JAMY E WILLIAMS
Providenciales
Summary
Dynamic Guest Relations Manager with a proven track record at Seven Stars Resort & Spa, excelling in complaint resolution and operational efficiency. Enhanced guest satisfaction through innovative service recovery strategies and staff training initiatives. Passionate about creating memorable experiences while fostering strong customer relationships and coordinating exceptional events.
Overview
27
27
years of professional experience
Work History
Guest Relations Manager
Seven Stars Resort & Spa
Grace Bay
07.2019 - Current
- Service as one of the primary point of contact for guest inquiries, concerns, and complaints, ensuring prompt and professional resolution to maintain the highest level of guest satisfaction.
- Prepare and distribute monthly account statements for perm account holders, and address any questions or discrepancies related to building in a timely manner.
- Build and maintain strong relationships with guests, including VIP’s and long-term residents, to encourage loyalty and repeat business.
- Coordinate with department heads to resolve guest service issues, improve operational efficiency, and implement service recovery strategies when needed.
- Support staff training and development initiatives to ensure all employees deliver exceptional guest experiences aligned with brand and resort standards.
- Oversee the handling of special requests, and personalized guest services to create memorable stays.
- Managed guest inquiries and resolved concerns promptly and effectively.
- Coordinated guest arrivals, ensuring smooth check-in processes and experiences.
- Trained staff on customer service best practices to elevate service quality.
- Collaborated with departments to address guest preferences and needs efficiently.
Guest Service
Coral Gardens on Grace Bay
The Bight
06.2014 - 07.2019
- Manage all aspect of Coral Gardens Rooms Division Department which includes Reception and Housekeeping.
- Performed all front office duties, greeted all hotel guest, including VIP’S, and ensured guest satisfaction.
- Increased efficiency by implementing new check-in/check-out procedures.
- Assisted in the daily running of the resort operations by handling all conditions such as minor maintenance issues, solving customer’s inquiries which meet and exceed expectation.
- Assisted in the recruitment, training and management of Guest Service staff.
- Participated in team meetings to discuss strategies for improving guest service standards.
- Trained, coached, and mentored new employees on guest service protocols.
- Coordinated daily activities of guest service team members to ensure efficient operations.
- Collaborated closely with colleagues in order to provide exceptional guest service experiences.
- Upheld hotel standards for cleanliness and guest service.
- Provided leadership to team of guest service representatives, ensuring all customer inquiries were handled in a timely and efficient manner.
Residence/Concierge Manager
The Regent Palms/ Exclusive Resorts
The Bight
02.2009 - 10.2011
- Managed all aspects of the Exclusive Resorts Residences at the Regent Palms Resorts, which included household budget, daily housekeeping, deliveries, and maintenance of the private homes.
- Responsible for all aspect of the guest experience, at the resort during and before arrival on Islands.
- Handled guest issues, challenges, and problems as they arose. Came to resolutions to exceed all guest expectations.
- Established budgets and maintained cost control to exceed financial targets while developing and implementing operational procedures in a safe working environment.
- Courteously answered inquiries and accepted reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights and increase occupancy and revenue.
- Managed guest requests and personalized services for high-profile clientele.
- Developed and maintained relationships with local vendors and service providers.
Live Leader / Manager in Training Rooms
The Ritz-Carlton Key Biscayne
Key Biscayne
05.2007 - 10.2008
- Acquired the necessary knowledge and skills needed to provide exceptional service as a leader.
- Worked, supervised, and managed the following departments: Housekeeping, Laundry, Loss Prevention, Recreation, Guest Relations, Guest Services Concierge, Front Desk, and Club, ensuring 5-star/5-diamond service and satisfaction.
- Acted as the AM and PM Housekeeping Manager; served as Night Manager and MOD for the 490-room resort.
- Ran and oversaw the Night Audit, including performing all related general office and clerical duties.
- Assisted in helping The Ritz-Carlton Key Biscayne become the most profitable resort in the company for 2007–2008.
- Performed all front office duties, greeted all hotel guests, including VIPs, and ensured guest satisfaction.
- Assisted the Executive Assistant Manager/Rooms Director in creating the 2008 departmental operating budget.
- Mentored team members, fostering a positive work environment and collaboration.
- Coached and mentored individuals on professional development goals.
