Shannel Paul

Dynamic hospitality and operations leader with extensive management experience across cruise lines, luxury resorts, hotels, and tourism operations. Proven expertise in leading multicultural teams, optimizing operational performance, driving guest satisfaction, and delivering exceptional service standards in fast-paced environments. Strong background in strategic planning, financial oversight, guest experience management, compliance, and team development.

Recognized for strong leadership, operational efficiency, and the ability to manage high-volume guest operations while maintaining premium brand standards.

Receptionist - Oceania Cruises

(2025-08)

• Deliver exceptional guest service by managing inquiries, resolving complaints, and ensuring timely follow-up to maintain high guest satisfaction scores.
• Oversee front desk operations including guest check-in/check-out, reservations, telephone operations, and administrative support.
• Process financial transactions, manage guest accounts, handle currency exchange, and resolve billing discrepancies accurately.
• Support onboarding, mentoring, and training of new team members to ensure adherence to company standards and procedures.
• Maintain compliance with maritime safety regulations, company policies, and environmental standards.
• Collaborate with multiple departments to ensure seamless guest experiences and operational efficiency.

Hotel Manager - Prestige Suites

(2024-10 - 2025-06)

• Directed all daily hotel operations to ensure exceptional guest experiences and operational excellence.
• Managed front office operations, reservations, financial reporting, and revenue control procedures.
• Led recruitment, training, scheduling, and performance management initiatives for hotel staff.
• Developed and implemented marketing and social media strategies to increase occupancy and strengthen brand visibility.
• Controlled operational budgets, inventory management, procurement, and vendor relationships.
• Ensured compliance with health, safety, and hospitality industry standards.

Duty Manager - Sandals Regency La Toc Golf Resort & Spa

(2023-10 - 2024-10)

• Managed day-to-day resort operations while ensuring premium guest service delivery across departments.
• Managed front office activities, guest relations, and service recovery processes.
• Led team training, coaching, scheduling, and performance evaluations to maintain service excellence.
• Coordinated vendor management and negotiated service agreements to improve operational efficiency.
• Responded effectively to emergencies, guest incidents, and operational challenges.
• Implemented preventive maintenance and compliance procedures to support smooth resort operations.

Guest Departure Officer - Royal Caribbean Group

(2022-10 - 2023-02)

• Coordinated efficient guest departure operations for high-volume cruise passengers in compliance with international maritime standards.
• Assisted guests with customs, immigration, and travel documentation procedures.
• Managed luggage coordination, terminal logistics, and passenger flow during embarkation and disembarkation.
• Delivered professional guest assistance by resolving concerns, special requests, and operational issues promptly.
• Collaborated with port agents, transportation providers, and security teams to ensure smooth terminal operations.
• Maintained accurate passenger records, reports, and compliance documentation.
• Supported emergency response procedures and terminal safety operations.
• Provided assistance to elderly guests and passengers requiring special accommodations.

Operations Manager - Lace Up Adventures

(2017-03 - 2021-06)

• Directed daily tourism and excursion operations to ensure exceptional guest experiences and service delivery.
• Coordinated tour scheduling, vendor partnerships, and operational logistics while optimizing costs.
• Managed recruitment, training, scheduling, and supervision of operational staff.
• Resolved guest concerns efficiently to maintain high satisfaction and repeat business.
• Assisted with business development initiatives, marketing campaigns, and social media engagement strategies.
• Monitored operational performance and implemented process improvements to increase efficiency.

Manager - Exclusive Cars

(2011-12 - 2017-03)

• Oversaw all daily operations of a successful vehicle rental business.
• Managed fleet acquisition, maintenance scheduling, inventory control, and operational budgeting.
• Led staff training programs focused on customer service, sales performance, and safety compliance.
• Developed marketing initiatives to increase customer acquisition and business growth.
• Analyzed operational metrics and implemented strategies to improve profitability and efficiency.

Architectural Assistant - Inter-Island Architects

(2010-07 - 2011-06)

• Assisted with architectural planning, design development, and technical documentation.
• Produced detailed drawings and layouts using AutoCAD and other design software.
• Conducted site visits to ensure project compliance with design specifications and regulations.
• Collaborated with project teams to support successful project execution and completion.
• Prepared reports, project estimates, and technical documentation.

Associate Degree - Early Childhood Education - Ashworth College (2008 - 2010)

Associate Degree - Architectural Technology - Sir Arthur Lewis Community College (2003 - 2008)

High School Diploma - Leon Hess Comprehensive Secondary School