Ashley Taina Lucien
Santo Domingo
Summary
Dynamic Guest Service Manager with a proven track record at Modera Car Rental, excelling in customer satisfaction and complaint resolution. Skilled in payment processing and reservation management, I fostered loyalty through exceptional service, enhancing guest experiences and driving repeat business. Committed to continuous improvement and team development.
Knowledgeable Customer Service with solid background in guest services. Successfully addressed customer inquiries and resolved issues to enhance guest satisfaction. Demonstrated strong problem-solving abilities and effective communication skills.
Overview
14
14
years of professional experience
Work History
Guest Service Representative
Calypso Beach Hotel
12.2023 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Guest Service Manager
Modera Car Rental & Zezgo
01.2020 - 06.2023
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Sales Manager
Electricity Department of Haiti (EDH)
09.2011 - 09.2020
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Education
Bachelor of Arts - Marketing Management And Research
Center of Managment And Productivity
Delmas, Haiti06-2018
Associate of Arts - Ticketing And Tourisme
Business Institute International
Delmas, Haiti05-2013
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Payment processing
- Financial transactions
- Basic accounting
- Reservation management system
- Services and amenities promotion
- Hotel software expertise
- Event planning
- Reservation management
Languages
French
Advanced (C1)
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Guest Service Representative
Calypso Beach Hotel
12.2023 - Current
Guest Service Manager
Modera Car Rental & Zezgo
01.2020 - 06.2023
Sales Manager
Electricity Department of Haiti (EDH)
09.2011 - 09.2020
Bachelor of Arts - Marketing Management And Research
Center of Managment And Productivity
Associate of Arts - Ticketing And Tourisme
Business Institute International
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