Nicholas Lewis
Tacarigua
Summary
Hospitality professional with extensive expertise in guest service and operational management. Demonstrated ability to enhance guest satisfaction through effective leadership and meticulous attention to detail. Focused on driving efficiency and delivering exceptional experiences in high-pressure environments.
Overview
32
32
years of professional experience
Work History
Assistant Front Office Manager
Hyatt Regency Trinidad
Port of Spain
03.2022 - Current
- Managed daily front office operations and guest services to enhance efficiency.
- Resolved guest complaints, ensuring high satisfaction and loyalty.
- Trained and supervised staff while managing scheduling for optimal coverage.
- Utilized reservation and property management systems to streamline operations (Opera, Reserve, In-Gauge, Colleague Advantage and Evention).
- Handled financial reporting and cash management, including payroll and upsells.
- Optimized revenue through strategic pricing and upselling techniques.
- Collaborated with multiple departments to improve service delivery.
- Demonstrated strong communication and interpersonal skills to foster positive relationships.
Front Office/Guest Services Team Leader
Hyatt Regency Trinidad
Port of Spain
01.2012 - 12.2022
- Managed various responsibilities to support senior leadership and enhance operational effectiveness.
- Coached front-of-house associates to deliver efficient service and exceptional guest experiences.
- Conducted check-ins and check-outs for VIP guests, ensuring personalized attention.
- Processed payroll using JANTEK system to maintain accurate financial records.
- Responded to guest surveys to gather feedback and drive continuous improvement.
- Resolved guest issues directly to enhance satisfaction.
- Led front-of-house agents in effectively communicating hotel services and promotions.
- Evaluated staff performance to uphold service standards and encourage professional growth.
Concierge
Hyatt Regency Trinidad
01.2009 - 01.2012
- Provide information about local features such as shopping, dining, and nightlife.
- Make travel arrangements for sightseeing and other tours.
- Make dinner and other reservations for guests, and obtain tickets for events.
- Book and personally collect tickets for guests traveling to Tobago (Ferry/Air).
- Receive, store and deliver luggage and mail.
- Assist with check-ins/check-outs.
- Pick up and deliver items, or run errands for guests.
Guest Services Officer
Hyatt Regency Trinidad
01.2007 - 01.2009
- Greet guests and patrons as they arrive.
- Manage the registration process and ensure the accurate credentials are provided.
- Handle guest check-ins and check-outs appropriately and accurately.
- Answer all queries regarding the hotel’s services, charges, dining facility and directions.
- Assist with making reservations and taking telephone calls.
- Provide guest guests with directions around the hotel.
- Compute bills and process payments.
- Liaise with other departments to resolve any guest issues in a timely manner.
- Follow-up with guests to ensure stay satisfaction.
- Balance cash/credit sales at the end of the shift and generate accounting reports accurately.
Corporate Travel Consultant
Navarro’s Travel Service
01.2006 - 01.2007
Reservations/Check-in Agent
Tobago Express Limited
01.2006 - 01.2007
Reservations/Chartered Flight Agent
Lazzari & Sampson Travel Service/Avior Airlines
01.2005 - 01.2006
Reservations/Ticketing Agent
Aeropostal Alas De Venezuela
01.2001 - 01.2005
Reservations/Ticketing Agent
LIAT (1975) Limited
01.2000 - 01.2001
Senior Reservations/Ticketing Agent
Air Caribbean Limited
01.1997 - 01.2000
Office Assistant/Reservations Agent
Unlimited Travel & Tours
01.1995 - 01.1997
Trainee
Ministry of Health
01.1994 - 01.1995
Education
Leadership Management -
Hyatt Internal Leadership Training
01.2013
Supervisory Management -
The School of Business and Computer Science
01.2006
Foundation Spanish I -
College of Science Technology and Applied Arts of Trinidad & Tobago
01.2006
Diploma in Travel & Tourism -
The School of Travel & Tourism Technology
01.1994
English Language, Mathematics, Social Studies, Technical Drawing, Physics
Barataria Secondary School
01.1994
Business Management Entrepreneurship -
Youth Training & Employment Partnership Program
01.1993
Aranguez Junior Secondary School
01.1989
Don Miguel Primary School
Skills
- Customer service and support
- Concierge management
- Guest experience oversight
- Front office operations
- Payroll administration
- Team leadership
- Training and coaching
- Customer relationship management
- Leadership skills
- Interpersonal communication
- Problem analysis and solving
- Organizational skills
- Adaptability under pressure
- Hotel Opera management system
- Airline ticketing expertise
- Telephone sales proficiency
- Call center operations
- Supervisory sales reporting
- Airport duties and passenger care
- Flight checks and catering duties
- Group bookings management
- VIP reservations coordination
Hobbies and Interests
- Swimming
- Reading
- Traveling
- Outdoor activities
References
To be provided upon request.
Timeline
Assistant Front Office Manager
Hyatt Regency Trinidad
03.2022 - Current
Front Office/Guest Services Team Leader
Hyatt Regency Trinidad
01.2012 - 12.2022
Concierge
Hyatt Regency Trinidad
01.2009 - 01.2012
Guest Services Officer
Hyatt Regency Trinidad
01.2007 - 01.2009
Corporate Travel Consultant
Navarro’s Travel Service
01.2006 - 01.2007
Reservations/Check-in Agent
Tobago Express Limited
01.2006 - 01.2007
Reservations/Chartered Flight Agent
Lazzari & Sampson Travel Service/Avior Airlines
01.2005 - 01.2006
Reservations/Ticketing Agent
Aeropostal Alas De Venezuela
01.2001 - 01.2005
Reservations/Ticketing Agent
LIAT (1975) Limited
01.2000 - 01.2001
Senior Reservations/Ticketing Agent
Air Caribbean Limited
01.1997 - 01.2000
Office Assistant/Reservations Agent
Unlimited Travel & Tours
01.1995 - 01.1997
Trainee
Ministry of Health
01.1994 - 01.1995
Leadership Management -
Hyatt Internal Leadership Training
Supervisory Management -
The School of Business and Computer Science
Foundation Spanish I -
College of Science Technology and Applied Arts of Trinidad & Tobago
Diploma in Travel & Tourism -
The School of Travel & Tourism Technology
English Language, Mathematics, Social Studies, Technical Drawing, Physics
Barataria Secondary School
Business Management Entrepreneurship -
Youth Training & Employment Partnership Program
Aranguez Junior Secondary School
Don Miguel Primary School
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