Hi, I’m
Chantal Herah
Long Bay,Providenciales
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Experienced Hospitality and Tourism leader, leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
11
years of professional experience
Work History
The Shore Club
Front Office/Rooms Division Supervisor
12.2022 - Current
Job overview
- As Front Office/Rooms Division Supervisor at The Shore Club Turks and Caicos, core responsibilities include daily operation of Front Office and Pre-Arrival and The Shore Club Private Villa Pre-Arrival;
- Assisting with implementation of new standards in Front of House, with the aim of elevating the current service to a 5-star standard;
- Oversee The Front Office Department (Front Office Agents, Concierge, Pre-Arrival, Bellmen, PBX)
- Reducing daily and weekly late Calls and no shows;
- Implemented programs to elevate Guest satisfaction;
- Commenced staff Opera training of all Front Office staff (Agents, Concierge, Bellmen and Pre-Arrival Staff);
Bequia Beach Hotel
Assistant Manager
10.2021 - 04.2022
Job overview
- As Assistant manager of Bequia Beach Hotel, responsibilities include overseeing daily operation of several departments such as Maintenance, Landscaping and Pools and Beach team with nightly operations of Restaurants;
- Some accomplishments includes:
- Created and implemented daily pool log and chemical logs for each pools (8);
- Create and implemented maintenance log and material tracking system;
- Daily interaction with guests so as to assist in elevating the Hotel's customer service score;
- Implemented Arrival maintenance checklists which includes sanitation of AC vents before new arrivals;
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Created employee schedules to align coverage with forecasted demands.
- Improved Guest satisfaction by addressing and resolving complaints promptly.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Carenage Bay Hotel Limited
Human Resources- Staff Housing Manager
10.2020 - 10.2021
Job overview
- Underneath CBHL umbrella, as the Staff Housing Manager for 3 Luxury Resort namely: Canouan Estate Resort and Villas, Mandarin Oriental- Canouan, SoHo Beach House- Canouan and 2 other Construction and Archiectural agencies, C.C.A- A construction and Maintenance Agency in Canouan and C.L.C- an Architectural and Construction Company in Canouan.I am in Charge of overseeing over 200 Housing Units in the Village in Canouan and 79 housing units on the Private estate of Canouan Estate
- Renegotiated 12 lease agreements resulting in an approximate $150,000 savings per annum making landlords responsible for major repairs
- Oversaw $200,000 renovation project to increase the standard of accommodation for employees
- Increase staff satisfaction with comfort of accommodation from 30% to 65%
- Implemented staff rental agreements and quarterly inspections to ensure accountability for misuse of property
- Negotiate rents for approximately 300 units to accommodate new hires in Executive and entry level positions
- Revamped schedules for water delivery, septic withdrawal, and vector control to avoid disturbance in service
- Introduce utility cap for accommodations resulting in over $20,000 per annum savings
- Create catalog for accommodations outlining standard setup based on 4 tier employment levels
- Product quarterly housing forecast based on hiring patterns of various organizations
- Ensured work orders are complete in a timely manner, Landlords and vendors payment are made on time, and maintain inventory for small and large appliances to replenish as needed in units
- Prepare accommodation for new arrivals on daily basis;
- Facilitated conflict resolution between tenants, promoting a positive living environment for all residents.
Sandals Grande Antigua Resort & Spa
Guest Experience Manager
06.2019 - 10.2020
Job overview
- Regularly updated front desk's and concierge books to ensure communication of important visitor information
- Scheduled deliveries of various items including flowers, gifts, and balloons and made guest reservations for spa services and dining
- Rectified volatile situations quickly through active listening and effective communication
- Briefed hotel staff and guests on security policies and procedures to promote safety and visitor Confidence
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty
- Managed transportation arrangements to and from airport and local events for guests.
- Improved operations by implementing regular training for team members
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Redesigned Guest Service daily briefing sheet to provide detailed guest information to departments
- Maintained consistent positive customer feedback.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Implemented feedback system, leading to continuous improvement of guest services based on client input.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Sandals Grande Antigua Resort & Spa
Revenue Outlet Supervisor
05.2018 - 06.2019
Job overview
- Increase revenue by creating specials on slow moving items and creating attractive displays
- Make recommendations for products to be sold based on frequent guest request
- Display products based on supplier specifications
- Produce schedules to ensure shop coverage to provide optimum customer service
- Implemented top seller reward program to motivate Sales Attendants
- Take proactive approach to potential guest service issues and dealt directly with customer queries
- Recognized by management for providing exceptional customer service
- (Supervisor of the Month of November 2018 & January 2019).
