Front Office Quality Assurance

Ian Malcolm

Jamaica +1-876-***-**** ***************@*****.***

LinkedIn: www.linkedin.com/in/ian-m-clssbb--34613523b Professional Summary

Results-driven Hospitality and Tourism Management professional with 8+ years’ experience in hotel operations, B2B tourism sales, and multi-site operations leadership. Proven ability to enhance guest satisfaction, streamline administrative systems, and increase revenue through data-informed strategies. Certified Lean Six Sigma Black Belt with a strong foundation in front office management, reservations, sales development, and team coaching. Core Skills & Competencies

• Hospitality & Tourism Operations

• Guest Relations & Satisfaction (CSAT, NPS)

• Sales & Revenue Growth (B2B/B2C)

• Hotel Front Office Management

• CRM Systems: Pipedrive, Notion, Salesforce

• Event Coordination & Itinerary Planning

• SOP Development & Quality Assurance

• Reservation Management & Upselling

• Lean Six Sigma Process Optimization

• Leadership & Staff Development

• Strategic Partnerships & Account Onboarding

• Customer Retention & Loyalty Programs

Professional Experience

Excursion & Watersports Supervisor (Tourism)

Nexus Tours – Trelawny & Negril Nov 2024 – Jun 2025

• Increased monthly tour bookings by 38% through targeted promotional sales strategies.

• Led a team of 12+ cross-property sales and watersports agents; optimized schedules to improve coverage and response time.

• Strengthened B2B partnerships with hotel stakeholders and improved VIP guest engagement.

• Contributed to a 10% boost in guest satisfaction (CSAT) scores. Executive Admin Manager (Tourism)

Expert Active LLC – Remote (Waldorf Astoria, CA) Oct 2023 – Mar 2024

• Coordinated C-level calendars, travel logistics, and partner communications.

• Onboarded key hospitality accounts including Hyatt and Hilton through high-touch service delivery.

• Developed and documented company SOPs using Notion and PipeDrive, improving operational visibility by 35%.

Branch Area Sales Manager (Optical Sales)

Unicomer Group – Jamaica Aug 2023 – Nov 2024

• Managed 2 retail locations; exceeded monthly sales targets by 15% on average and 17 million dollar net profit for the 1st year. Awarded Branch Of Year.

• Improved employee retention by implementing internal development programs and team incentives.

• Conducted audits to ensure compliance with risk and safety protocols, maintaining 100% audit scores.

Sales, Marketing & Admin Manager (Luxury Tourism)

RMC Luxury Yachting LTD Aug 2022 – Mar 2023

• Oversaw a $24M JMD fleet expansion project including procurement, branding, and launch.

• Designed and executed full-service digital marketing campaigns that increased online inquiries by 42%.

• Developed CRM workflows to streamline lead follow-ups and improved conversion rate by 18%.

Senior Operations Supervisor (Reservations)

Concentrix LLC Sep 2020 – Jan 2023

• Led a 17+- person team for the Enterprise Holdings reservation account.

• Increased SLA adherence from 85% to 97% through targeted performance coaching and quality reviews.

• Produced actionable weekly reports leading to a 12% improvement in call resolution time.

Branch Operations Supervisor (Optical Retail)

Eyeland Eyewear – Montego Bay Nov 2018 – Aug2020

• Achieved 45% revenue growth in 4 months through team development and customer service initiatives.

• Maintained 98% client satisfaction rate and supported upsell campaigns for premium product lines.

• Reduced operational inefficiencies and improved branch KPI tracking. Front Desk & Guest Services Team Lead

MeliaP Hotels International 2015 – 2018

• Supervised front desk operations, guest check-in/out, concierge, and escalated issue resolution.

• Trained and coached new agents on upselling techniques and property knowledge.

• Contributed to loyalty program sign-ups increasing by 30% year-over-year. Education & Certifications

• Master’s in Hotel Management & Tourism – Universidad Isabel I (2023–2024)

• Diploma in NLP & Executive Coaching – Universidad Isabel I (2023–2024)

• Certified Lean Six Sigma Black Belt – Six Sigma Amsterdam Academy (2024)

• Certified Agile Project Management Expert – Six Sigma Amsterdam Academy (2025)

• Certificate in Tourism & Hospitality Management – Florida Atlantic University (2020)

• Level 3 Diploma in Customer Service Supervision – H.E.A.R.T Trust NTA (2021) Languages

• English: Native

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