Beverly Hendfield
Providenciales
Summary
Hospitality professional with extensive experience in guest relations and customer service. Known for collaborative teamwork and achieving outstanding guest satisfaction. Adaptable to changing needs while maintaining focus on interpersonal communication and conflict resolution.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Guest Relations Manager
Beach Enclave
12.2023 - Current
- Coordinated transportation arrangements for guests, streamlining travel experiences both to and from the hotel property.
- Provided support during crisis situations or emergencies affecting guests or the hotel property itself.
- Facilitated communication between guests and management when necessary, acting as a liaison between parties during conflict resolution efforts.
- Increased overall efficiency within the department by consistently updating internal procedures based on evolving guest demands.
Reservations & Concierge Supervisor
TKCA Vacation Rentals
Grace Bay
07.2021 - 10.2023
- Delivered exceptional customer service through active listening and strong interpersonal skills.
- Communicated details of availability and pricing to customers.
- Resolved various issues and discrepancies for customers.
- Processed billing details efficiently during phone interactions.
- Guided clients through the complete booking process.
Front Desk Agent
Beaches Turks & Caicos Resort Villages & Spa
11.2017 - 05.2021
- Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Prepared weekly employee work schedules for team members.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
PBX Switchboard Operator
Beaches Turks & Caicos Resort Villages & Spa
11.2016 - 11.2017
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Collected and verified directory information, including telephone numbers, addresses and proper spelling of names.
- Monitored automated systems for placing collect calls and intervened for callers needing assistance.
Coffee Shop Attendant
Beaches Turks & Caicos Resort Villages & Spa
10.2013 - 11.2016
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Cleaned counters, machines, utensils and seating areas daily.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Cultivated ability to recall customers' names and address each by name.
Education
Bachelor Of Business Administration - Human Resources Management
Edinburgh Napier University
ScotlandSkills
- Problem-solving skills
- Verbal and written communication
- Critical thinking
- Customer Service
- Guest Complaint Resolution
- Opera System Professional
- QuickBooks
- Guest communication
Certification
- Certified Hospitality Trainer- (AHLEI)-2020
- Reservations Agent Training-(Sandals Corporation) 2019
- Customer Service (Sandals Corporation) 2015
- Professional Communication (Sandals Corporation) 2014
Additional Information
References
- Tiersa Hall- Former HR Director at the Hartling Group- +1 (954) 701-8236
- Princess Ferguson- Coffee Shop Manager-649 345-6014
- Shaveena Williams- Accountant Manager -1649-432-0911
Timeline
Assistant Guest Relations Manager
Beach Enclave
12.2023 - Current
Reservations & Concierge Supervisor
TKCA Vacation Rentals
07.2021 - 10.2023
Front Desk Agent
Beaches Turks & Caicos Resort Villages & Spa
11.2017 - 05.2021
PBX Switchboard Operator
Beaches Turks & Caicos Resort Villages & Spa
11.2016 - 11.2017
Coffee Shop Attendant
Beaches Turks & Caicos Resort Villages & Spa
10.2013 - 11.2016
Bachelor Of Business Administration - Human Resources Management
Edinburgh Napier University