Erica M. Bosch-Bone
Bodden Town
Summary
Experienced, goal-oriented, adaptable Guest Services Manager with proven success in coordinating exceptional customer services for high-net-worth clients with luxury vacations. Demonstrates expertise in delivering top-quality hospitality services to exceed guest expectations and promote brand loyalty by utilizing great communication and emotional intelligence skills. Successful in conflict resolution, problem-solving, and attention to detail. Adept at leading and collaborating with teams to ensure smooth operations with solid administrative & financial abilities. Proficient in data analysis, various computer skills, creativity, collaboration, and event planning. Recognized with multiple career promotions & achievement awards.
Overview
10
10
years of professional experience
Work History
Guest Services Manager
Grand Cayman Villas
05.2024 - Current
- Promoted within 7 months of joining the team from Concierge to Guest Services Manager.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Boosted revenue with strategic upselling of watersports equipment, transportation services, and charters catered to our guests.
- Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
Destination Planner & Concierge
Inspirato Luxury Vacation Club
11.2022 - Current
- Oversees and manages concierge services responsibly, providing to high-net-worth clients for both Grand Cayman & newest destination at St Kitts
- Ensures client requests and needs are met to the highest standard, providing personalized, exceptional consultative skills and expert guest relations abilities for services regarding transportation, dining, entertainment, local attractions, sports & social activities
- Ensures exceptional service delivery in the planning and execution of vacation destinations utilizing amicable, persuasive communication skills
- Coordinates and fulfills client requests for up to 15 families during any given time, ensuring a seamless process and accurate completion of vacation plans
- Handles check-ins, prepares welcome guests packages, personal shopping, and other time-saving support for VIP guests; checks properties, (handles any maintenance building issues) to ensure a safe welcoming experience building exceptional public relations
- Collaborates with team members providing support backup coverage to maintain the continuous integrity of guests' concierge services
- Effectively develops and maintains relationships with vendors and service providers to meet client needs
Bar & Grill Restaurant Manager
The Bird Bar & Restaurant
10.2020 - 10.2022
- Developed weekly work schedule to meet business demands; inspected restaurant equipment, and identified maintenance issues
- Worked to support superior service delivery serving and conversing with guests to fulfill orders, ensuring overall customer satisfaction
- Promoted to Manager, entrusted to enter all cash outs into Excel program and handling all monies/drops to the bank
- Actively bartending daily food/drink orders to encourage residual business while managing all customer financial transactions, upselling products to generate profits
- Managed financial opening and closing of cash drawers for both day and end shifts, credit cards, & gift cards; stocked all bar products for quality assurance & accountability purposes
- Managed as a team-player to ensure best business outcomes
Admin Assistant 2nd Direct Report to Establishment Owner
Calico Jacks Bar & Grill
05.2015 - 03.2022
- Managed admin of financial transaction receipts for profitability (upwards to $15,000 daily), as day opener and bartender offering outstanding patron services
- Responsible as closer for the entire establishment to ensure loss prevention
- Team player- participated in monthly meetings, supported team members, and remained shift flexible to provide best business practices & great customer service to all patrons
Education
MBA - Business
International College of Cayman Islands
Grand Cayman, Cayman Islands05-2025
Bachelor of Science - Business Administration
International College of Cayman Islands
02.2022
Associate in Arts -
St. Petersburg College
01.2014
Skills
- Time Management
- Concierge Management
- Hospitality Services
- Conflict Resolution
- Problem-solving
- Attention to Details
- Solid Communication Skills
- Data Market Research
- Google & Excel Proficient
- Emotional Intelligence
- Financial Planning
- Admin Management
Timeline
Guest Services Manager
Grand Cayman Villas
05.2024 - Current
Destination Planner & Concierge
Inspirato Luxury Vacation Club
11.2022 - Current
Bar & Grill Restaurant Manager
The Bird Bar & Restaurant
10.2020 - 10.2022
Admin Assistant 2nd Direct Report to Establishment Owner
Calico Jacks Bar & Grill
05.2015 - 03.2022
Bachelor of Science - Business Administration
International College of Cayman Islands
Associate in Arts -
St. Petersburg College
MBA - Business
International College of Cayman Islands
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