- Trained team members in successful strategies to meet operational and sales targets.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Implemented visual merchandising strategies to showcase products effectively, driving increased sales revenue.
Divi Resorts Little Bay
Guest Service Liaison
12.2015 - 09.2017
Job overview
- Reviewed arrival lists to welcome guests;
- Attended to special guests (e.g
- VIPs) such as Interval International Members and Timeshare holders and answer their inquiries;
- Prepared welcome packages and baskets;
- Provided information about amenities, area and venues and promote various services that the resort offer;
- Anticipated guest needs and build rapport with each guests;
- Offered assistance with certain tasks (e.g
- Confirming travel arrangements, online check-in)
- Addressed guest complaints and ensure that they are resolved in a timely manner
- Recorded guest complaints and their compliments daily;
- Update Management team at the weekly Manager's meeting about the various TripAdvisor's reviews and how they are affecting our performance scores.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information about hotel amenities and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Divi Resorts Little Bay
Assistant Operations Manager (trainee)
05.2013 - 08.2013
Job overview
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication
- Directed team members to provide exceptional service to all guests and vendors, maintaining professional relationship of established business
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottomline profitability
- Coached employees to work together to carry out daily functions and meet service objectives
- Assessed, optimized and elevated operations to target current and expected demands.
Divi Resorts Little Bay
Front Office Agent (trainee)
05.2013 - 08.2013
Job overview
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Participated in team meetings regularly to discuss strategies for continuous improvement in guest satisfaction levels.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Improved internal communication by relaying important information between departments on a daily basis.
- Resolved guest issues promptly, ensuring a positive stay experience.
Education
Les Roches MarbellaSpain
Executive MBA: International Hotel Management from Tourism Management
04.2025
Inter-Continental University of The CaribbeanCuracao
Bachelor of Science from Tourism Management
06.2017
University of Barcelona (CETT)Barcelona, Spain
Certificate: Ethical Studies and Gastronomy
08.2015
University of South Carolina (USC)South Carolina, USA
Certificate: Sustainable Tourism and Events Management
08.2014
Skills
- Training and mentoring
- Luxury Guest Services
- Inventory Management
- MS Office
- Customer Service
- Opera Trained
- Alice Trained
- Team Management
- Problem Resolution
- Contract review and recommendations
- Incidents management
Websites
Introduction
Experienced hotel professional with over 10 years progressive industry experience working in various countries such as Curacao, St. Maarten, Antigua & Barbuda, St. Vincent & The Grenadines and Turks and Caicos. Diverse in various parts of the operation from front-of-house to back-of-house namely, Human Resources, Sales, Operations, Housekeeping, Guest Services and Front Office. Knowledgeable in employment law, effective organizational planning, KPIs, contracts negotiations, and employee engagement. Highly competent communicator skilled in developing initiatives that can improve company profitability and growth.
Activities
- Sandals Foundation Member
- Certified Sandals Specialist- equipped with the keys to lock in the most luxurious vacations at Sandals and Beaches Resorts.
- Supervisor of the Month November 2018- Sandals Grande Antigua Resort & Spa
- Supervisor of the Month January 2019- Sandals Grande Antigua Resort & Spa
Availability
See my work availability
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Timeline
Front Office/Rooms Division Supervisor
The Shore Club
12.2022 - Current
Assistant Manager
Bequia Beach Hotel
10.2021 - 04.2022
Human Resources- Staff Housing Manager
Carenage Bay Hotel Limited
10.2020 - 10.2021
Guest Experience Manager
Sandals Grande Antigua Resort & Spa
06.2019 - 10.2020
Revenue Outlet Supervisor
Sandals Grande Antigua Resort & Spa
05.2018 - 06.2019
Guest Service Liaison
Divi Resorts Little Bay
12.2015 - 09.2017
Assistant Operations Manager (trainee)
Divi Resorts Little Bay
05.2013 - 08.2013
Front Office Agent (trainee)
Divi Resorts Little Bay
05.2013 - 08.2013
Les Roches Marbella
Executive MBA: International Hotel Management from Tourism Management
Inter-Continental University of The Caribbean
Bachelor of Science from Tourism Management
University of Barcelona (CETT)
Certificate: Ethical Studies and Gastronomy
University of South Carolina (USC)
Certificate: Sustainable Tourism and Events Management
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