Guest Services & Retail Specialist

MICHELLE BUCHANAN

Westmoreland, Jamaica 876-***-**** *******************@*****.***

PROFESSIONAL PROFILE

Customer-focused hospitality and sales professional with over 8 years of experience in guest services, retail sales, and front office operations. Proven ability to build strong customer relationships, increase sales revenue, and deliver exceptional guest experiences. Highly adaptable, reliable, and skilled at working in fast-paced environments while maintaining professionalism and efficiency. CORE COMPETENCIES

• Guest Relations & Customer Service

• Front Office Operations

• Retail & Tour Sales

• Upselling & Cross-Selling Techniques

• Cash Handling & POS Systems

• Complaint Resolution

• Inventory Management

• Telephone & Administrative Support

• Team Collaboration

• Time Management

PROFESSIONAL EXPERIENCE

Cashier – Icon Arcade (February 2026 – Present)

• Manage cash register operations and process payments for games, merchandise, and services.

• Issue and load game cards with appropriate credits and balance cash at the end of shifts.

• Provide excellent customer service by assisting guests with games, inquiries, and concerns.

• Assist customers on the arcade floor, explaining game instructions and troubleshooting minor machine issues.

• Sell prizes, stuffed toys, and other merchandise while maintaining attractive displays.

• Track inventory levels and assist with restocking merchandise and prizes.

• Maintain a clean and organized game floor environment.

• Resolve customer concerns promptly to ensure a positive guest experience. Front Office Agent – Beaches Negril (July 2024 – April 2025)

• Managed guest check-in and check-out procedures efficiently

• Resolved guest concerns professionally to ensure satisfaction

• Maintained accurate guest records using reservation systems

• Conducted courtesy calls to ensure guests were enjoying their stay

• Operated switchboard and directed calls

• Processed payments and handled cash transactions accurately Gift Shop Sales Agent – Sandals South Coast (April 2025 – August 2025)

• Assisted customers in selecting merchandise based on their needs

• Applied upselling and cross-selling techniques to increase revenue

• Processed transactions using POS systems

• Managed inventory, restocking, and stock counts

• Maintained clean and organized sales floor

• Handled cash and card payments securely

Photoshop Sales Agent – Sandals South Coast (December 2016 – July 2024)

• Promoted and sold resort photography packages

• Assisted guests in selecting photo products

• Utilized digital systems to manage guest information

• Delivered personalized service to maximize sales opportunities Water Sports & Tour Sales Agent – Nexus Tours (August 2025 – October 2025)

• Sold water sports activities and excursions

• Promoted transportation packages

• Built rapport with clients to understand travel preferences and budgets

• Resolved customer complaints to ensure satisfaction Bookstore Assistant – The Pillbox Pharmacy (June 2013 – February 2014)

• Assisted customers in locating merchandise

• Operated cash register and processed transactions

• Maintained organized shelves and stock levels

EDUCATION

Petersfield High School – Completed 2013

Mearnsville All Age School – Completed 2007

Miss Alsie Basic School – Completed 2003

CERTIFICATIONS & TRAINING

• Guest Service Gold – Making Connections

• Customer Service Training

• Body Language Basics

• Customer Culture

• City & Guilds Mathematics – Pass

• City & Guilds English Language – Merit

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