- Swimming
- Reading
- Traveling
- Pet sitting
- Family Picnics
- Outdoor activities/ Site Seeing
Hethlyn A. A. St. Claire
Beeston
Summary
Guest services supervisor and care support worker with a proven track record in enhancing customer satisfaction and team performance. Demonstrated ability to quickly adapt to new environments and processes while maintaining a focus on service excellence. Committed to contributing to a customer-centric team at a leading organization.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Support Work Assistant Practitioner
Clayfield's House
Stapleford, Nottingham
03.2023 - 10.2026
- Addressed concerns of young people by listening attentively and providing support. and escalated major issues to Shift Leader and Duty Manager.
- Resolved complaints through calm communication and effective problem-solving.
- Collaborated daily with team members to achieve target results.
- Picked up additional tasks to aid team success and ensure unit is safe and secure.
- Maintained clean, safe working environments to minimise risks and enhance well-being.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Developed excellent working knowledge of industry trends and improvements in processes.
Assistant Carer
TuVida
Sherwood, Nottingham
08.2021 - 12.2022
- Helped clients with daily care duties such as bathing, dressing and toileting.
- Assisted patients with feeding, drinking, and administering medication to ensure proper care and comfort.
- Supported high-care clients during mealtimes by offering feeding assistance.
- Provided companionship by actively listening and engaging in meaningful conversations to alleviate feelings of loneliness.
- Promoted client mental health through engaging activities and conversation. with reading, games and activities.
- Accompanied clients to appointments, social events, and outings, providing support and assistance.
- Maintained confidentiality and privacy, respecting clients' rights and personal preferences.
- Cultivated strong relationships with families and clients by delivering compassionate, helpful service tailored to individual needs.
- Kept spaces clean and organised, handling linens, clothes washing and basic housekeeping.
- Maintained detailed health records to report on progress or decline.
- Participated in training sessions and workshops to stay informed about current practices in personal care.
GUEST SERVICES SUPERVISOR
Zemi Beach Hotel & Spa/ Hilton LXR
Shoal Bay Beach
02.2020 - 01.2021
- Managed front office operations, leading greeters, bellmen, and concierges to deliver exceptional guest experiences
- Coordinated check-ins and check-outs, ensuring smooth and efficient guest transitions
- Processed guest charges and payments accurately at front desk
- Assisted guests in organising excursions, travel plans, and dining arrangements to enhance their stay
GUEST SERVICES SUPERVISOR
CuisinArt Golf Resort & Spa
Rendezvous Bay
07.2018 - 08.2019
- Provided excellent customer service to generate a loyal clientele with guests.
- Addressed guests' inquiries, solving problems and providing accurate product information.
- Handled guests' questions and concerns promptly, professionally and courteously.
- Politely assist guests/customers in person, via telephone and email.
- Welcomed visitors, ensuring a positive first impression for VIPs and vendors..
- Facilitated customer service training to improve team performance and guest interaction..
- Oversaw greeter and concierge team to maintain compliance with resort standards and enhance guest satisfaction.
- Organised and confirmed guests' requests for dinners, car rentals, private excursions, and other services to ensure seamless experiences.
- Checked and confirmed daily dinner reservations for accuracy and guest needs..
- Prepared and sent daily dinner reminders to guests through ALICE via email.
- Prepared and emailed itineraries to guests to enhance their arrival experience..
- Created tickets in ALICE for all guests' requests.
- Billed to guests' rooms for private excursions, ground transfers, doctor visits, flowers, amenities etc.
- Participated in meetings with managers to align on operational strategies..
- Communicated updates to team regarding changes in services and pricing. within the resort services, pricings, policies etc.
- Prepare vendors' invoices for payment.
SALES & MARKETING SUPERVISOR/ INSPIRATO DESTINATION PLANNER
CuisinArt Golf Resort & Spa
Rendezvous Bay
01.2017 - 12.2018
- Coordinated travel planning for Inspirato guests, ensuring alignment with individual preferences.
- Managed and arranged all site inspection bookings to facilitate seamless visits.
- Conducting site inspections for weddings & receptions, ceremonies etc.
- Conducting site inspections with Travel Agents & Tour Operators.
- Complete all site inspection reports
- Complete guests' itineraries.
- Collaborated with management in operational meetings to improve room service processes.
- Coordinated and validated all guests' requests for timely fulfilment.
- Ability to effectively present information and respond to questions from managers, employees, members and the general public
- Streamlined information transfer to Heads of Departments for improved operational communication.
CUISINE CONCIERGE/ FOOD & BEVERAGE
CuisinArt Golf Resort & Spa
Rendezvous Bay
01.2015 - 12.2017
- Day-to-day managing of all on-property restaurants bookings.
- Direct contact for all restaurant queries and bookings.
- Selling the various restaurants on-site (maximising the covers and revenues in all)
- Developed direct mail campaigns to promote restaurant image and awareness, maximising covers and revenues during peak arrival periods.
- Cultivated strong connections with existing clients, enhancing service delivery and increasing client satisfaction.
- Created and maintained reports on restaurant covers to monitor performance and inform operational decisions.
- Full knowledge and understanding of the various restaurants' outlets.