Hotel Intern
The Diplomat Country Club & Spa
Hallandale Beach
06.2006 - 08.2006
- Assisted in the checking-in and checking-out process of all hotel guests, and accepted payment and credit cards.
- Answered approximately 200 calls per day in a courteous manner and directed calls to appropriate staff members with accuracy and speed.
- Prepared guest rooms including the cleaning and changing of linens and vacuuming.
- Assisted guests with check-in and check-out procedures.
- Coordinated room service orders for timely delivery.
- Supported front desk operations during peak hours.
- Maintained cleanliness and organization in public areas.
- Communicated guest requests to appropriate departments promptly.
- Processed payments using cash registers or POS systems accurately and efficiently.
Hotel Intern
The Ritz-Carlton Beach Resort
Naples
05.2005 - 07.2005
- Worked along with the sales managers learning their skills and marketing techniques.
- Assisted the guest services team in the following areas (Front Desk, Bell Desk, P.B.X, Reservations, Valet Parking, and Night Audit.
- Assisted the banquet and food & beverage teams in the following areas: working functions, seating guest, taking orders, cleaning tables.
- Assisted guests with check-in and check-out procedures.
- Coordinated room service orders for timely delivery.
- Maintained cleanliness and organization in public areas.
- Supported front desk operations during peak hours.
- Processed payments using cash registers or POS systems accurately and efficiently.
- Greeted guests upon arrival and provided them with directions or information about local attractions.
Stewarding Supervisor
Beaches Turks & Caicos Resort & Spa
Providenciales
04.1999 - 06.2003
- Supervised the cleaning of nine kitchens, prepared the department scheduled and payroll.
- Maintained an active department filing system, and performed other special projects as needed.
- Prepared banquets for service while working with a team of up to 25 other employees.
- Maintained the department storeroom, ensured the counts and the rotation of products.
- Increased productivity by stabilizing staffing level and implementing training procedures.
- Implemented cleaning schedules to maintain high hygiene standards throughout the resort.
- Coordinated maintenance and cleanliness of dining and kitchen areas effectively.
- Trained staff on sanitation standards and safe food handling procedures consistently.
- Managed inventory control systems to ensure proper supply levels for kitchen operations.
- Supervised daily operations of the stewarding team for efficient service delivery.
- Collaborated with culinary team to streamline workflow and enhance service efficiency.
- Conducted inspections of equipment and supplies to uphold safety regulations regularly.
Education
Bachelor of Science - Hotel Management
Johnson & Wales University
Miami, FL05.2007
Associate Degree - Hotel Management
Johnson & Wales University
Miami, FL08.2006
Associate Degree - Hospitality, Tourism & Travel Studies
Turks & Caicos Islands Community College
Providenciales, Turks & Caicos06.2005
Skills
- Guest service
- Complaint resolution
- Operational efficiency
- Staff training
- Effective communication
- Attention to detail
- Relationship building
- Customer relationship management
References
Available Upon Request
Awards
- Nominated for Five Star Team Award for the First Quarter 2008
- 2007 Who’s Who Among Students in American Universities & Colleges
- 2005 – 2007 National Deans List (ID#38758023-4)
- Member of Johnson & Wales University 2006 Student Leadership Team
- Servsafe Certification, National Restaurant Association 2005
- Turks & Caicos Islands Community College Internship Award 06/05
- Beaches Turks & Caicos Resort & Spa, Environmental Employee of the year 2002
Timeline
Guest Relations Manager
Seven Stars Resort & Spa
07.2019 - Current
Guest Service
Coral Gardens on Grace Bay
06.2014 - 07.2019
Residence/Concierge Manager
The Regent Palms/ Exclusive Resorts
02.2009 - 10.2011
Live Leader / Manager in Training Rooms
The Ritz-Carlton Key Biscayne
05.2007 - 10.2008
Hotel Intern
The Diplomat Country Club & Spa
06.2006 - 08.2006
Hotel Intern
The Ritz-Carlton Beach Resort
05.2005 - 07.2005
Stewarding Supervisor
Beaches Turks & Caicos Resort & Spa
04.1999 - 06.2003
Bachelor of Science - Hotel Management
Johnson & Wales University
Associate Degree - Hotel Management
Johnson & Wales University
Associate Degree - Hospitality, Tourism & Travel Studies
Turks & Caicos Islands Community College