Customer Service, Sales, Marketing, Hospitality

Victoria Camara Darling

Yamacraw Drive New Providence, The Bahamas 242-***-**** ***********@*****.***

Fully vaccinated for Covid-19

Education

Mount Saint Vincent University 2008 - 2013

Bachelor of Tourism and Hospitality Management (Co-operative Education) Halifax, NS

Undergraduate Completion

Cedarbridge Academy 2004 - 2008

High School Completion (Grade 12) Devonshire, Bermuda

Work Experience

Front Office Administrator August 2019 – December 2020

Royal Palms Hotel Hamilton, Bermuda

Coordinated and managed all office activities including bookkeeping, answering local and international calls, email correspondence, overseeing purchase orders and night audit

Responsible for all front desk and concierge duties including check-in and check-out process, billing settlements, booking travel and reservations, while managing daily housekeeping and maintenance assignments

Ran overall hotel operations in the absence of the General Manager

Sales Manager and Hospitality Liaison April 2016 – August 2019

Luxury Gifts Bermuda Hamilton, BDA

Participated in the preparation, opening and daily operations of (5) new retail locations within (3) luxury resorts

Responsible for all customer relationships including resolving and following up with customer complaints as hospitality liaison

Responsible for vendor relationships, payment process and managing inventories for all local and consignment accounts

Merchandiser Supervisor September 2015 – April 2016

Butterfield & Vallis (Consumer Products Division) Devonshire, BDA

Trained and assigned merchandisers their duties, while reviewing work to achieve proper merchandising according to company and store standards

Established and maintained an effective level of communication and coordination between merchandisers, store managers, sales managers and delivery team

Participated in monthly sales meetings with sales managers, vice president and general manger

Conducted recruitment interviews and completed performance appraisals

Housekeeping Supervisor (Part time) February – August 2015

Rosewood Bermuda Hamilton Parish, BDA

Assigned workers their duties, inspected work to manage proper cleanliness and set-up according to standards while ensuring rooms are cleaned in relationship to the time

Received training in all areas of the housekeeping department, including public areas, room attendant, housekeeping coordinator, mini bar and houseman

Created a new and improved room attendant service sequence

Lead and participated in monthly linen inventory count

Front Desk Supervisor November 2013 – August 2015

Rosewood Bermuda Hamilton Parish, BDA

Participated in the managing, overseeing and training the front desk personnel

Managed general operation of the FOH when the director of rooms or front desk manager was not present, including front desk, concierge, PBX, reservations and bell staff

Assisted front desk managers in room blocking, third party reservations, leading executive meetings and creating small group resumes

Scheduled, assigned daily work, lead pre-shift meetings, informed and trained team members

Beach Club Supervisor April – November 2013

Rosewood Bermuda Hamilton Parish, BDA

Directed a team to set up, pack up, and proactively aid all guests using the equipment on the beach each day

Assisted coordinating the set-up of the beach and resort at the start of the season and the pack down of the resort at the end of the season

Trained, motivated and appraised the beach team to ensure the highest levels of standards

Assistant to the Director of Engineering (Co-op III) May – August 2011

Elbow Beach Bermuda Resort and Spa, Mandarin Oriental Paget, BDA

Answered phone calls while maintained the number of work orders and distributed them to the correct duty engineer

Assisted in creating a database using Microsoft Access to record all electrical, water and oil meter readings for the resort

Assisted in the removal and exchange of cable equipment and DVDs

Concierge Agent (Co-op II) April – August 2010

Elbow Beach Bermuda Resort and Spa, Mandarin Oriental Paget, BDA

Provided customer service arranging flights, transportation to and from the airport, hired chauffeur cars, organized tours of the city and all the tourist sites of Bermuda, etc.

Recommended and booked restaurant reservations and golf tee times

Organized private shopping, flowers, courier services and mobile phone hire

Guest Relations Co-ordinator (Co-op I) April – August 2009

Elbow Beach Bermuda Resort and Spa, Mandarin Oriental Paget, BDA

Entered guest comments and preferences into guest profiles

Assigned and monitored all appropriate welcome amenities ensuring preferences and special occasions were noted

Prior to the arrival of a VIP guest, conducted meaningful research via the internet, magazines or newspapers to create VIP profiles

Monitored and administered Guest History Incentive programme

Skills

Programming languages and software: Microsoft Office, OPERA, RoomMaster, Go Concierge, Maître D, Spiceworks, JONAS, Birchstreet, NCR Silver, Maintenance Connect and Quickbooks

Working knowledge of Spanish and Portuguese (written and oral)

Analyzed and resolved problems in a professional manner

Worked under strict deadlines and guidelines with minimal supervision

Related Course Work and Associations

Email and Newsletter Marketing Foundations, LinkedIn Learning 2021

Learning Asana, LinkedIn Learning 2021

Mailchimp Essential Training, LinkedIn Learning 2021

Personal Concierge Certificate, IAP Career College, 2020

Harvard Manage Mentor, 2015

IAPO International Association of Professional Personal Concierges

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