- Maintain a clear line of communication with the Director of F & B and the Management Team.
- Contributed to discussions in managers and rooms operations meetings to ensure smooth communication and collaboration.
- Ability to effectively present information and respond to questions from managers, employees, members and the general public
- Answer the phone promptly and use the guest's name throughout the phone conversation; operate phone systems accurately and efficiently
- Established an effective sales cycle for key customers.
PORT GREETER / CONCIERGE AGENT
CuisinArt Golf Resort & Spa
Rendezvous Bay
01.2011 - 12.2015
- Welcomed guests to ensure a pleasant arrival experience at Sea and Air ports.
- Assisted guests in person, via telephone, and email to address inquiries and provide personalised service.
- Completed and confirmed all guest requests for on and off-property activities, enhancing guest satisfaction.
- Organised all guests' arrival and departure transfers.
- Reconfirm all boat and ground transfers for arrivals and departures.
- Managed incoming and outgoing calls to ensure timely guest communication.
- Maintain a clear line of communication with Front Desk, Concierge & Concierge Manager.
FRONT DESK AGENT
Anguilla Great House
Rendezvous Bay
01.2005 - 12.2009
- Managed guest check-in and check-out processes.
- Politely assisted guests/customers in person, via telephone and email.
- Answered phone promptly, using guest's name for personalised service while operating phone system accurately and efficiently.
- Facilitated email correspondence to enhance guest relations and ensure timely responses.
- Organised and reconfirmed ground transfers for guests, ensuring seamless travel arrangements.
- Recorded and processed guests' incidental charges to their rooms.
- Prepared arrival and departure charts.
SPA RECEPTIONIST
Fort Young Hotel
Bay Front, Commonwealth of Dominica
01.2003 - 12.2005
- Managed and reconfirmed bookings for spa treatments, ensuring optimal scheduling and guest satisfaction.
- Handled guests' questions and concerns promptly, professionally and courteously.
- Assisted in spa operations, adapting to management needs to ensure seamless service delivery.
- Answer the phone promptly and use the guest's name throughout the phone conversation; operate phone system accurately and efficiently
- Maintain a clean, safe, fully stocked and well-organized work area.
- Ensure adequate stock of supplies and equipment; inform management when stock is low.
- Properly open and close spa each day according to Standard Operating Procedures.
- Cultivated strong relationships with returning guests by personalising interactions.
- Executed retail consultant duties, enhancing customer satisfaction and driving sales.
- Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.
- Promoted team morale by maintaining an optimistic outlook and encouraging collaboration.
- Safeguarded sensitive information to uphold trust and compliance with company standards.
- Maintain a Spa Desk Bank.
Education
GCSEs - English
Nottingham College
Nottingham08-2026
NVQ Level 3 - Health and Social Care Level 3 Diploma
Health & Fitness
London, ENG01-2025
High school or equivalent -
Portsmouth Secondary School
Commonwealth of Dominica01-1999
Skills
- Proficiency in HMS
- Proficiency in SMS
- Proficiency in Opera
- Proficiency in Alice
- Proficiency in ProSolutions
- Proficiency in Book4Time
- Proficiency in Skedda
- Proficiency in Bee app
- Proficiency in ACP app
- Five-star hotel experience
- Concierge expertise
- Front desk operations
- Customer service excellence
- Client support strategies
- Problem resolution
- Client engagement initiatives
- Effective communication
- Team leadership
- Team collaboration
- Time management skills
- Creative thinking
- Health and safety knowledge
- Spa industry experience
- Documentation management skills
- Computer literacy
- Positive attitude
- Resilience under pressure
- People-centred approach
- Fluent English speaker
- Team collaboration
Certification
- Quality Customer Care Service
- Effective Leadership in Hospitality Industry
- First AID - CPR & AED
- Care Support Work (Safeguarding Adults & Children etc.)
- Level 3 NVQ - Health and Social Care (Distinction)
- GCSE English
Interests
Timeline
Support Work Assistant Practitioner
Clayfield's House
03.2023 - 10.2026
Assistant Carer
TuVida
08.2021 - 12.2022
GUEST SERVICES SUPERVISOR
Zemi Beach Hotel & Spa/ Hilton LXR
02.2020 - 01.2021
GUEST SERVICES SUPERVISOR
CuisinArt Golf Resort & Spa
07.2018 - 08.2019
SALES & MARKETING SUPERVISOR/ INSPIRATO DESTINATION PLANNER
CuisinArt Golf Resort & Spa
01.2017 - 12.2018
CUISINE CONCIERGE/ FOOD & BEVERAGE
CuisinArt Golf Resort & Spa
01.2015 - 12.2017
PORT GREETER / CONCIERGE AGENT
CuisinArt Golf Resort & Spa
01.2011 - 12.2015
FRONT DESK AGENT
Anguilla Great House
01.2005 - 12.2009
SPA RECEPTIONIST
Fort Young Hotel
01.2003 - 12.2005
GCSEs - English
Nottingham College
NVQ Level 3 - Health and Social Care Level 3 Diploma
Health & Fitness
High school or equivalent -
Portsmouth Secondary School