Administrative Support & Guest Services Specialist
Resume:
RESUME
Roshaun Jones
Lot *** Rosemount Crescent
Montego Bay, St. James, Jamaica
Telephone: 876-***-****
Email:****************@*****.***
PROFESSIONAL SUMMARY
Customer-focused hospitality and service professional with over 7 years’ experience in guest relations, reservations, front desk operations, and sales support. Proven ability to handle high-volume customer interactions, manage guest issues, process payments, and ensure a smooth and memorable experience. Strong multitasker with excellent communication, organizational, and problem-solving skills.
CORE SKILLS
• Customer Service & Guest Relations
• Front Desk Operations
• Reservations & Sales
• Call Centre Operations
• Cash Handling & POS Systems
• Administrative & Reception Support
• Communication & Conflict Resolution
• Recordkeeping & Database Management
• Tour & Transportation Booking
• Time Management
PROFESSIONAL EXPERIENCE
Jewel Grande Montego Bay Resort & Spa — Telephone Operator / Front Desk Agent / Concierge
May 2023 –
• Check in and check out guests, manage late check-out requests, and ensure a smooth arrival/departure experience.
• Communicate VIP arrivals and flagged guests to relevant departments.
• Record all guest requests, concerns, and complaints; coordinate follow-ups with appropriate personnel.
• Book tours, transportation, room décor, and arrange special celebration requests.
• Run daily arrival/departure reports; verify accuracy and identify special requests.
• Block rooms for VIP guests, groups, and special arrangements.
• Answer calls professionally using standardized communication etiquette; transfer calls, take messages, and provide accurate information.
Conduent – Royal Caribbean International — Sales & Service Representative / Reservations Agent
August 2018 – September 2022
• Assisted customers in selecting suitable travel options based on budget and preferences.
• Processed reservations, payments, and confirmation details.
• Provided travel recommendations, local attraction guidance, and itinerary support.
• Resolved reservation issues, payment concerns, and customer service escalations.
• Checked availability for accommodations and transportation.
Conduent (Delta Account) — Reservation Sales Agent
May 2018 – August 2018
• Managed complex customer issues related to flight reservations and travel plans.
• Checked in passengers for domestic and international travel; verified required travel documents.
Drugs Marts Pharmacy — Cashier / Customer Service Representative/Pharmacy Technician
March 2017 – December 2017
• Handled POS transactions including cash, credit, and refunds.
• Assisted customers with product inquiries and directed them to items in-store.
• Provided friendly and professional customer service.
Teleperformance — Reservation Sales Agent
2016 – 2017
• Assisted customers with travel planning, reservations, and budgeting options.
• Processed bookings, payments, and confirmation details.
• Suggested local attractions and points of interest.
• Resolved booking issues and travel-related concerns.
Johnny's Transmission Center — Receptionist
2015 – 2016
• Managed phone lines and front desk operations.
• Maintained databases, records, and filing systems.
• Provided customer service and administrative support.
• Scheduled appointments and maintained calendars.
Calty’s Green Grocery — Cashier (Part-Time)
2014 – 2015
• Processed customer transactions and issued change, receipts, and refunds.
• Balanced cash drawer at the beginning and end of shifts.
• Greeted customers and promoted new products or services.
EDUCATION
Western Educational Center — 2015–2016
Irwin High School — 2010–2015
EXAM QUALIFICATIONS
• Mathematics – Grade III
• English Language – Grade II
• Biology – Grade II
• Physics – Grade III
• Human & Social Biology – Grade II
• Social Studies – Grade III
• Principles of Accounts – Pending
REFERENCES
Alexander Scarlet – Former Employer — 876-***-****
Nickayla Stephens – Former Employer — 876-***-****
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