on legal matters related to contracts or intellectual property rights.
- Implemented systems for tracking progress on key initiatives or projects.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Developed and maintained a tour budget to ensure cost-effectiveness.
- Organized and coordinated travel arrangements for group tours, including flights, hotels, and ground transportation.
- Created promotional materials for upcoming tours to increase bookings.
- Provided customer service support throughout the duration of each tour.
- Ensured all necessary documents were in order prior to departure dates.
- Monitored safety guidelines for each venue visited during the tour.
- Assisted in the recruitment, training and management of Guest Service staff.
- Monitored customer service operations to ensure quality standards were met.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Provided support with day-to-day operational issues related to guest services.
- Maintained accurate records of all guest interactions, inquiries and complaints.
- Ensured compliance with relevant policies, procedures and regulations regarding guest services.
- Conducted regular performance reviews for guest service staff members.
- Created reports on daily transactions and sales activity for management review.
- Identified areas of improvement in order to maximize efficiency of operations.
Front Office Manager
Windjammer Landing Villa Beah Resort
1504, Labrelotte Bay, St. Lucia
08.2014 - 02.2019
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Updated knowledge about current industry trends through research or attending professional development courses.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Created and optimized employee schedules for shift coverage.
- Monitored office inventory to maintain supply levels.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
Fron Office Supervisor
Windjammer Landing Villa Beah Resort
La Toc Road, Castries, St. Lucia
03.2010 - 08.2014
- Supervised front office staff, including hiring and training new employees.
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
- Handled customer complaints in a professional manner.
- Maintained accurate records of all guests' bookings and payments.
- Coordinated with other departments to ensure smooth operations.
- Scheduled staff shifts and assigned duties as needed.
- Implemented policies and procedures related to the front office operations.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Responded promptly to inquiries from guests or potential customers via phone or email.
- Examined all invoices for accuracy before submitting them for payment processing.
- Adhered to safety regulations at all times while on duty in the lobby area or elsewhere in the hotel premises.
- Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
- Resolved conflicts between guests and and or employees in a timely fashion without compromising overall customer satisfaction ratings .
- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations .
- Performed miscellaneous job-related duties as assigned by management personnel .
- Kept close eye on front desk to promptly address and resolve issues.
- Created schedule of front office workers.
- Planned staff and training meetings and scheduled conference rooms.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Created and optimized employee schedules for shift coverage.
Front Desk Receptionist
Windjammer Landing Villa Beah Resort
La Toc Road, Castries, St. Lucia
07.2006 - 03.2010
- Greeted guests upon arrival and provided them with information regarding the hotel amenities, services, and local attractions.
- Checked in guests using computerized reservation systems, collected payments and verified credit cards.
- Answered inquiries from potential customers regarding room availability, rates and policies.
- Provided excellent customer service to all guests by responding promptly to their requests or concerns.
- Assisted guests with directions and transportation arrangements when needed.
- Maintained accurate records of guest reservations, cancellations and no-shows.
- Processed incoming mail, faxes and email messages for the hotel staff.
- Handled cash transactions accurately while adhering to established accounting procedures.
- Upgraded rooms for VIP customers as requested.
- Responded to emergency situations in a timely manner.
- Compiled daily reports of occupancy levels for management review.
- Resolved billing discrepancies between guest accounts and invoices.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Kept records of room availability and guest accounts, manually or using computers.
- Reviewed accounts and charges with guests during check out process.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Computed bills, collected payments and made change for guests.
- Transmitted and received messages using telephones or telephone switchboards.
- Posted incidental charges to ledgers, manually or by using computers.
Lobby Host
Windjammer Landing Villa Beah Resort
1504, Labrelotte Bay, St. Lucia
12.2003 - 07.2006
- Meet and greet all guests entering the hotel with proper greeting and responses while maintaining a professional demeanour.
- Create a welcoming environment that sets the tone for the guest's entire stay. This includes maintaining a clean and organized lobby area, ensuring that guests are comfortable and have access to any necessary amenities, and providing personalized attention to each guest.
- Ensure all arrival guest are presented with a cold towel in accordance to the established procedures
- Ensure soil cold towels are collected and sent to the Laundry Department. Clean towels must be retrieved within the same day and preparations must be made for the following shift to ensure towels are ready for service.
- Daily inventory of closing and opening stock of cold towels
- Ensure guest at the Shutte Stop are shuttle to their room withing the established pick-up time.
- Report any concerns or observations to management.
- Coordinate with the Main Gate on arrival and departure procedures.
