Saint Michael, Barbados
Regional Manager – Suntours Caribbean • Oversee offices in Antigua, Barbados, St. Lucia - core business functions including operations, human resources, marketing & sales, technology, customer relations, and new business development. • Develop and implement policies, procedures, and internal controls to enhance operational efficiency and safeguard company assets. • Prepare and present annual budgets to the Board of Directors; monitor financial performance through monthly revenue and expense analysis. • Develop and implement policies, procedures, and internal controls to enhance operational efficiency and safeguard company assets. • Prepare and present annual budgets to the Board of Directors; monitor financial performance through monthly revenue and expense analysis. • Coach and mentor senior leadership to build high-performing teams; oversee recruitment, training, performance management, compensation, and employee relations initiatives. • Promote continuous improvement through structured staff development programs and performance evaluation systems. • Lead marketing and business development initiatives to increase brand awareness, secure new business, and strengthen strategic partnerships. • Manage key accounts, and maintain strong relationships with clients, suppliers, governing bodies, and industry partners. • Oversee advertising and marketing budgets, ensuring effective multi-media brand positioning. • Ensure implementation of advanced technology platforms to improve operational efficiency, reporting capabilities, and cross-regional communication.
Managed 618 rooms hotel Lead the Customer Care and Service Recovery through the construction of the Sandals Royal Resort which opened in 2017 Assist in the development and implement strategic and sophisticated Customer Care programme to ensure ongoing optimum guest satisfaction, sales potential and profitability in retention. Ensuring all on the ground complaints reported to any manager are responded to and closed in a timely manner while providing Support and coaching to Line Team Members, Supervisors, Middle Management on areas of opportunity sighted Working closely with the Rooms Division Team (Maintenance, Housekeeping, Front Desk, Concierge, Butlers) to ensure effective and efficient service is delivered consistently Manage and monitor the empowerment process by Team members, Supervisor, Managers Manage all cost associated with service recovery and budget is kept in line Analyze on property feedback (TLC’s, Loop comments, Front of House Logs), while sharing data internally to ensure shared communication and continuity is established between shifts. Analyze and monitor all Guest Services systems i.e. Medallia Concierge, Medallia Post, CRM, INFOR, Oracle systems while sharing information with the wider Management team on progress and area of opportunities required. Advisor to Managing Director, General Manager, Resort Manager and Hotel Manager and their Executives on areas requiring focus by the team on a weekly basis wherein service levels are impacted. Working closely with the Learning and Development Department on monthly Training Focus Work closely with Guest Experience Managers, Duty Managers, EHS and Zone Managers while providing support and coaching to ensure optimal Customer Care is experienced throughout the Resort. Working closely with Health and Safety Manager to ensure all reported incidents are handled ethically from a Legal Perspective Working closely with our Legal Teams on all incidents occurring Prepare, Train and monitor the Administrative Assis
Managed 180 rooms or more hotel Managed a team of a minimum of 300 employees Assist in the development and implement a strategic and sophisticated Customer Care programme to ensure ongoing optimum guest satisfaction, sales potential and profitability in retention Manage the guests’ experience through supervision of department heads in accordance to our advertisement Ensure emergency procedures are practiced and enforced to provide for the security and safety of guests and employees Establish and maintain effective employee relations including open communication with all employees Assist in selling the hotel through personal involvement with all potential or external Travel Agents through pre planned site visits Advisor to General Manager and Hotel Manager on areas requiring focus by the team on a weekly basis on areas where service levels are impacted Ensuring all on the ground complaints reported to any manager are responded to and closed in a timely manner Manage and monitor the empowerment process of Team members, Supervisor, Managers Ensure Compensation Budget is kept at a minimum Minute taking for all Heads of Department meetings Manage and Organize the Executive Office and all weekly Heads of Department meetings, Scheduling Appointments for the General Manager Made on property bookings for clients whom were already on resort and wished to return to another property Organized weekly VIP luncheons, cocktail parties. Annual Christmas parties at the Willikies Primary School, bimonthly giveaways to the Elderly in the Village where the resort is located Managed several special Community projects at the Willikies Primary School, through the Sandals Foundation which included the cleaning and maintaining upkeep of the school with the assistance of the Ministry of Education Maintenance department and our Maintenance department. Responsible for the Rooms Division team in the absence of Operations or Hotel Manager; thereby held and led meetings and ensured the preventativ