Michael Hamlet
Cozumel
Summary
Proven leader in hospitality, notably at Secrets Aura, with a track record of enhancing guest satisfaction and streamlining operations. Expert in team building and exceptional communication, I've significantly improved service delivery by mentoring staff and leveraging concierge services understanding. Achieved notable increase in bookings and guest loyalty through innovative promotional strategies and VIP service management.
Overview
11
11
years of professional experience
Work History
Concierge Assistant Supervisor
Secrets Aura, Dreams Cozumel, Suncape Sabor Cozume
01.2024 - Current
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Implemented and developed ticketing support and phone systems.
- Conducted competitive research to understand best practices and potential differentiators.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Contributed to the development of promotional materials showcasing hotel amenities, resulting in an increase in bookings during off-peak seasons.
- Assisted in organizing special events for hotel guests, leading to memorable experiences and increased guest loyalty.
- Streamlined front desk operations for increased efficiency with effective communication and coordination among staff members.
- Maintained a welcoming atmosphere in the lobby area, contributing to positive guest experiences.
- Supported supervisors in implementing new procedures and policies for optimal concierge services and staff productivity.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues professionally.
- Assisted colleagues during peak periods by stepping into various roles as needed to maintain a high level of guest satisfaction.
- Payroll Review
Weekly check in and check out of the employees assigned to the concierge and bell boys team. - Continuous training
Every day of the week an operative practice is done to always have the standards clear and well applied. - VIP Service
I am in charge of taking care of any guest that is considered important in the properties and I am practically the person who is in charge of everything for them.
Concierge Supervisor
Atielier
06.2022 - 10.2023
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Provided exceptional assistance to VIP guests, managing unique requests and exceeding expectations consistently.
- Ensured compliance with company policies, industry standards, and local regulations within the concierge department at all times.
- Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
- Facilitated smooth check-in/check-out processes by coordinating closely with the front desk team and other departments as needed.
- Leveraged knowledge of local attractions to create customized itineraries that catered to diverse interests of hotel guests.
- Reduced guest complaints with proactive problem-solving and timely communication.
- Collaborated with hotel departments to ensure seamless service delivery for all guests.
- Continuously monitored market trends to identify potential opportunities for enhancing hotel offerings or updating existing services based on demand shifts and preferences among clientele.
- Contributed to the hotel''s revenue growth by successfully upselling premium services, partnering with local businesses, and coordinating special events for guests.
Front Desk Supervisor
Desiree
10.2021 - 12.2022
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Education
High School Diploma -
07.2016
Skills
- Team building proficiency
- Exceptional communication
- Staff Training and Development
- Task Delegation
- Transportation Coordination
- Guest Relations Management
- Reservation Management
- Vendor negotiation
- Tourism industry awareness
- Concierge services understanding
- Property Management
- Guest Relations
- Personal Assistance
- Customer Service
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Clear Communication
- Guest experiences
- Training and mentoring
- Team building
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Certification
- Certified Concierge, Secrets - 2020
- Front desk Training - 2021
- CPM - Certified Professional Manager
- Sales Manager Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
Insiste
Microsoft World
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteTimeline
Concierge Assistant Supervisor - Secrets Aura, Dreams Cozumel, Suncape Sabor Cozume
01.2024 - Current
Concierge Supervisor - Atielier
06.2022 - 10.2023
Front Desk Supervisor - Desiree
10.2021 - 12.2022
Tec. De Cancun - High School Diploma,
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