- Provide a positive first impression and ensuring that guests feel welcomed and comfortable throughout their stay.
- Take care of guests' needs for luggage, by handling, storing and retrieving baggage from the luggage room, following procedures to ensure all pieces are safe and secured at all times.
- Aid guest with directions and arrange transportation via taxi or shuttle for guests needing transportation services.
- Receive and process mailing/package deliveries for guests.
- Provide guests with information about the hotel and local establishments/activities.
- Identify assignments to be completed at the beginning and end of the guest experience. This includes greeting guests upon arrival, helping with luggage, ensuring a welcome cocktail is offered, and assisting with guest checking-out.
- Assist/direct guests with parking their vehicles or referring them to alternative areas to park.
- Direct taxis on where to park when picking up guest, also direct vehicles to park in the appropriate area during special functions.
- Ensuring the lobby remain free flowing of vehicular traffic.
- Ensure the luggage room remains neatly and presentable in accordance to the established protocols
- Escort guests in and out of the hotel during special functions and load/unload their vehicles with baggage.
- Must be able to lift, carry, push, and pull up to 75 pounds.
- Answer the lobby phone on an as-needed basis.
- Locate information about current events to provide assistance to guests with suggestions and information.
- Act as security for the lobby.
- Assist with site inspections and management as needed and directed.
Food Server
Sandals Regency La Toc
La Toc Road, Castries, St. Lucia
06.1999 - 10.2002
- Prepared tables for meals by setting up items such as linens, silverware, and glassware.
- Informed customers of daily specials and menu changes.
- Took orders from customers accurately and delivered to kitchen staff promptly.
- Brought food and beverages to the table in a timely manner.
- Checked on customers during their meal to ensure they were satisfied with their dining experience.
- Ensured that all restaurant safety guidelines were followed at all times.
- Communicated effectively with kitchen staff regarding order details, special requests, allergies.
- Maintained cleanliness of the dining area throughout shift including wiping down tables, chairs, menus.
- Demonstrated knowledge of menu items by providing detailed descriptions upon request.
- Adhered to all health department standards while preparing food items according to company recipes and specifications.
- Resolved customer complaints in a professional manner while adhering to company policies and procedures.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Set up tables and counters to prepare dining and serving areas.
- Retrieved prepared orders from kitchen areas and promptly delivered to guests.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Brewed coffee and distributed to guests.
- Explained menu items, describing ingredients and cooking methods upon request.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Education
A - Food & Beverage Managment
American Hotel & Lodging
03-2004
CXC - Buisness
Leon Hess Comprehensive Seconday School
Saint Lucia07-1998
A - Effective Supervisory
NRDF
Saint LuciaSkills
- Staff Development
- Performance Analysis
- Guest satisfaction
- Revenue optimization
- Complaint Handling
- Staff Scheduling
- Front Desk Management
- Guest Services
- Guest Relations Management
- Room Inspections
- Employee Development
Accomplishments
- Supervior of the year
- Front Of House Manager of the year
- Employee of the month
Languages
English
First Language
References
References available upon request.
Timeline
Director of Rooms
Windjammer Landing Villa Beah Resort
03.2024 - Current
Director of Front Office
Windjammer Landing Villa Beah Resort
08.2019 - 03.2024
Front Office Manager
Windjammer Landing Villa Beah Resort
08.2014 - 02.2019
Fron Office Supervisor
Windjammer Landing Villa Beah Resort
03.2010 - 08.2014
Front Desk Receptionist
Windjammer Landing Villa Beah Resort
07.2006 - 03.2010
Lobby Host
Windjammer Landing Villa Beah Resort
12.2003 - 07.2006
Food Server
Sandals Regency La Toc
06.1999 - 10.2002
A - Food & Beverage Managment
American Hotel & Lodging
CXC - Buisness
Leon Hess Comprehensive Seconday School
A - Effective Supervisory
NRDF
Similar Profiles
Sebastian FrancisSebastian Francis
Executive Head Chef at Windjammer landing Villa Beach ResortExecutive Head Chef at Windjammer landing Villa Beach Resort
Arlington Mathurin Sr.Arlington Mathurin Sr.
Manager for Beach & Pool Service (F&B) Probationary at Windjammer Landing Villa beach ResortManager for Beach & Pool Service (F&B) Probationary at Windjammer Landing Villa beach Resort
Gemar ProspereGemar Prospere
Tour Desk Operator/Guest Service Agent at Windjammer Landing Villa Beach Resort and SpaTour Desk Operator/Guest Service Agent at Windjammer Landing Villa Beach Resort and Spa