ANN-MARIE HEWEY
Devonshire,Bermuda
Summary
Extremely experience, detail and service -oriented customer care specialist with stellar customer and administrative procedures. Known for being a motivated leader with strong organizational and prioritization abilities. Core competencies include management of personnel and material resources, multitasking, fast learning, decision making, well-mannered and excellent communication skills. Highly influential, effective and flexible, offering dedication and exemplary leadership skills. Qualified with 20 years in fast-paced customer service, hospitality and health care environment.
Overview
27
27
years of professional experience
Work History
Housekeeping Office Manager
Hamilton Princess & Beachh Club
01.2022 - Current
- Assist the Director in the daily operation of the department
- Closely liaise with the Front Desk, Engineering and the Food and Beverage departments to ensure exceptional guest experiences
- Manage general office administrative activities including payroll, supplies, inventory, daily reports and maintaining proper documentation of employee personnel
- Assign daily task and overseeing staff performance on a daily basis
- Schedule and manage staff
- Lead shift communication briefings
- Lead department operations in the absence of the Executive Housekeeper and the Director
- Promptly respond to guest complaints and ensure appropriate follow up activities occur and all items are documented according to standard operating procedures
- Assist in the preparation of preventive
- Coordinate training and developed employees
- Inspect guest rooms and pubic areas to ensure quality standards
- Elevated customer satisfaction ratings by promptly resolving guest issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Assist in the development and implementation of departmental policies and procedures
Housekeeping Supervisor
Hamilton Princess & Beach Club
04.2017 - 01.2022
- Manage all personnel and sections
- Coordinate training
- Inspect guest rooms and pubic areas to ensure quality standards
- Assign daily task
- Overseeing staff performance daily
- Material management
- Inventory control
- Daily reports
- Problem solving
- Ensuring customer satisfaction
- Workflow analysis and progress improvements
Hostess
Hamilton Princess & Beach Club
03.2017 - 01.2022
- Managing the floor and flow of the restaurant
- Welcome and seat guest / provide guest with menus
- Manage the status of each table, assist servers, kitchen and managers
- Answer calls, scheduling reservations and handling of customer complaints
Dining Reservation Agent
Hamilton Princess & Beach Club
03.2017 - 01.2022
- Administrative and clerical tasks
- Reservations coordination and reservations management
- Created and design Menus, flyers, and all hotel promotion materials
- Perform other duties as assigned, requested, or deemed necessary by management
Customer Service Specialist
Telebermda International Ltd
07.2004 - 02.2018
- Supervised and managed internet cafe
- Open and closed retail store
- Proficient with administrative and clerical tasks
- Opened and maintained customer’s accounts
- Manage large volume of calls per day by addressing customer inquiries, solving problems and providing new product information
- Process daily connections and cancellations
- Data entry, invoicing, prepared end of day report, debt collection, credit card reconciliation and POS management
- Coordinate training
- Cash management
- Switch board
- Inventory control
- Program modems, Voip phones/ equipment, install equipment/ devices associated with Voip phone Test all
- Voip phone equipment and device functions
Dietary Aide
King Edward Memorial Hospital
11.2003 - 03.2016
Customer Service Agent -Team Leader
DHL
01.2002 - 12.2003
Assistant
Newstead Hotel - Rock Fish Grill
12.1998 - 11.2002
Education
Hospitality Management
Cornell University
New York02.2019
Phlebotomy
The Manhattan Institute
New York Bookkeeping & Accounting 1 - Business Management
Bermuda College
BermudaHigh School Diploma -
Jose Marti Technical High School
JamaicaBSSC -
Whitney Institute
Skills
- Effective leadership and managerial skills
- Exceptional problem-solving
- Extremely organizational with critical thinking skills
- Inventory control
- Proficient with administrative and clerical tasks
- Outstanding customer service
- Communication, superlative written and verbal skills
- Reservations coordination and reservations management
- Data management
- Strong client relations
- Ability to multitask and prioritize
- Trusted key holder
- Cash management
- POS system expert / Hotel Management software, HotSOS, Opera / Property management
- Quick leaner and dedicated teamPlayer
- Medical and Kitchen terminology knowledge
Timeline
Housekeeping Office Manager
Hamilton Princess & Beachh Club
01.2022 - Current
Housekeeping Supervisor
Hamilton Princess & Beach Club
04.2017 - 01.2022
Hostess
Hamilton Princess & Beach Club
03.2017 - 01.2022
Dining Reservation Agent
Hamilton Princess & Beach Club
03.2017 - 01.2022
Customer Service Specialist
Telebermda International Ltd
07.2004 - 02.2018
Dietary Aide
King Edward Memorial Hospital
11.2003 - 03.2016
Customer Service Agent -Team Leader
DHL
01.2002 - 12.2003
Assistant
Newstead Hotel - Rock Fish Grill
12.1998 - 11.2002
Hospitality Management
Cornell University
Phlebotomy
The Manhattan Institute
Bookkeeping & Accounting 1 - Business Management
Bermuda College
High School Diploma -
Jose Marti Technical High School
BSSC -
Whitney Institute